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Question

Open attachment in browser (Chrome, Edge) instead of download. (PDF files)


RZ_Scotlynn
Apprentice

Can FreshDesk open the attachment in the browser instead of downloading it for .pdf files? 

 

I tried Chrome and Edge. If the attachment is .txt or .jpg file, it will display it in a new tab. If it behaves differently depending on the file types, what/where is the setting manages this behavior?

 

The reason why I want open the attachment in the browser is that I hope to print directly from the browser instead of download-open-print. 

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13 replies

hemanth.ramya
Community Manager
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  • Community Manager
  • 626 replies
  • November 30, 2021

Hello @RZ_Scotlynn,

 

At the moment, we only have the option of downloading PDF attachments and viewing it then from the browser. Unfortunately, we would not be able to customize this behavior but your feedback is truly valid and I think it’ll be worth to raise this as an idea so that other community members can also vote for this and bring attention to our product team. 

 

Cheers,


Carey
Community Debut
  • Community Debut
  • 1 reply
  • June 15, 2022

It looks like this would be a pretty simple issue to resolve. Chrome already has the ability to view PDF files without downloading them. To me it looks like the issue lies in the link when you click on the file. For instance I am working a ticket right now that has a pdf file attached as an account request form. When i hover over the icon the link comes up as https://schoolname.freshservice.com/helpdesk/attachments/18014172556, if the link was changed directly to https://schoolname.freshservice.com/helpdesk/attachments/filename.pdf then chrome would allow you to view the file in the browser instead of being forced to download every file you click on. 

I know we used to be able to do this, so why the change? It’s very inconvenient when you are going through many tickets every day.


Forum|alt.badge.img
  • Apprentice
  • 1 reply
  • July 26, 2022

In my instance, I primarily am using Chrome with Freshdesk. 
Chrome has no problem opening PDFs (other other types of files) in a new browser tab.
Can’t see why FD can’t make it happen. 

Major pain having to save it to filesystem then open from there. 

Pretty archaic. 

 


alopiccolo
Community Debut
  • Community Debut
  • 2 replies
  • September 6, 2022

is any update on this? I think Freshdesk should prioritize this simple change, downloading files into agent machine could potentially lead to GPDR compliance issue. 


  • Community Debut
  • 3 replies
  • December 30, 2022

I would also be interested in an update


ACameron
Apprentice
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  • Apprentice
  • 1 reply
  • March 15, 2023

I’m having more and more of my team asking why this simple feature of viewing attachments is not a function that Freshdesk supports.

 

This thred is now over a year old and we the community are asking for this why has it not been something that the platform provides when its a simple feature that any web-based system is able to do, ie email, other SaaS platforms & ticketing systems.


Forum|alt.badge.img+3
  • Skilled Expert
  • 13 replies
  • March 28, 2023

I’m also interested in an update on this!


julia.a
Skilled Expert
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  • Skilled Expert
  • 120 replies
  • March 30, 2023

patrickc
Forum|alt.badge.img
  • 5 replies
  • April 7, 2023

We looked into this and published a (paid) app for previewing PDFs in tickets on the Freshworks app marketplace.

https://www.youtube.com/watch?v=u0IwIQn3FJE

It’s not ideal (PDF attachments are listed separately in the sidebar) but it does the job for us.
Hope it can be useful for someone else until it’s addressed in the core product


Is there any update on this issue?


  • Community Debut
  • 2 replies
  • January 9, 2024

Please!!! 😫


  • Community Debut
  • 2 replies
  • December 3, 2024

We are also interested in a solution by FreshDesk to be able to view PDF within FreshDesk.  


  • Community Debut
  • 2 replies
  • December 3, 2024

Can we get some sort of ETA on this?


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