Images in emails sent from Help Center subscriptions are broken Follow



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    Carrie Hayward

    If broken images is the "expected behavior," why is it that images used to appear in our emails generated by the Help Center, before we switched to the new version of ZenDesk?

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    Jessie - Community Manager

    Hey Carrie! I see you're getting help with this in a Support ticket as well; feel free to come back and let us know what you find out!

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    We also just discovered this was the case when a number of customers brought this up. I'm also surprised this is expected behavior. I can understand why this happens, but to me it should still be considered a bug and should be fixed. Otherwise we have to choose between two features that we shouldn't have to...

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    We have just come across this same issue and I do not agree that it should be considered expected behaviour. The content is restricted to logged in users and therefore should not be being emailed in the first place. It should send the announcement telling the user that there is something new to view, with a link to view it online, in the restricted help center, not emailing them the content with broken images. Please change.

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    Jeremy Flanagan


    I tested to see if it was related to image file extensions (jpg v. png) or user segmentation and content restriction, but no consistency. I got images for one out of 10 articles I tested. This was in chrome on sierra. Similar results on iphone for both gmail app and native mail app. 

    It's just a bad user experience, and not surfacing the body of the article kind of defeats the purpose of answer bot no?

    Any ETA on a fix for this? We put a lot of work into changing our Help Center to make use of these features. This is really discouraging.

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    Tyler B

    This is an incredibly frustrating change, and severely limits the capabilities of Zendesk as a full support solution. 

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    須藤 玲士

    We faced on the issue that your expected behavior. We strongly request that "your expected behavior" will be improved asap. "Your expected behavior" will be caused to decrease the customer 's satisfaction, and damage us. So would you please consider to improve that customer can find the images on e-mail as soon as possible.

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