Why are the images in my Support tickets broken and not displaying when I view them in the agent interface?
Most often this is the result of Support not having permission to access the image. Zendesk inherits the access permissions for images added to the agent interface in the same way Help Center does. For more information, see the article: Inline images in Guide articles display as broken across all browsers.
When the image is broken, that means that it is not hosted in the agent interface. The agent interface attempts to load the image from the source. Zendesk doesn't save and host images locally when they are copy-pasted from an online and already hosted source. Instead, Zendesk "copies" the link to the image and then references the link in the ticket to display the image.
To avoid this issue, add the image as an attachment and drag it in-line to host it in the ticket, copy-paste it from a source that is not restricted, or from a local source on your computer.
The example below shows a workflow to save the image locally and host it in Support:
- An image is received in an email in Google mail.
- Select the download button on the image and the image is downloaded to your computer, or right-click the image and select save image which also downloads the image.
- Copy-paste or upload the downloaded or saved image from your computers local folders Support.
If you are unsure whether this is the cause of the issue, open your browser's console and check for a Failed to load resource error. If you see this, this is the cause of the broken images.
For more information, see the article: Adding attachments to ticket comments.