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How can I add images to the body of email notifications sent by triggers or automations?

Rachel A
  • Edited

Question

How can I add images to the body of email notifications sent by triggers or automations?

Answer 

To include images in business rules notifications, change to the Email body of the rule to include an HTML tag.

HTML allows you to reference an image's location and have the email body display the image itself, rather than the image's URL or file path. Use an image tag that looks like this: <img src="image_url">. The image needs to be hosted online for the workflow to work. If you don't have somewhere to host the image file, upload it as an asset in your help center. 

To include an image in the body of a trigger notification

  1. Find the image you want to include in the email body and get the direct URL for that image.
    We will use the image below which has this direct URL: https://d1eipm3vz40hy0.cloudfront.net/images/social/twitter-zendesk.jpg
  2. In the email body of the trigger's action, include <img src="image_url"> and replace the image's direct URL where it says "image_url".
  3. Test your trigger to make sure everything looks correct. Add a trigger condition so the trigger only fires on your test ticket, for example, add the condition Tags | Contains at least one of the following | testforhtml and then check the email notification you receive.
    Screen_Shot_2018-09-13_at_16_28_08_png__863_869_.png

You can also use HTML to do things like resizing the image so that it looks more in line with the rest of the email. Learn more with w3schools. 

Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee the code. Post any issues you have in the comments section or try searching for a solution online.
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17 Comments

  • Julonda Sumpter

    I am trying to add an Logo to a trigger we have and it is not working.  I tried using using the direct URL and also tried by adding the image as a asset to the help center.  Neither one is working.  What can I try next?  

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Julonda,

    So this is indeed possible with the base product and no custom code needed. I've gone ahead and linked a how-to guide on adding this image into a signature like feature via trigger. Let me know if this helps and if there is anything else we can do to assist you.

    0
  • Kristina Ushakova

    hello! in my case I've tried with so many images, but in my hotmail as a customer I see this:

     

    0
  • Karen D Snyder
    • Edited

    This is also not working for me. It appears like this in the email:

    Perhaps this solution worked once, but it's not working now. I tried it with the URL given above, which does work if navigated to directly, and with https://docs.microsoft.com/en-us/azure/bot-service/media/how-it-works/architecture-resize.png.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Karen,

    Can you provide me with a screenshot of the trigger action you've set up to include the image?

    I may be able to assist further if I have a good idea of what this trigger looks like.

    Thanks in advance!

    0
  • Karen D Snyder

    Hi Brett,

     

    It looks like this:

    In the email, the image appears like this:

    I have opened a ticket with Zendesk support, and will share any info that they provide.

     

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Karen,

    I did some testing on my end and this code worked fine for me. Can you navigate to Admin>Channels>Email and confirm Rich Content in Email is enabled?

    I'm wondering if that's what's breaking the image that going out to the requester.

    Let me know if that's not the case.

    Thanks!

    0
  • Karen D Snyder

    Hi Brett,

    Hmm, that's strange that it works for you. The setting Rich content in email is enabled for us, so that's not what's causing the problem.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Karen,

    It looks like there may be an issue on the back-end that is causing these images to not render on your account. It looks like one of our agents replied to your existing ticket for some additional information. I recommend replying to that email so Eric can assist you further with this issue.

    Cheers!

    0
  • Karen D Snyder

    Hi Brett,

     

    I have replied to the email.

    0
  • Brett Bowser
    Zendesk Community Team

    Sounds good Karen :)

    We will continue working with you on that ticket!

    0
  • Karen D Snyder
    • Edited

    I got a reply from Zendesk support, and it turned out that my email client (Outlook) was blocking the download of pictures. I hadn't noticed the message at the top of the email about picture download! I added the support email address to the safe senders list, and then the images appeared! The images also appeared for web Outlook on Chrome. I also tested with other email clients and browsers: For Yahoo, in IE I had to enable remote image download but in Firefox the images were shown by default.

    0
  • Dirk Molenaar

    We recently changed our company logo.
    I modified all triggers with the logo:

    <img src = "https://motify.nl/wp-content/uploads/2020/04/Logo-Motify-2020-200x66.png">

    The new logo is now shown in the email of 1 trigger,
    namely trigger:

    "Notify applicant and CCs of application received"

    (dutch: "Aanvrager en cc's op de hoogte brengen van ontvangen aanvraag")

    The other triggers still show the old logo, from the old url
    How do I get the other triggers with the correct logo?

    Greeting,

    Dirk

    0
  • Nick Budinicich

    Hi what's up team!

    I'm also having the issue - very simple HTML in the email notification to add our logo, but simply doesn't show up in my test in Gmail. 

    Have tried it very simply like this:
    <img src = "https://cdn.theblueground.com/website/98b845aa5a212a827852c959a2c37f8279596c5e/img/logo-icon-wordmark-blue-main.920c560952f9e0e069e88a196a299dfe.svg">

    And with a little more formatting:
    <img src = "https://cdn.theblueground.com/website/98b845aa5a212a827852c959a2c37f8279596c5e/img/logo-icon-wordmark-blue-main.920c560952f9e0e069e88a196a299dfe.svg" alt="Blueground" width="175" >

    It shows up with the little "no image / bad image" thumbnail (adding image below).

     

    Troubleshooting things:

    • We have Rich Content enabled in our Email settings.
    • Other images show up fine when part of the incoming email / attachments.
    • And on Gmail it doesn't appear that I have any settings or alerts that block images from these emails (particularly because other images work, and I don't see any alert banners).

     

    Any help??

    Thanks a million :) 
    Best,
    Nick

    0
  • DJ Buenavista Jr.
    Zendesk Customer Advocate

    Hi Nick,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, there's a setting in Gmail to turn on/off images. I have found this from Google, (https://support.google.com/mail/answer/145919) on how you can check the image settings in your Gmail account.

    I would also suggest you to clear your browser's cache and cookies to make sure there won't be any caching issues.

    Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

    0
  • Nick Budinicich

    Yo what's up DJ Buenavista Jr.

    Thanks for the help! That setting has always been on under my Gmail account.

    Since clearing cookies/cache causes other pains - I went to my iPhone and checked the gmail app .. no rendering. And also checked Safari as a separate browser I never use, so no cookies/cache = no rendering the image either.

    So I'm still stuck :/

    I opened a chat ticket with Maude (ID tbd, chat still open) - but they said they'll do some testing.

    But any other ideas are welcome. :)

     

    Thanks!
    NB

    0
  • DJ Buenavista Jr.
    Zendesk Customer Advocate

    Hi Nick,

    I'm sorry to hear that you are still not able to fix this issue. The issue seems to be a little more complicated than expected and will need a thorough investigation it seems.

    I would advise waiting for Maude to provide any updates and findings of his investigation.

    Cheers!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

    0

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