Possible Queries :
- The inline image appears to be broken
- The inline image is not available / missing in the email ticket in Freshdesk
Resolution Path :
In case there is a broken or missing image within an email inside a Freshdesk ticket, it could be due to the requestor/customer 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 e.g., is copied from a mailbox to Freshdesk, and if that email is deleted, then the image will become inaccessible in Freshdesk.
This could be the case, and we can't be sure if the source is intact from the customer's side. In this case, we can ask the customer to send the inline images as attachments, as it appears to be broken.
On trying to send the email with the image again, it should solve the issue.
We can also verify the EML file, and obtain the headers to check if we received the image correctly from their mailbox into our Email servers. A Support L2 ticket can be raised to the Email team to verify the same.