Download portal

This is a functionality that we would need as well, I bet your concern would be providing an incredible amount of resources for this, I would be happy just to have a place where I could link a file hosted somewhere else, dropbox, box, google to name a few, but still I would have to be able to restrict access as Joachim explained.

This is something needed by my company as well.  We are currently using "Solutions" to provide downloads, and restrict visibility by company.  It's a bit kludgy.

I feel your pain Christopher, we are doing exactly the same and it's a real pain to remember to set/cancel permission on the solutions

Hello Folks,

Good day!

We are happy to explore the possibilities of this feature being picked up and will notify you once there's an update on this. Kindly note that new enhancements are taken up based on the feasibility and implemented based on the number of asks. 

Cheers

To create a dedicated download area for customers in Freshdesk with enhanced functionality, you can consider the following options:

1. Customizing the Solutions section: Although the "Solutions" section in Freshdesk has limitations, you can customize it to make it more suitable for your needs. You can rename it to something like "Download Center" to better describe its purpose. Additionally, you can utilize the existing solution articles to provide download links and instructions for accessing files.

2. Third-party integrations: Freshdesk offers integrations with various apps and plugins that can extend its functionality. You can explore third-party solutions specifically designed for file management and download areas. Look for plugins that offer features like larger file size limits, access control, and download logs.

3. Knowledge base software: Consider integrating a separate knowledge base software that provides more advanced file management capabilities. Some knowledge base tools allow you to create dedicated download areas with customizable access permissions, larger file size limits, and detailed download logs. You can link this external knowledge base to Freshdesk for a seamless customer experience.

4. Customer portal customization: If you have access to Freshdesk's customer portal customization options, you can create a separate section within the portal specifically for downloads. This section can have its own design, layout, and features tailored to your requirements.

Remember to evaluate and test any third-party integrations or software before implementing them to ensure they meet your specific needs and are compatible with Freshdesk.

Please note that the availability of certain features or options may depend on your Freshdesk plan or subscription level.

You can attach files to solutions. That’s been there for years. However, there’s a 20MB per file limit.

There’s a trivial workaround for this: simply create a protected CloudFlare R2 bucket and host your files on that. So signup for CloudFlare (CF), delegate a domain to them, the upload your files to the bucket. Lastly, link the bucket to a custom URL based on the delegated domain (or you can just use a raw CF URL). CF R2 is free of egress charges as it integrates into their global CDN. You can use other products to do the same thing (e.g. Backblaze bucket, AWS S3 bucket etc.). For example, here’s our solution page:

https://kb.firedaemon.com/support/solutions/articles/4000194049

If you hover over the red download button you will see a direct URL to the bucket (i.e. https://download.firedaemon.com/<path-to-file>). The actual file is served out of CF’s CDN.