Why are the images in my Zendesk Support ticket broken? Follow

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14 comments

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    Brent M

    Also be aware if using the copy-pasted method of inserting images into articles. If the image has any part with a transparency in the background the image will also appear broken.

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    Nicole - Community Manager

    Thanks for the info, Brent, and welcome to the Zendesk Community!

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    Rodney W

    Hi Zendesk,

    Unfortunately that doesn't resolve our issue. We have a situation whereby an end-user will submit an email - which is then ingested, with attachments included in the email, as a ticket.

    Upon visiting the page - none of our agents can view the attachment, until one of them opens the page source, and pastes it into a new window directly. Form this point on, the image will load correctly within the ticket for all agents.

    Cache related perahps? We've had this issue for months, and fail to understand why (as others have suggested) we should just make attachments public, when after all this is a private service.

    Hope this helps you diagnose further...

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    Jessie - Community Manager

    Hey Rodney! Point of clarification on this: is this an actual ticket attachment, as in it's' attached at the bottom of the ticket comment? Or is it an inline-image?

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    Rodney W

    Hi Jessie,

    The issue we have is part of the email to ticket ingestion... not the creation of tickets or attachment adding from within the Zendesk web interface.

    Steps to reproduce:

    1. Create web email in gmail (for instance) or outlook web based client
    2. Add an inline image
    3. Send to support@ address or whatever is the ingestion address (from an end-user - not agent)
    4. View ticket as an Agent, image fails to load and appears broken (for multiple agents)
    5. Right-click broken image and open in new tab
    6. Image loads
    7. Go back to ticket and hit refresh
    8. Image will now load for multiple agents

    Adding images as attachments seems to work fine from various web clients, but not when inline. The premise of this article makes total sense, and our issue is technically different.

    Many thanks for the shout out.

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    Rick

    We are having the exact same issue as Rodney, has there been any solution found?

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    Dennis Lynn

    Hey Rodney! As troubleshooting this will require us to have a look at a specific example, I've created a ticket which I've sent to you as a followup so we can dig in to this further. I look forward to helping you get this sorted soon!

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    Rodney W

    Hi Dennis,

    Thanks for reaching out. I've responded to your ticket with a link. I've literally just gone through the 8 steps above, so if you need to re-produce it, that might be a quicker way :)

    Cheers.

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    Nicole - Community Manager

    Dennis and Rodney - If you find a solution that might be applicable to others as well, please share it here so that Rick and others can benefit as well. Thanks!

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    Concetta Lewis

    I am looking for an answer to this as well.  Thanks!

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    Dennis Lynn (Edited )

    Hey all! Happy to chime in with some loop-closing info :) 

    I should first point out that every situation is a bit different, and in the interest of avoiding the disclosure of account-specific detail or giving away another person's workflow, I'll just share some general feedback related to what I saw from both Rodney and from Rick (who also had a ticket submitted in our system after posting here) as well as what I've generally seen in tickets like these of late! 

    1) Authentication is required to view the image

    Still the most common reason for image load failures is due to how the image is added to a given ticket and whether or not authentication is required to view said image (as Rebecca indicates in this post). One additional, similar wrinkle can be found if you are hosting these images on your Help Center. If the Help Center is restricted, or if you have Help Center authentication set up through your own Single Sign-On (SSO) solution, you may find that these images will appear broken as well. 

    For another example, have a look Rodney's reproduction steps he shared with Jessie. In it, he describes symptoms that directly relate to authentication issues. If you are encountering what Rodney described, chances are that the image is hosted behind a login wall. As Rebecca suggests, 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. 

    2. The attachment exceeds the attachment limit allowed for your account

    Another common cause for this issue is due to the attachment size (you can see a breakdown of the attachment limit by plan-type here). If an image exceeds this size limit, it may then be stripped from the message entirely. Instead of seeing the image load in the ticket, you will see the text placeholder where the image would be (usually appearing as [inline image] in the ticket, or the text version of the email). You will also see a reference to the image size in the email headers (more detail on viewing original email source here).

    If neither of these seem to relate to the challenges you are seeing, let us know! We may need to actually see examples of this issue in your account - so sending us a ticket with an example of a ticket in your account in which you see this error would be incredibly helpful! 

    I know I put a lot here, but hopefully this can be of assistance! Concetta, if you've stuck with me this far, I'll just say to keep an eye out in your email inbox for a communication from me where (hopefully) you and I can dig in to your specific situation and ensure there isn't anything else at play here! :)

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    Rodney W

    Hi Dennis,

    Perhaps my original outline was unclear?

    Step 8. Agents view the tickets.

    This clearly means that it is not a permission issue in our circumstance, and secondly - our testing has proven that this is an issue for images of any size.

    We do sincerely appreciate the escalation to the dev team on our specific issue, and look forward to hearing more. I'll update here once things progress further...

     

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    Rick

    Same here, it's not a permission issue or issue with hosting (since the files are hosted with Zendesk).  If an agent is authenticated into the system any resources within a request should load when opened since they require the same authentication.

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    Jessie - Community Manager

    Just a quick update for anybody who might come across this thread...our Devs are still working to pin down the cause of this issue. We'll let you know if anything changes!

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