Question

problem with sending attachements/screenshots

  • 22 September 2021
  • 3 replies
  • 236 views

Hello there!

I noticed, that when sending screenshots, it doesn’t show up in Outlook.

Screenshots look like this (customer opened the ticket in Outlook):

Attachements look like this (instead of being an attachement on the E-Mail itself
it’s a hyperlink to the attachement file):

 

Why is that? / How can i change it, that the screenshots & attachements get sent with the email?


3 replies

Userlevel 5
Badge +9

Hello @osad,

Ideally, the inline images sent via emails from your helpdesk should reach the customers’ mailbox without any issues. Can you let us know if this is happening with all your customers and do they have any security settings which blocks the images shown in emails? 

Also, with regards to attachments shown as hyperlinks, can you confirm if the attachment hyperlinks are shown in the original emails or in the email notifications? It would be great if you can elaborate more on your workflow here to help you accordingly. 

 

Cheers,

Freshworks Community Team

 

Hello There @hemanth.ramya 
I think i found the culprit, it was a setting in the security-settings.
 

I activated the “Attachment access settings” to test it, then i had my “problems” with
sending/receiving attachements.

By deactivating it, we now can send and receive attachements/screenshots with the e-mails.

 

Thank you for trying to help.

Have a nice day,

Osad

Userlevel 5
Badge +9

That’s great news, @osad.

Feel free to drop a note here for any further assistance. Have a wonderful day! :)

 

Cheers,

Freshworks Community Team

 

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