Emailed tickets have broken links to image attachments, which appear sometime later | Community
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Emailed tickets have broken links to image attachments, which appear sometime later

  • January 13, 2026
  • 1 reply
  • 0 views
Max26

I had a customer ticket that had a broken link to the screenshot they'd attached. Issue reported by email. (the image appears as a small grey/green image icon with the corner cutoff)

 

I had some back/forth messages with the customer.
 

The next day or so, the image appeared correctly. (that was the next time I checked in on the ticket status)

There are no events on the ticket between yesterday it not showing and today it being visibleā€¦
 

I have seen this on a couple of tickets. Previously, I think the image has disappeared/appeared several times with no apparent reason why it is or isn't present. 

 

Any ideas on the cause or fix??

    1 reply

    Jake11
    • Jake11
    • January 19, 2026

    We have a unique setup with SSO on the external side from our product, as well some security measures in place in our configuration, and at times attachments/images are broken for our agents as well. Our workaround is to toggle to Knowledge from Support (opens a new tab that goes to our Help Center). Then we close that Knowledge tab, and refresh our Support tab, and the images/attachments are visible and accessible. Not sure the reason why, but it's a quick enough workaround that we never dug deeper. Not sure if that's the case for you, but thought I'd share.

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