Hi
I use the mobile app for Freshservices all the time and I often get tickets with screenshots of an error or similar. The images are always stretched out and fitted to my phones screen size, which makes it almost impossible to see what it is. I have tried tapping the image and holding down, but no option to open the image in a 3rd party app appears. Is there any way to do this? Maybe an option to download the file/image so I can open it elsewhere?
Regards
Christopher
Hi.
Have you tried 2-finger zooming out?
I use the app on a daily basis and I can see embedded images by 2-finger zooming out.
Note: All of our agents, including me, are running Android; haven’t checked on iOS.
Regards,
Yes I have tried that. It works. Kind of. The image is still stretched out and not in any way the correct proportions.
It feels counterintuitive to have to two-finger zoom in an app to be able to see what an attached image contains, but I guess it’ll have to do, if nothing else works.
Added info: Our company email signature contains an image which is not warped or stretched out. Maybe it’s only when it’s embedded in the body on the message?
Note: All of our agents, including me, are running Android; haven’t checked on iOS.
I run Android as well, haven’t tested on IOS. Perhaps I should try that.
Hi.
That’s odd.
Just curious: Are you running the latest App version?
Just FYI: I have reported a few bugs in the past for the mobile app to support and they have addressed them accordingly, sending them the proper issue documentation, including videos demonstrating the issues I was facing.
You may try screen-video grabbing your issue and submit a support case for they to be able to review and correct it if it is a bug.
You may also reach the Developers Community and explain your issue for them:
https://community.freshworks.dev/
Final note: I’m still confused about the term attached, in opposition to embedded. If opening attachments, they should be handled by any media/photo viewer you may have installed in your Android devices.
The zooming out is for embedded images only and, of course, it will depend on the resolution the image have. If you happen to view it properly on the web view in a web browser on a Desktop (or even on a Web Browser on mobile which I sometimes do), then, the resolution in the Mobile App should be good enough to zoom it out and see its contents.
Regards,
Hi
Currently, in the Freshservice mobile app, images attached to tickets are automatically adjusted to fit the screen size and cannot be opened in a third-party app directly. Unfortunately, there is no native option to download the image or open it in external apps from the mobile app.
We will share this feedback with our product team and consider taking this up as a feature request to enable attachment of image files.
I think Elvis hit the nail on the head.
Embedded, pasted into a ticket = Nope
Attached = download and open as usual.
-Scott
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