When a user sends us an image (screenshot or other), it is not attached on the ticket. It was explained that if an embedded image or logo has the same name as an attachment a user emails us (Syncro mailbox), only the signature logo is saved to the ticket and the screenshot or other image is discarded. This happens very often and we have lost several screenshots to date.
Support told me this is currently expected behavior, and is done so the same attachment doesn’t save over and over when the user replies. It was explained that any changes to this behavior would most require significant dev time.
As it stands, tickets have the signature logos attached, but no screenshots or other important data. I am not sure why it would require significant dev time, but it is a problem that no other PSA to date has struggled with.