Why are the images in my Zendesk Support ticket broken?

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46 Comments

  • Craig Willis

    I have a case open with Zendesk for this same issue, however, I have some additional context to add:-

    1. In Chrome on my Mac using Gmail, the image doesn't show, with the error: net::ERR_BLOCKED_BY_CLIENT
    2. In the same browser in Zendesk the image shows
    3. In Safari on the same Mac the image display when using Gmail
    4. On my iPhone, the image also displays

    So for me, the specific issue appears to be with Gmail on Chrome,

    This is affecting some customers too.

    Craig 

     

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  • Eric Ehninger

    Seeing the same issue as Rodney W. This seems to have started in the last few days for us (before then, all was well). I have a ticket (4119319) open with Zendesk about this.

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  • Pedro Reis

    Same issue here. Broken images for attachments (not inline) sent via email to support@.

    Frustrated to see that there is no solution on the horizon.

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  • Hailey Kostusik

    We're also having this issue ! 

    Any images set inline through the email advanced html template are not loading for us or our clients. This issue occurs in all email providers other than the internal use of gmail. ( on MAC ) , however our clients still don't see any images even when using gmail. 

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  • Eduardo ALONSO

    Still no solution? We have the same issue ...

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  • Brett Bowser
    Zendesk Community Team

    Hey Eduardo,

    Have you confirmed that these images are public-facing and not hidden behind a login? Do you require authentication to download these images?

    How often does this happen? If this happens for all tickets submitted via email we may need to take a look at a few tickets examples to determine the cause.

    Let me know as I'd be happy to create a ticket on your behalf so our Customer Advocacy team can dig into this further.

    Thanks!

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  • Rodney W

    By way of a final follow up (we've learned to live with the mentioned workaround and have moved on...) for those following along, this issue remains. Steps to reproduce are still the same as I outlined on 9th November 2017.

    Not looking for a response, merely confirming our position on this as it has been a while since last update.

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  • Nicole S.
    Zendesk Community Team

    Hey Mandy - 

    The reason and solution are given under where it says "Answer" in the article: When an image is included in a ticket, the interface attempts to load the image from its source. If Support doesn't have permission from the source to view the image (i.e. it's restricted) it will break the image, as Zendesk does not save and host images locally when they are copy-pasted from an online (already hosted) source. 

    To avoid the image being broken, we recommend that you 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.

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  • Jimmy Rufo

    Can I ask why the rich text editor (WYSIWYG) in the comment window doesn't just break the image upon pasting it into the window, if ZD does not have permission to display it upon send?  I had an issue where I copied an image directly from a gmail message, and pasted it directly into comment window.  As you would expect, email notification has broken image.

    WYSIWYG should represent completely what would show up upon send, and that is not the case in this instance, and therefore not WYSIWYG.  Please enhance the editor to break images in preview in those cases, rather than set a false expectation of what will display.  It's not rocket science.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Jimmy Rufo,

    I understand how this change could be beneficial, especially for what you are looking to accomplish with your tickets. I would recommend posting your suggestion in our Product Feedback forums so our development team can consider your idea for potential future updates. 

    Best regards.  

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  • Jimmy Rufo

    Hi Devan - Community Manager , this is actually a feature for ticket management/workflow, not the help center.  I'll post something in the other forum though.

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  • Nicole S.
    Zendesk Community Team

    Hi Jimmy - 

    Apologies for the wrong link. Here's the Support Feedback topic

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  • Rona Yang

    HI All - 

    I'm also having the same issue, had not noticed it too often in the past, but starting this month, have seen a lot more broken images. Really frustrating for everyone involved - considering we didn't ever have this issue with JIRA.

     

    Please help, 

    Rona 

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  • raghees

    I also receive a broken image when uploaded through API.

    2
  • Dave Kaminsky

    2+ years, still an issue. Make my agent's life a bit easier and fix this, please.  A defect that requires the agent to right click and opens each image in a new tab is not acceptable, its a waste of clicks and time. 

     

    -Dk 

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  • Jonathan March
    Community Moderator

    For the record:

    Right-click => open image in new tab,

    After this, images in all tickets are visible (after reopening the ticket).

    No Idea why, but reasonably happy....

    1

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