Embedded images from emails not showing in ticket

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.

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

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.

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 

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

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:

Ironic, considering Zendesk is a Litmus user ;)

I'm experiencing something similar.  My 20 agents have to consult with some 400 light agents in order to close their tickets. 
We have only just started using Zendesk in the past 2 weeks and are now getting complaints from our light agents that the email notifications they receive from Zendesk with the {{ticket.comments_formatted}} included is not displaying the images in the email client, instead they just get a placeholder icon, we all know the one, looks like a sheet of paper with a big red cross on it. 

My agents are using a macro to copy over the data from a ticket to a side conversation, sometimes they will then add (by pasting from the clipboard into the text editor area) an image from the windows snipping tool. other times they will include customer comments from the parent ticket that has an embedded image that the customer added. 

Our light-agents can not see these images.  How do I fix it?