TABLE OF CONTENTS


1. An Automation rule configured


Unable to view the tickets with attachments:


Under Admin -> Automations -> Ticket creation, we have the option to take action on incoming tickets based on if the ticket contains attachments or not. If you receive tickets from customers stating there are specific actions (tickets automatically getting spammed/deleted/group updated) for tickets with attachments, please check the automation settings.



2. Public ticket URL


 If the user is accessing the ticket using a public ticket URL and if the conversation contains attachments then they will not be able to view the attachments but only read the conversations. When the user clicks on the attachment it will redirect them to the login page. As the attachments will be S3 links only logged-in users will be able to view the attachments. 


If the user has to view the attachment, then the agent can forward that specific conversation to that user's email address.


This is irrespective of whether the secure attachments option is enabled.


3. Webhook


When we use webhook to create a note/ticket using the last public/private comment placeholder and if the note contains attachments, then the new ticket/note will carry the attachment link which will be accessible only to the agents of the respective helpdesk.


4. Secure Attachments


Any attachments/inline images sent out from Freshdesk (Ticket replies, outbound emails, notifications) can be accessed only after logging in,  for both agents and customers if the secure attachments option is enabled under security settings.


In case the customer is reporting that the attachments are not accessible from their mailboxes please request them to check on the below settings.




5. Image looks broken in the ticket



When the requestor is using an external online source to paste the image while raising a ticket, the image will be accessible only until the image is available in the source. If the image, for eg: is copied from a mailbox to Freshdesk, and if that email is deleted, then the image will become inaccessible in Freshdesk. 
Whereas, when we copy the image from the local machine to add an inline image, then Freshdesk will generate a URL for it, and the image will not depend on the local machine.