Embedded images from emails not showing in ticket

Answered

9 Comments

  • Juraj Jarmek

    Hello Michael,

    What is happening in your case is that most probably somebody was referencing external resources, and not actually attaching the images into the tickets.

    In such tickets, the users have been copy/pasting the sources to external sites and that is why it is stored in such a form:
    https://subdomain.zendesk.com/attachments/token/xxxxx/?name=image.png

    Even though it looks like it was stored as an attachment on your instance, it wasn't.
    It was stored as an attachment reference to an external resource, not an actual attachment, and it would expire in a couple of days.

    The actual links to properly attached attachments look like:
    https://p20.zdusercontent.com/attachment/...

    For more info and how to store the images so they do not disappear:
    Why are the images in my Zendesk Support ticket broken?

    Some other providers might be keeping references to external sites, but Zendesk, unfortunately, doesn't and saves it as an attachment reference.
    There also is no road map as of now that this would change in the future.

    Hope that clarifies the issue.

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  • Michael Hoyte

    Hi JJ,

    thanks for this explanation. Seems to be a bit intermittent though and i can't reproduce it myself, I've tried copy-pasting from internal and external sites, from emails and they all show just fine in the ticket :-/ At least one of the instances where we noticed this issue was a screenshot so this shouldn't have happened in this anyway so I'm a bit confused. 

    Cheers,

    Mike

     

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  • Juraj Jarmek

    Hello Michael,

    Copy-pasting it from internal or external sites will definitely create issue, and we cannot guarantee in most cases how it will work out.
    In most cases when you copy from another site, the image is visible at that moment, but then it gets broken in the next couple of days.
    To check if an image was correctly attached you can inspect the image link.

    Incorrect, and it will expire in a couple of days: https://subdomain.zendesk.com/attachments/token/xxxxx/?name=image.png
    Correct: https://p20.zdusercontent.com/attachment/...

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  • Michael Hoyte

    Hi JJ,

    Thanks again. One of the test cases I have done does have the link in as you say is incorrect but is showing on the ticket so I'll check it again in a few days. Bit of a weird one but we are aware of it now and can advise customers how to best attach images they are sending in so thank you.

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  • Juraj Jarmek

    Hello Michael,
    If they appear in such a form:
    https://subdomain.zendesk.com/attachments/token/xxxxx/?name=image.png
    that means they have been attached as a reference, and not as an actual attachment.

    In the backend, it has been attached incorrectly as an unassociated attachment, and it is waiting to be associated with a ticket.
    The process is that it waits for 3 days to be associated, and if not associated, then it disappears.

    However, this applies to the API updates only, and we cannot do this in emails.

    Hope that clarifies it.

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  • Michael Hoyte

    Does seem strange though that we have never seen this until a couple of weeks ago but since then have seen it about 4 times. Have there been any more instances of this being reported in the last few weeks?

    Just adding this comment in case there are others out there who have recently started seeing this. Please comment below if this is the case 

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  • Juraj Jarmek

    Hello Michael,

    Please note this issue is actually fairly common.
    This would not be starting to happen only recently, but this was always the case.

    JJ - Technical Support Engineer

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  • Jake Edwards

    I've raised this with Zendesk multiple times since 2018 and still haven't had a clear resolution #3702178 and #6353423

    It seems to happen more for wide images. It also happens in Litmus with testing, so it's a quirk of Outlook with no clear answer as to why.

    It's such a pain for our customers and agents who don't notice the image is missing.

    Example:

     

     

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  • Jake Edwards

    Ironic, considering Zendesk is a Litmus user ;)

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