Currently, SmarterTrack shows ticket messages in plain text format. Most inline images should be linked to the message as an attachment, as shown below:

 

 

If a message indicates that there was an inline image which was not included as a message attachment, you can view the original HTML message by clicking on the ellipses at the top right of the message and selecting View HTML.

 

Related items are displayed as summaries to prevent confusion. Because there may be multiple related items on a ticket, trying to display each related item in full could make it difficult to follow each conversation. By only showing the summary and requiring the agent to click view makes it clear which information belongs to each related item, and presents that information in a consistent manner. 

You can see below my plain text view for an inbound email and also the view when i view via HTML in the pop-up neither display the image inline.

 

 

 

However if i were to reply with an inline image (below) then this does display both in in the 'plain text view' in the display pane and also in the html popup view.

Craig,

 

After evaluating the additional information that you provided, we have determined that the issue with the inline images not appearing in the HTML view is the result of a bug. We are working on a fix that we hope to include in our next release.

Version 13.1.6718 resolves the issue that prevents inline images from being visible in the HTML view. This fix will try to resolve issues with ticket messages that have previously been processed by SmarterTrack, in addition to preventing it on future messages that may be imported.