Agents in the Support interface see inline images as broken links.
An account has the following three settings:
- Help Center is host-mapped
- Attachments require authentication to download
- Agents authenticate through SSO
This issue happens because of the way these three settings interact. With host-mapping, end-users see the host-mapped domain in the Help Center, but agents still use the Zendesk domain in the agent interface. Attachments are accessed through the host-mapped domain, so end-users can see them.
With SSO, it's possible for agents to authenticate directly into the Support agent interface without going through the Help Center. This authenticates agents into the Zendesk domain, but not the host-mapped domain.
When this happens, agents don't have permission to see attachments at first. The attachments are on the host-mapped domain. That's why inline images appear broken in the agent interface.
Agents can fix this at any time by opening Guide. That should authenticate them into the host-mapped domain and allow them to see inline images:
Administrators can fix this for all agents by including the host-mapped domain in their SSO. As long as agents are authenticated into both domains from the start, they should be able to see inline images.