Support Form Attachments not Displaying

SOLVE
VLacroix
Member

HI, 

we have a support form but not having the image attached to ticket created by the form fill. I don't know why but the lasted tickets doesn't show the attachment... Is there a way to do this? This ticket is supposed to have 2 attachments.

VLacroix_0-1618326330507.png

 

0 Upvotes
1 Accepted solution

Accepted Solutions
karstenkoehler
Solution
Most Valuable Member | Partner

Hi @VLacroix,

 

Files from form submissions and record attachments are two entirely different things in HubSpot, unfortunately. Files from form submissions are stored in the ticket property as a URL (see View all properties in the left sidebar). They are not attached to the ticket record itself (right sidebar).

 

Other users in the community have already asked for a better solution here – and to integrate both tools. You can find the HubSpot Ideas post and upvote it here, the product team reviews these posts by popularity.

 

As long as there is this disconnect, you would have to manually download the file from the properties section of the record and then re-upload it as an attachment.

 

That is probably not feasible. As an alternative, I would suggest that you adjust your left ticket sidebar to include the two file upload properties from your form – for easy access: https://knowledge.hubspot.com/crm-setup/customize-record-sidebars The files would still not be attached but at least you would find the URLs of the uploaded files quickly and easily.

 

Let me know if I should elaborate on anything I wrote.

 

Best regards!

Karsten Köhler
Freelance Digital Marketing Advisor

Beratungstermin mit Karsten vereinbaren


Hat mein Beitrag deine Frage beantwortet? Bitte hilf der Community und markiere ihn als Lösung.

View solution in original post

1 Reply 1
karstenkoehler
Solution
Most Valuable Member | Partner

Hi @VLacroix,

 

Files from form submissions and record attachments are two entirely different things in HubSpot, unfortunately. Files from form submissions are stored in the ticket property as a URL (see View all properties in the left sidebar). They are not attached to the ticket record itself (right sidebar).

 

Other users in the community have already asked for a better solution here – and to integrate both tools. You can find the HubSpot Ideas post and upvote it here, the product team reviews these posts by popularity.

 

As long as there is this disconnect, you would have to manually download the file from the properties section of the record and then re-upload it as an attachment.

 

That is probably not feasible. As an alternative, I would suggest that you adjust your left ticket sidebar to include the two file upload properties from your form – for easy access: https://knowledge.hubspot.com/crm-setup/customize-record-sidebars The files would still not be attached but at least you would find the URLs of the uploaded files quickly and easily.

 

Let me know if I should elaborate on anything I wrote.

 

Best regards!

Karsten Köhler
Freelance Digital Marketing Advisor

Beratungstermin mit Karsten vereinbaren


Hat mein Beitrag deine Frage beantwortet? Bitte hilf der Community und markiere ihn als Lösung.

View solution in original post