Marcus Åberg

+1 it seems like tags related to synced fields are copied over to Jira, which adds a lot of irrelevant tags to our Jira tickets.

+1 for a simple wysiwyg editor in zendesk support tab. Would help us a  bunch!

David Allardyce

I raised a ticket and got the feedback that it was not supported at the moment. From Zendesk support September 12, 2022 11:53:

"...I understand that you want the images to show on your simplified email thread.

Our Engineering has investigated this behavior and confirmed that Simplified Email Threading currently does not support inline image previewing in an email thread."

I raised a feature request for this, you and anyone else that would have use for this are very welcome to upvote here:

https://support.zendesk.com/hc/en-us/community/posts/4950206706970-Simplified-email-threading-Make-images-render-in-the-email-thread-history

Feature Request Summary: 

When using Simplified Email Threading the images in the history should render. This is how it looks today from Microsoft Outlook from customer side:

Description/Use Cases: 

We work mainly with email as our main channel for customer communication, when our customers loop in colleagues etc. they won't get the full mail history and miss screenshots etc. that will help in understanding what the ticket is about.

Business impact of limitation or missing feature:

This impacts our customer support experience negatively as all information about a ticket is not included in the thread history.

Other necessary information or resources:

I opened a ticket in support, and I got it confirmed from Zendesk that Simplified Email Threading currently does not support inline image previewing in an email thread.

Hopefully others that would benefit from this could share their stories and maybe even there are some ways of working around it that we could share here.

Thanks in advance!

Hi,

We are new to Zendesk. I tried to follow this guide as this is in line with how our customers would expect email-responses to look. However I have the issue that images from the email history does not display in the end-user's outlook. Is this a limitation or is it something I have done wrong? Anyone else experiencing this?

Thanks in advance!