On mail with attachments sometimes images and files are se to private or public
what define is a file is public or private in mails send to a email account defined as support mail
also wich permisión is necesary to support team to see private uploaded images on mail from a customer to a support address defined on ERPNext
I don’t know if this is precise but I’m guessing, whoever uploads and makes the files private in the first place can only see their private files and none else, regardless of role.