Support Staff avatar?

  • Resolved rodge

    (@rodge)


    1 week, 5 days ago

    Hi !

    Can’t get the support staff avatar image/icon/face photo to work.

    I have the WP Garavatar image setup so in Wp users I see the photo pulled from the Gravatar.com fine. When that image don’t show up for the same user/same email/account I tried a plugin to locally add the avatar image to the WP-profiles, that image shows up fine in WP users, but not in support staff avatar images.

    And if i click on the staff avatar and select to upload a image, it just gets a broken image icon. Tried small and large pics, jpg and png. Only gets a broken icon. Where is this image uploaded to, the library or som other folder?

    I’ve trid this on two different computers, different browsers, cleared cache etc.

    Suggestion, add so we can select the profile image from the WP-library, not just upload a image. Morst have the pic allready in the library for the WP profile.

    Any suggestion/help is welcome 🙂

    // Roger

    The page I need help with: [log in to see the link]

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Ahsan Chowdhury

    (@ahsannayem)

    1 week, 5 days ago

    Hello @rodge ,

    Thanks for the detailed explanation.

    Fluent Support staff avatars do not use the WordPress Media Library profile image directly. The avatar is stored separately in Fluent Support’s own staff/customer profile data.

    If no custom Fluent Support avatar is set, Fluent Support should fall back to Gravatar based on the staff email address. So first, please make sure the staff email in Fluent Support is exactly the same email used for the Gravatar account.

    When you upload an avatar from Fluent Support, the image is uploaded under the WordPress uploads directory, usually like this:

    /wp-content/uploads/fluent-support/agent_avatars/

    If the uploaded image shows as a broken icon, please check these points:

    1. The image file is jpg, jpeg, or png.
    2. The /wp-content/uploads/fluent-support/agent_avatars/ folder is writable.
    3. The uploaded image URL is accessible directly in the browser.
    4. No security plugin, CDN, hotlink protection, or server rule is blocking files from the fluent-support uploads folder.
    5. Try resetting the staff avatar once, then upload again.

    Also, the suggestion to select an avatar directly from the WordPress Media Library makes sense. Currently, the avatar uploader uses direct upload, not Media Library selection, but we can treat this as a feature request for the team.

    If the direct image URL is still broken after checking the folder permission and access rules, it will required deep troubleshooting on site specific.

    Thank you

    Thread Starter rodge

    (@rodge)

    1 week, 2 days ago

    Hi again 🙂

    Now I’ve tested sevaral things according to your suggestions, I’ve also switched off my security plugin and tested, but no, uploaded images stored in agent_avatars folder ok, it’s read/write access, but it won’t work for some reason.

    When I’m in the staff list i see this: https://ersupport.se/wp-content/uploads/2026/06/avatar1.png

    Clicking on the namne title: https://ersupport.se/wp-content/uploads/2026/06/avatar2.png

    Then I end up on WP user profile page where I have the gravatar images fully functioning: https://ersupport.se/wp-content/uploads/2026/06/avatar3.png

    And the profile image works on the site on all other shown places, but your staff list seem to look in the wrong place, or somehow not picking it up. And I can’t load the image using your upload function.

    This is not a big critical problem, but it wolud be nice to have this working, or get a clue if/what is causing this to not work… 🙂

    // Roger

    Plugin Support Ahsan Chowdhury

    (@ahsannayem)

    1 week, 2 days ago

    Hello @rodge ,

    Thank you for the update.

    As you have already tried all the recommended steps and the issue still persists, we will need to troubleshoot it directly on your site.

    Would you please open a support ticket through the WPManageNinja Support Portal? Our team will take a closer look at your site and assist you further.

    Thank you.

    Thread Starter rodge

    (@rodge)

    1 week, 2 days ago

    Hi again!

    Sure, I’ll do it now 🙂

    Thanks in advance!

    // Rodge

    Thread Starter rodge

    (@rodge)

    1 week, 2 days ago

    [SOLVED]

    I just wanted to post the solution to this if it can help others with similar problem.

    I found a .htaccess file in the /wp-content/uploads/fluent-support/ folder, that had “deny from all” in it. I blocked the function by a ” #deny from all” and then it works to upload avatars again 🙂

    This .htaccess is left even with my security plugin AIOS all various security settings OFF. I’m not sure it’s generated by AIOS, but that’s my guess.

    Thanks to Ashan and the fast great support 🙂

    // Rodge

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