You can display user profile photos in your HTML emails. You can also display your company logo next to ticket comments by using it as your profile photo. However, you should be aware of the costs and benefits of displaying them.
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On the positive side, pictures lead to a more personal experience for your customers.
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On the negative side, most email clients don't display images by default. You may need to update your email settings by following the client's instructions.
When this feature is enabled, the emails display the photos from Zendesk account profiles. The photo appears next to your user name in the email notifications:
To show user profile photos next to ticket comments in HTML emails
- If needed, add a photo to your user profile. If you want to
display your company logo, use the logo as your profile picture.
Make sure the image size ratio is 1:1. The recommended size is 200x200px.
- In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
- In the Email templates section, select the option Show user profile photos in emails.
- Click Save.
3 Comments
Is there a possibility to adjust our email template in such a way, that the user profile photo is shown, but the mail body is not indented? In other words, it would look like this post: profile photo is there in the upper left corner, and body text is unindented.
I feel it is a waste of screen real estate on mobile devices to indent the body.
It seems that this no longer works after setting up the 'simplified email threading' - can you confirm if this is true, and if there is any chance to bring it back?
Original email threading experience:
While the Simplified email threading experience is more conversational:
Although I understand that you would like to show the user photos in Simplified email threading, if you have some time, I recommend that you start a post about this on our Product Feedback page. Our Product Managers actively monitor our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning.
You can create a new post in our Feedback - Ticketing System (Support) following using our Product Feedback Post Template.
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