Attached images in emails creates comments on new issues

[Sune Vester Lindhe]

Hi all,

When we use the email channel for creating new tickets and those emails have images attached, the images are added as comments - not just as an attachment.

If the images are included in as part of the mail body, the pictures also appear in the Description as expected. But it also means that the images can be found both in the Description and as comments.

Most customers find it confusing, so we are wondering if there is a way to avoid this behaviour and just have the images one place.

Br, Sune

[Joost Boek]

We are facing the same issue here. Where to find the solution for this issue?

[Riley Venable (Atlas Bench)]

Hi Sune, Thank you for your question. It is possible to control how your customers access attachments when using the email channel for creating new tickets. By default, if the total size of the email is less than 6MB, a recipient will see inline images in the email. If the size of the email is greater than 6MB, a link will be shown in the email for the images. To avoid having the images appear in both the Description and as comments, you can choose to only attach the images to the issue and not add them as comments. When working on an issue, drag and drop a file onto the issue or select in the comments bar. You then have the option to add a comment with more information about the attachment, and then share the file and comment with your customer or with your internal team only. I hope this helps! Let me know if you have any other questions.

[Sune Vester Lindhe]

Hi Riley, thank you for the answer. In my scenario I am only concerned about images originating from the first incoming email - images in that email are added as comments to the issue as well as being part of the Description field. That I would like to avoid.

Br, Sune

[Joost Boek]

We are facing the same issue here. Where to find the solution for this issue?