Why are Jira ticket screenshots not displaying in Outlook emails?

[AYA LAHMADI]

Hello Atlassian Community,

We are currently facing an issue with how Jira tickets are delivered to our clients via Outlook. Here's the situation:

• Jira is configured to send automatic email notifications when a new alert ticket is created.

• These emails are correctly sent and received by the client through Outlook.

• However, any screenshots or images that are included in the Jira ticket do not appear in the email received by the client.

• Instead of displaying the images, Outlook shows empty placeholders or broken links.

What we suspect:
It seems Jira includes internal image links (e.g. attachments) that require authentication, which Outlook can't access unless the recipient is logged into Jira — which our external clients are not.

1. Is there a way to embed images inline in Jira email notifications, so they display directly in Outlook without requiring authentication?

2. Would a solution like "Email This Issue" allow us to achieve this behavior, or if they re other solutions?

3. Are there best practices for handling image attachments in Jira email notifications to external recipients?

Any help or guidance would be greatly appreciated 
Thank you!

[Andrea Rákosfalvy _META-INF_]

Hi @AYA LAHMADI

With Email This Issue I can confirm that we do have an option to Embed attachments to the email if they are in Jira, so inline images that are in the description/comments for example would show directly in the email. This is an option that can be turned on and off in the Advanced Email Configuration.

I welcome you to try our application and reach out to our team for a demo in case you're interested in knowing what other usecases the Email This Issue app could help you solve.

BR,
Andrea
META-INF (Email This Issue) support team

[MidnightExe]

Hi @AYA LAHMADI ,
Welcome to the community!

You're right in your assessment, by default, Jira does not embed images inline in its email notifications. Instead, it sends links to attachments that usually require authentication to access, which causes issues like broken image placeholders in Outlook, especially for external users without Jira access.

Jira includes links to attachments in its emails rather than embedding the images directly. These links require authentication, which Outlook cannot provide for external recipients. As a result, the images appear broken or don’t show up at all.

A possible solution would be to look at the app 'Email this Issue'