Problems With Images Attached to Emails Sent to Kayako Classic Are Missing

Overview

You might have noticed that images attached to emails sent to your support team are missing or are not carried across when the emails are converted as tickets in your Kayako Classic instance.

This problem may occur due to unsuitable values set on the following email parser configuration:

• Maximum number of emails to download in a batch
• Email size limit

You can define the number of emails to be fetched in one parser cycle in the 'Maximum number of emails to download in a batch' section (Admin CP > Settings > Email Parser). By default, the support desk will fetch 20 emails in one parser cycle. This number should be kept low if you are fetching the emails with large attachments. For example, for emails of size more than 10MB, this number should be kept less than 10.

While in the 'Email size limit' section, any incoming email larger than the size defined by this setting will be rejected by the mail parser. By default, this size is 2MB.

For 'Email size limit', the following should be noted:

• Kayako Classic Download: This must be less than the php_memory_limit setting in your php.ini. You can read more about this topic on the Email Attachment Size Limits in Kayako Classic article.

Solution

If you are experiencing the above issue, revisiting these configurations and setting more suitable values will help resolve the issue.

1. Log in to the admin control panel.
2. From the Home tab click Settings and click Email Parser.
3. Make the necessary adjustment to the values of the following:
   • Maximum number of emails to download in a batch
   • Email size limit
4. Click Update to save your changes.