How to Fix Broken Preview Images for Customer/Agent portal links when sharing
Issues with broken preview images in BoldDesk links may arise from the Inline Image Authentication and Open Graph Metadata configuration. Steps to resolve are provided below.
1. Disable Inline Image Authentication
BoldDesk now requires user login for inline image display. Shared links will show broken images unless the viewer is authenticated.
This feature only works for the customer portal configuration, and the settings are not supported in the agent portal.
How to Disable Inline Image Authentication in BoldDesk
- Log in to the BoldDesk Admin Portal.
- Go to Admin > Customer Portal > General.
- Find ‘Inline Image Authentication settings.’
- Uncheck to disable.
- Update changes.
When this feature is enabled, users are required to log in to access or download images. Email attachment images will display as broken links unless the user is signed in to the portal.
2. Configure Open Graph Metadata
Open Graph metadata tags control web page appearance on social media. BoldDesk allows OG metadata setup for Knowledge Base portals to create previews with title, description, and image when shared.
Currently, Open Graph (OG) metadata, including preview images, is exclusively supported for Knowledge Base articles within BoldDesk.
How to Configure OG Metadata
- Log in to your BoldDesk Admin Panel.
- Navigate to: Admin > Customer Portal > Knowledge Base Configuration
- Scroll to the SEO section. You’ll find fields for:
Meta Title – Appears as the title in search engines and social previews.
Meta Description – A short summary of the page.
Open Graph (OG) Image – The image shown in social media previews. - Upload or link to a public image for the OG Image field. Update your changes.
Please note that ticket URLs lack OG tag support, causing no preview or broken image icons when shared.
Tips for OG Image
- Recommended size: 1200 x 630 pixels.
- Format: .jpg, .png, or .webp.
Other Tips on Broken Image Previews
- Use Publicly Accessible Image URLs
- Avoid Authenticated Image Embeds in Shared Content
