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?
Hello
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
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
That’s great news,
Feel free to drop a note here for any further assistance. Have a wonderful day! :)
Cheers,
Freshworks Community Team
We use the FreshService portal for service requests, and most of our requests require attachments. Prior to the latest release on November 14th, attachments were visible in the ticket and were included in all outgoing emails. However, with the recent product update, we’ve encountered an issue: files are now being attached as Service Request items, rather than being included in the emails sent out.
Without this functionality, the attachments are essentially useless, as they are not included in approval emails or any email workflows.
We have already contacted the help desk about this issue, but so far, we have not received a resolution.
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