.ptm Files Not Supported When Trying to Attach by Upload, But Can for Internal File

[jpindenver]

We just switched to Help Desk from another ticketing system. Upon trying to send a .ptm file for the first time, which we use heavily, it showed this error.

We were able to upload the exact same file to the internal HubSpot Library file system and attach it from there. Although this allows us to send it, it's far from ideal having to create an entire filing system within the HubSpot Library for these files. We would rather use our own drives for storage of these files and just upload them as attachments.

Can HubSpot change .ptm to a supported file type for uploading attachments from local hard drives?

[jpindenver]

The answer I received was a link to what file types are supported.

"At the current time these are the various file types that we support in our different areas."

Basically, it wasn't that this could be an issue. It was more of a no, but we support these. With that said, it just seems silly to me that I can upload it to the library and even use it in the same exact context (email) FROM the library, but just not directly from my computer's hard drive. I don't understand that. Are we sure it's not an issue?

My thoughts:

When someone/a company is relying on a system to replace the use of a more basic email system and become a more in depth, ticketing based solution with complex filtering, routing, tagging, commenting, mentioning, etc., I think it's only appropriate to allow the user to do what they could do in the more basic system as a baseline. I can email these files in Gmail, why can't I email them in HubSpot? Especially given that I can actually store them in the library??? I get the feeling I'm one of very few that use these file types given I haven't seen the problem reported. I'm assuming this won't even get looked at...a huge bummer and inconvenience. Hope I'm wrong.

[kennedyp]

Thanks for the update @jpindenver! I was wondering if that would be the response. Let me reach out to the product team directly to see if I can get a solidified answer 😊

[kennedyp]

Hi @jpindenver! Welcome to the Community-- happy to have you here 😊

Thanks for testing it out by uploading it to Files and attaching it that way. Great first step to troubleshooting the issue here. 

Do you see this same error in an incognito window? Since HelpDesk is newer, I wouldn't be surprised if it does not have the full capabilities of existing tools. 

That said, if you can recreate this in a private browser, your account has access to HubSpot Support, so I recommend opening a ticket for a more thorough investigation. The Support team can access your account for troubleshooting and a quicker resolution.  

If they can confirm the information, be sure to comment here so other community members can view the answer as well! 

Best, 
Kennedy

[jpindenver]

Thanks very much for the reply @kennedyp. It did replicate in a private browser so I'll submit a support ticket. Many times, they point me back to the community so I figured I'd start here first this time. I will comment back here after support takes a look.

[kennedyp · Accepted solution]

Hey @jpindenver! I spoke to our product team and according to the note in this Knowledge Base article, your workaround using the Files tool is recommended. I did put in a request that the team update Helpdesk to support those file types directly. Fingers crossed we see some action there. Until then, you will need to use the Files tool. 

[jpindenver]

Thanks @kennedyp, I appreciate your help.