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Embedded images from emails not showing in ticket

  • March 24, 2021
  • 10 replies
  • 0 views
M

Hi, we have recently noticed that some images a user might embed in an email are not showing in the ticket, for these if you go to "View original email" in HTML view there is an image place holder where the image should be. In Text view you can see the tag for it e.g. [cid:image001.png@01D72008.6F1763B0] and in Source view it will open in Outlook and you can see the image so it is there. Anyone else seen this, seems to have only started recently.

Any assistance would be appreciated.

Kind regards,

Mike

      10 replies

      J
      • Juraj12
      • March 25, 2021

      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.

      M
      • Michael97
      • Author
      • March 26, 2021

      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

       

      J
      • Juraj12
      • March 26, 2021

      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/...

      M
      • Michael97
      • Author
      • March 26, 2021

      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.

      J
      • Juraj12
      • March 26, 2021

      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.

      M
      • Michael97
      • Author
      • March 31, 2021

      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 

        J
        • Juraj12
        • March 31, 2021

        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

        A
        • Anonymous
        • December 3, 2021

        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:

         

         

        A
        • Anonymous
        • December 3, 2021

        Ironic, considering Zendesk is a Litmus user ;)

          Scott12
          • Scott12
          • July 5, 2024

          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?

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