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Can't add Excel to private note in incident

T
Apprentice

I have an incident to which I’d like to add an Excel file in private notes.  When I attach the file, the “add private note” button is suddenly greyed out.  Seems like a bug?

Best answer by Keer

Hi @Thomas Croonen, good day! 

We can confirm from our end that there are no ongoing issues with adding Excel files in the private note. I tested this from my end and it looks like it works fine. 

  1. The Add note button is not greyed out as you can see in the screenshot. 
  1. After the attachment is added the file is displayed right. 

 

In your case, it could be because of the file size. The limit is 20 MB for Blossom and above accounts. For Sprout and trial accounts, the threshold is 15 MB. 

 

Can you try adding a smaller file to see if that works? If you need further help, please mail the details to support@freshdesk.com and we’d be glad to help you further. 

 

 

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    6 replies

    Keer
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    • March 15, 2021

    Hi @Thomas Croonen, good day! 

    We can confirm from our end that there are no ongoing issues with adding Excel files in the private note. I tested this from my end and it looks like it works fine. 

    1. The Add note button is not greyed out as you can see in the screenshot. 
    1. After the attachment is added the file is displayed right. 

     

    In your case, it could be because of the file size. The limit is 20 MB for Blossom and above accounts. For Sprout and trial accounts, the threshold is 15 MB. 

     

    Can you try adding a smaller file to see if that works? If you need further help, please mail the details to support@freshdesk.com and we’d be glad to help you further. 

     

     

    Cheers, Keer, Freshworks Community Team
    jhonhenkee
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    • March 16, 2021

    This article provides clear idea in support of the new viewers of the post,

    kevinbacon
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    • March 17, 2021

    I am also facing this type of problem while I attached the image file into a private note. My image file extension is in .png and its size not more than 3 MBs. What kind of problem is this?

    Keer
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    • March 17, 2021

    Hi @kevinbacon, I hope you are doing well. If the size is less than 3 MB, it wouldn’t be the issue here. Can you mail the details to support@freshdesk.com so that our support buddies can help you further in finding the root cause?

     

    Thank you! 

    Cheers, Keer, Freshworks Community Team
    kevinbacon
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    • March 17, 2021
    Keer wrote:

    Hi @kevinbacon, I hope you are doing well. If the size is less than 3 MB, it wouldn’t be the issue here. Can you mail the details to support@freshdesk.com so that our support buddies can help you further in finding the root cause?

     

    Thank you! 

    Thank you for this it's really helpful.

    Keer
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    • Keer
      Keer
    Keer
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    • March 17, 2021

    Sure, Kevin. You can always write to us with the details if you are facing any issues and we’d love to help you.  

    Cheers, Keer, Freshworks Community Team

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