Possible queries:

Unable to view the attachment at recipient end

Broken attachments seen from the recipient mailbox


Resolution Path:


Obtain the following information,


  1. Full page screenshot of the email inside Freshdesk which contains the attachment.
  2. Full page screenshot and the EML file from client/recipient end?


If the images are broken in the recipient end, please check if the 'Secure attachments' is enabled in the Freshdesk instance. If yes, ensure to toggle it off under Admin > Security.


If the aforementioned is not the case, kindly obtain occasional agent with admin access and the EML file from the recipient end, and raise a support L2 ticket to check this further.