Why are the images in my Support tickets broken and not displaying when I view them in the agent interface?
This problem is often the result of Support not having permission to access the image. Zendesk inherits the access permissions for images added to the agent interface in the same way the help center does. For more information, see the article: Inline images in Guide articles display as broken across all browsers.
When the image is broken, that means that it is not hosted in the agent interface. The agent interface attempts to load the image from the source. Zendesk doesn't save and host images locally when they are copied and pasted from another source that is already hosted. Instead, Zendesk copies the link to the image and then references the link in the ticket to display the image.
To avoid this issue, add the image as an attachment and drag it in-line to host it directly within the ticket. Copy and paste the image from a source that is not restricted or from a local location on your computer.
The example below shows how to save the image locally and host it in Support:
- An image is received in an email in Google mail.
- Select the download button on the image to download the image to your computer. Alternatively, right-click the image and select Save image, which also downloads the image.
- Copy and paste or upload the saved image from your computer's local location into the Support ticket.
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, it indicates that this hosting issue is the cause of the broken images.
- An antivirus or proxy could be blocking the images. Check with your System Admin to verify if these tools are added to your device.
- If your images are too large, some email providers such as Outlook could be preventing them from displaying correctly in tickets. The best way to avoid this is to reduce the image size.
- Certain browsers may have a caching issues that stop the image from loading correctly. Clear your cache and cookies to address this problem.
For more information, see the article: Adding attachments to ticket comments.
Having the same issue, so I figured I'd share this here.
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.
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!
What exactly was fixed as it pertains to the root issue of this thread?
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!
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.
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.
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?
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
We still have the issue
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.
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,
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.
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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