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Why are the images in my tickets broken?



Edited Jun 16, 2023


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16 comments

Having the same issue, so I figured I'd share this here. 

https://support.zendesk.com/hc/en-us/articles/360043226093?page=1#comment_1260800313269

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Having this issue now, and nothing is working to get images to show up in our tickets (ones we add, and ones customers add). Right clicking does nothing but bring up an error page. Not sure what to do now.


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Brett Bowser

Zendesk Community Manager

Hey Rachel,

It looks like our developers rolled out a fix that should address this issue. If you're still experiencing issues with broken images let me know and we can do some digging on our end.

Thanks so much for bringing this to our attention!

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Jimmy Rufo

Zendesk Luminary

Hi @...,

What exactly was fixed as it pertains to the root issue of this thread?

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Brett Bowser

Zendesk Community Manager

Hey Jimmy,

It looks like there was an issue with apps and attachments which was causing issues with broken images on tickets. The service incident can be found here: https://support.zendesk.com/hc/en-us/articles/4403653996698-Service-Incident-July-3rd-2021

I hope this helps!

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Hi @..., we still have the issue on all tickets on scality-support.zendesk.com. Has the fix been rolled out to our domain ? Thank you.

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Cheeny Aban

Zendesk Customer Care

Hi Aurelien,

If you are still experiencing the issue and you have ticket samples that we can check, you may contact our Customer Support so they can take a closer look into your account. Further, if you already have an existing ticket, you can also make a follow-up by replying to the same.

 

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Hi team,
We are using the instance - https://unison-it.zendesk.com/ & had the same issues for the images embedded in the Gmail used to trigger the tickets in Zendesk. As per the article here, the images should be added as an attachment rather than the body of the email. Is this being considered as a feature upgrade in any of the upcoming releases?

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Hi Mimoh Das,

Believe it or not, it was Firefox's Enhanced Tracking Protection that was causing the issue. I turned it off for zendesk.com and voilà... Here is how to : https://support.mozilla.org/1/firefox/95.0.2/Darwin/fr/turn-off-etp-desktop

Cheers,

Aurélien

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We still have the issue

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Brett Bowser

Zendesk Community Manager

Hey Raphaël,
 
It looks like you have a conversation open with our Customer Care team regarding this issue. We will continue working with you there to get this issue resolved.
 
Cheers!

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Yes thank you Brett the issue is known and is when you copy a inline side conversation image and past it on a ticket comment it arrives broken to the customer,

 

Best regards,

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Hi Brett Bowser, I'm having this issue if I take a screenshot and paste it into the ticket. I can see it on my end and sometimes my email but on the receiving end, they aren't able to see my screenshots. How would we fix that? Going through the trouble to save the image, naming, and then attaching is cumbersome and creates image clutter on our computers. 

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Salim Cheurfi

Zendesk Customer Care

Hi Noelle, 
 
Copying pasting images from different source like third party screenshot app can cause this issue, when you copy an image from your own environment from an app you have the authorization to see it yourself, but others parties will not. 
 
Zendesk doesn't save and host images locally when they are copy-pasted from a third party. Instead, as stated in the article, Zendesk "copies" the link to the image and then references the link in the ticket to display the image.
 
I would recommend checking with different apps, I know that for example that on my side the screenshot app "Skitch"  works perfectly when copying and pasting screenshots in tickets. 
 
I hope this helps, 

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We have a strange problem. Images in agent interface appears sometimes and sometimes not, and also sometimes for some agents but not for other agents at the same time. We tried with different browsers but there is no clear pattern on why, when & who gets this problem.

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Brett Bowser

Zendesk Community Manager

Hey Evgeny,

I recommend reaching out to our Customer Care team using the following instructions: Contacting Zendesk Customer Support
 
They will most likely want to assume into your account to see if they can replicate this issue.
 
Let me know if there's anything else I can help with!

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