How to Fix Broken Preview Images in Shared BoldDesk Links
Broken preview images in shared BoldDesk links may typically be caused by either of the following:
- Inline Image Authentication is enabled, so images require portal login to render.
- Open Graph (OG) metadata is not configured (or not supported for the shared URL type), so social platforms cannot generate a proper preview image.
This article applies primarily to Customer Portal and Knowledge Base sharing behavior. The described inline image setting is not supported for the Agent Portal.
1. Disable Inline Image Authentication
Disable Inline Image Authentication if it is enabled. Inline images require user authentication to be displayed, and users accessing shared content without being signed in may see broken images. This feature only works for the customer portal configuration, and the settings are not supported for the agent portal.
How to Disable Inline Image Authentication in BoldDesk
To disable inline image authentication, follow the steps below;
-
Go to Admin > Customer Portal > Attachments.
-
Find Inline Image Authentication settings.
-
Uncheck to disable then click on update to validate the changes. Check GIF file below for more insights;
2. Enable File Attachment Settings (Email)
Files will be attached to emails directly rather than being added as link in the email body. When enabled, files are sent as actual email attachments instead of being included as links within the email content. This setting controls how documents are delivered to email recipients. To enable it follow the steps below;
- Go to Admin > Customer Portal > Attachments.
- Check the box for File Attachment Settings (Email) then click on update to save the 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.
- Use file attachments instead of pasted inline images when recipients need to view the images reliably. If appropriate, use publicly accessible image links instead of embedded inline images.
- If the issue occurs in the customer portal as well, please ensure that your network is not blocking
.googleapis.com, then clear your browser cache and test again from a different network or hotspot.
3. 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 Open Graph Metadata
To configure Open Graph metadata, follow the steps below;
-
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 a public image for the OG Image field then click on Update to save your changes.
- Ticket URLs lack OG tag support, causing no preview or broken image icons when shared.
- The Recommended size for OG image 1200 x 630 pixels and the supported formats are: .jpg, .png, or .webp. Maximum file size is 5MB.
- Use Publicly Accessible Image URLs and avoid Authenticated Image Embeds in Shared Content
Frequently Asked Questions
-
Why do shared BoldDesk images appear broken for external recipients?
A common cause is Inline Image Authentication requiring users to sign in. External recipients who are not authenticated cannot load protected inline images. -
Does the Inline Image Authentication setting affect the Agent Portal?
No. The Inline Image Authentication setting described here applies to Customer Portal configuration only and is not supported for the Agent Portal. -
How can I make images display reliably in BoldDesk emails?
Enable File Attachment Settings (Email) so images/files are included as email attachments rather than links that may require portal access. -
Why do BoldDesk ticket links not show a rich preview image when shared in social apps?
Ticket URLs do not support OG tags in BoldDesk, so social platforms may show no preview or a broken preview icon. -
Where can I configure preview images for shared Knowledge Base links?
Configure Open Graph (OG) Image in Admin → Customer Portal → Knowledge Base Configuration → SEO. -
What OG image size and formats should I use?
Use 1200 × 630 px images in .jpg, .png, or .webp format, up to 5 MB. -
What should I check if images are broken even in the Customer Portal?
Verify the network is not blocking.googleapis.com, clear browser cache, and test again using a different network or hotspot.
