The customer mailbox cannot receive the attachment file in the email

[SUNMI HELP DESK]

Hi, teachers. Scenario: The customer does not register a JSD account and contacts us via email. The customer's mail can not receive the attachment file we reply, please ask me how to set up to solve this problem.

[Angélica Luz]

Hello Dennis,

Thanks for reaching out to Community!

When it comes to Customer notifications, it will show an inline preview of the attachment, but when the customer clicks to expand the image or to open the attachment, they will be redirected to the customer portal to login.

Currently, that's the only way for customers to view and download attachments, they must access the portal for that.

There is a feature request suggesting this improvement:

• Allow Attachments to be included as an actual Email Attachment

Please, click on vote and watch to receive updates.

Regards,
Angélica

[SUNMI HELP DESK]

Hi, thanks for your answers. During our use, the emails received by the customers did not receive the attachments in the emails, nor did they prompt for the preview. How can the settings be achieved?

[Angélica Luz]

Thank you for the details, Dennis.

Do you know if they receive attachments if sending a normal email to them (not from Jira)?

Is it happening to all customers?

Are they able to see the attachments in the customer portal?

If it's a classic service desk project, it might be related to the renderer of the field. If that's the case, please go to Project settings > Fields >  > Find the field Comments and confirm if the renderer is set as Wiki Style. If not, click on Renderers and change it.

Another configuration to check is the HTML parsing. Please, click on Cog Icon > Products > Email requests.

Please, give it a try and let us know how it goes.

If the issues still persist, if possible, send us a screenshot of the notification.