Why Native Sync Fails for Inline Images
Native synchronization between Freshdesk and Jira consistently fails to transfer inline images due to fundamental architectural limitations in how each platform handles image data. Jira stores inline images as attachments linked through special description references. When sync processes overwrite these descriptions, those references break permanently.
Freshdesk formats images differently, creating incompatibilities that native tools cannot resolve. Key failure points include:
- Description overwrites severing attachment links
- Format differences blocking proper image rendering
- Attachment transfers appearing as “fail to load” errors in Jira
No automatic restoration exists once these references break, leaving images permanently inaccessible. This issue is not isolated to sync workflows, as inline image rendering failures have also been documented when issues are created through Jira’s incoming email handler. For Freshdesk and Jira integrations, following the dedicated guide steps enables association of multiple Freshdesk issues with a single Jira ticket, which can help consolidate image-related attachment handling across linked records. Modern iPaaS solutions provide robust encryption and monitoring features that can mitigate some transfer and security issues.
Which Image Formats Exalate Syncs Between Freshdesk and Jira
Exalate supports several image formats when syncing inline images between Freshdesk and Jira. The platform handles the most common image file types used in support workflows. Organizations leveraging APIs are 24% more likely to achieve profitability.
Supported formats include:
- JPEG (.jpeg) — standard compressed image format
- PNG (.png) — lossless format commonly used in screenshots
- IMG (.img) — general image container format
Exalate also supports similar image formats beyond these three extensions. However, the functionality applies strictly to image files.
Other file types, such as PDFs or documents, are excluded from inline image sync entirely. This distinction matters when configuring sync rules. The inline image sync functionality applies to both descriptions and comments, including public and private comment types.
Inline images can be added in Freshdesk through two methods: using the image attachment icon in the text editor or copying and pasting directly from the clipboard.
Configure Outgoing Image Sync in Freshdesk With Exalate
Once the supported image formats are understood, configuring the outgoing sync in Freshdesk becomes the next step.
Teams configure this through the Exalate admin console on the Freshdesk side. This setup controls how images transfer from Freshdesk to Jira.
The Exalate admin console on the Freshdesk side controls how images transfer from Freshdesk to Jira.
In the outgoing sync script, add this line:
`replica.attachments = entity.attachments`
This maps Freshdesk attachments directly to the replica sent to Jira.
The configuration applies to:
- Ticket descriptions
- Public and private comments
- Notes
Only image files sync through this script. Non-image attachments are excluded.
After saving the script, verify successful transfers using the Entity Sync status tab. For Freshdesk, this tab is accessed through the Exalate admin console. This setup requires a Script mode connection between Freshdesk and Jira to enable the custom mapping logic. Additionally, consider using an Integration Platform to streamline and manage complex connector and transformation needs.
Set up Incoming Image Sync in Jira With Exalate
Setting up incoming image sync on the Jira side requires placing the correct script in the Jira Cloud incoming sync processor. This script runs during issue creation or updates, pulling remote attachments from Freshdesk into Jira accurately.
Three essential script operations handle this process:
- Merge attachments using `attachmentHelper.mergeAttachments(issue, replica)` to avoid duplicates.
- Transform descriptions using `HtmlToWiki` to convert HTML content containing inline images into Jira Wiki format.
- Assign the result directly with `issue.description = wikiDescriptionText`.
Original filenames are preserved, preventing generic naming issues like “image.png.” Without this alignment, HTML inline image references in the content will not match attachment metadata, causing images to fail rendering in the target system. Exalate supports Groovy scripting to customize sync behavior per connection, giving you precise control over how attachments and descriptions are processed during incoming synchronization. Integration projects often require attention to data standardization to ensure partner systems map and interpret attachments consistently.
Troubleshoot Inline Image Sync Failures in Exalate
Inline image sync failures in Exalate typically stem from a handful of identifiable causes, including network interruptions, authentication breakdowns, and misconfigured sync rules. Compatibility mismatches between Freshdesk and Jira often display thumbnails instead of full images. Script errors in HtmlToWiki transformations generate generic “image.png” filenames. Organizations should account for legacy systems that can block modern integration flows and cause unexpected failures.
To identify problems:
- Open the troubleshooting tab for single-view error spotting
- Review error tags on affected connections
- Examine full error details, including script lines
- Check sync logs for attachment metadata discrepancies
After diagnosing errors, pause the sync, correct the issue, then resume from the failure point. When errors persist after retrying, generate a support.zip file and contact the Exalate support team for further investigation.
