Daily, our agents and light agents run into issues being able to open attachments and images from tickets. I'm working with Zendesk Support for the last 5 months but figure I'd take it to the community to see if anyone has any ideas.
We do have some workaround steps that we have to use every day when we run into the issue:
- In chrome select More Tools > Developer Tools
- Click the Console tab
- Under the console tab, click the settings button
- Check the box "Preserve log" (along with the already selected boxes)
- Click the Clear Console button
- Refresh browser tab
So we've had this issue for the entire 5 months we've been in Zendesk. It's not browser settings, as one of our teams was in a different instance of Zendesk before our current one, and they had no issues opening attachments or images. Some of the differences that I know between the old ZD instance and new one are we use SSO and we also have Secure Downloads enabled.