Users send their response by mail with image, but when images are not local and saved zammad doesn’t see them, so we don’t get all of image from users.
We didn’t change anything in our configuration.
Images that are externally and not contained in the email (via e.g. attachment or inline image) are not supported by Zammad. It never was.
Ask the sender to not provide images that have to be fetched manually.
Alternatively download and open either the raw version (eml) or the html version of the article do still view the image.