Why Are Inline Images Not Showing on Tickets We Received?

Overview

When viewing tickets with inline images, an image content ID (see sample below) is showing instead of the actual image. This article provides information on how to fix this issue.

Prerequisite

• Admin access with the "Manage helpdesk settings" permission

Solution

There are two parts to solving this issue. First is to check if TinyMCE is enabled, then configure the email parser settings to prioritize HTML contents. Plain text is highly recommended but if you are getting HTML content from your clients, you are free to choose this option instead.

1. Log in to the admin control panel.
2. From the Home tab, click Settings, then click Tickets.
   
3. Make sure Yes is selected to the "Enable TinyMCE Editor" option.
   
4. Click Update on the upper-left to save the changes.
5. While on the admin control panel, go to Email Parser, click Settings.
6. Scroll to the "Prioritize email content type" option and select HTML.
7. Click Update on the upper-left to save the changes.