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Replies posted by carrie.janisse

7 Replies

D
Contributor
dennisContributor
posted in Archives - Freshdesk

attachment limit 15MBs warning when emailing

We have experienced the same issue. No notification on either end - the sender does not receive a bounceback, no email at all comes into the Freshdesk system.No ticket created, no idea a customer sent us a message. 

17
aravind.sundararajan
Skilled Expert
6 years ago
D
Contributor
dennisContributor
posted in Archives - Freshdesk

attachment limit 15MBs warning when emailing

Thank you for the response. I appreciate that the Freshdesk software rejects files over a certain size. Our email system does as well.The problem is that NO ONE IS NOTIFIED. Our helpdesk never receives any indication that a customer sent and email, and the customer does not get a bounceback that the email didn't go through.So from a customer service point of view, we simply never respond to the customer's query. That is terrible customer service.Our email system creates an "undelivered" message when a message with overly large attachments is sent. That way our customers know their email did not go through.We don't need large attachments to go through. We simply need to be notified that an email has been rejected. Either within our Freshdesk system or with a bounceback to the customer. 

17
aravind.sundararajan
Skilled Expert
6 years ago
D
Contributor
dennisContributor
posted in Archives - Freshdesk

attachment limit 15MBs warning when emailing

Sorry if this is posted twice. I posted a reply and don't see it here.I appreciate that Freshdesk does not accept large attachments. Lots of systems reject large attachments. The difference is that these systems also NOTIFY you when an attachment doesn't go through.Our email system generates a bounceback when file size is exceeded. In Freshdesk, neither the customer nor the help desk is notified.This is horrible from a customer service point of view. From our customers' perspective, we never responded to their request. But we never got it. Nor any indication that a request was ever sent.I am not asking for the huge attachments to go through. What would be great is if either the customer or the help desk could be informed that the email was not delivered.Thank you 

17
aravind.sundararajan
Skilled Expert
6 years ago
D
Contributor
dennisContributor
posted in Archives - Freshdesk

attachment limit 15MBs warning when emailing

Trying to add a comment - is this thread moderated? 

17
aravind.sundararajan
Skilled Expert
6 years ago
D
Contributor
dennisContributor
posted in Archives - Freshdesk

attachment limit 15MBs warning when emailing

Thanks for the response - we were not previously noting any bouncebacks in our tests. We will try again!It will be wonderful if this is working.8-) 

17
aravind.sundararajan
Skilled Expert
6 years ago
D
Contributor
dennisContributor
posted in Archives - Freshdesk

attachment limit 15MBs warning when emailing

TWO thumbs up!!!! If I had more thumbs, I'd add those as well. Problem resolved. Thank you so much for your support on this one. 

17
aravind.sundararajan
Skilled Expert
6 years ago
D
Contributor
dennisContributor
posted in Archives - Freshdesk

attachment limit 15MBs warning when emailing

LOL! Thanks again - you guys are awesome! 

17
aravind.sundararajan
Skilled Expert
6 years ago

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