Inline images for users not just agents


  • Carsten Falborg
    Community Moderator

    It would definetly be great to add inline images when creating new tickets via the Help Center. We can now use rich content through emails and in the community forum, but not when creating a ticket in the helpcenter?

  • Joel Hellman

    Talking about the end-users submitting tickets through the Help Center in Guide, I totally agree we need support for rich content here (including inline images). 

    The lack of rich content in Help Center forms means that users might resort to sending emails instead of using the forms, even if the Help Center offers a more structure for tracking and creating tickets (=good things that we want :D ).

    Taking an example from Zendesk's own Guides, when I submit support tickets here, I try to be 'good' and use the Submit a request feature, but when I need to attach some images or have a inline table etc, I sometimes send an email instead. The same thing when I respond to comments. 

  • Naama Aharoni

    Today, when our customers submit a ticket through the guide, there is no option to add inline images which can better describe their issue.

    They have to attach their screenshot, one by one, which means that instead of pasting there image to the description field, they have to first save the screenshot and then attach it to the request which is, as you can imagine, a very cumbersome task.

    That is why 85% of our tickets are coming through mail.

    However, that creates a big problem for us as for each ticket that comes through the email, there is a lot of manual work for requesting the needed information which is otherwise set to mandatory in the online form.

    What is the plan to include this. This is really hurting our efficiency.

  • Matt

    When I submit a ticket to some company, and I include inline images (often screenshots, by using the clipboard and Ctrl+V to insert a screenshot), I often end up finding later that the translation into a Zendesk ticket dropped the inline image and turned it into an "attachment" buried as an ugly, hidden text link at the bottom of the page. The ticket doesn't even indicate that an image was pasted in the place I put it. If I can do so, here's an example:



    Zendesk is so behind the times, in attachments and now with inline images. I don't even care about "rich content" in email. Just include the images where they were placed by the customers. Otherwise, your system is stripping information that the customer provided, making tickets more confusing to look at.

  • Don McCall

    I agree with this thread.  We do not allow users to submit tickets via Email in order to ensure some structure, but the inability to add screenshots and images by pasting into the ticket creation or when adding content to the conversation in "My Activities" is a major pain point.  Forces users to save image as a file and then attach which is a big experience pain point.  

    Please address this.

  • Jacob Mattison

    We would love to see this. Like others above, we don't allow creation of tickets via email, and since our tickets are asking for help with a software program, pasted screenshots would be extremely helpful.


  • Jaïs Pingouroux

    +1 for this feature

  • Thomas Mattsson

    Did anyone find a solution or workaround for this?

  • Simonsen, Morten Achton

    2 years later, and this is still not an option for our end-users - that is a bit disappointing.

  • Dan Edwards

    Please address this. I am getting enough negative feedback from clients using Zendesk that it is going to force me to look at other options.


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