Social Media relies heavily on rich content, especially images. Now that Zendesk tickets can include images, we're going to start displaying them in Zendesk directly. Every time a post in Twitter or Facebook is converted into a ticket, images and stickers will be brought in with the text. There's no setting you need to change to activate this.
What's the upside?
It's probably fairly obvious, but this means a couple things. First, it means fewer clicks. Right now, we let your agents know when there are images in a Facebook post or a Tweet, but they have to click through to view them. With this change, agents will be able to see any images right in the ticket:
Second, now your agents don't need to have access to your Twitter or Facebook profiles to see images in private or direct messages. In the current world, if you aren't an admin of the page or handle, you can never see them. Bringing the images directly into Zendesk tickets fixes this problem.
Who is this available for?
All plans have access to Facebook and Twitter, and all accounts with monitored Twitter handles or Facebook pages will see this change automatically.
This will begin to roll out to all accounts on Tuesday, July 5th. We'll post an update here when it's available to all accounts.
This feature is available to all accounts as of July 11th, 2016.
We're planning to offer support for sending images back to Twitter and Facebook in a future update, but that's not available yet. We are planning many more improvements for both of these channels, so stay tuned. Let us know what's most important to you.