Malthe Wolf

Zendesk can remove the limit, but as their Product Manager says in the comments in the link below back in November 2022 - "Regarding the 200 tag limit: I do think we can extend this limit. We introduced it to shape customer behavior a bit. Think about the fact that this will be a public-facing tag list. It's likely that your end users can't comprehend it if it gets too big." - so it is not a limitation on the technical side inside of Zendesk - it's a limitation they introduced to limit us paying customers to "shape customer behavior" - even when the content limit is only something a very little percentage of users gets close to. 

- https://support.zendesk.com/hc/en-us/articles/4848925672730-About-content-tags 

When building bot flows in the Zendesk bot builder, we're thrilled that they have finally introduced the capability to add images. It seems that even the smallest changes can sometimes take a while to implement in Zendesk.

However, there are some complications associated with adding images using the "Send message" feature. It's important to note that the error I'll be pointing out doesn't occur with images added through the "Add carousel" option.

If we use "Send message" and add a picture in this step there are problems.

The problem described from a developer's perspective is that customers/visitors may expect to be directed to a specific page when they click on the image, especially when presented with the option to "Open in a new window." that Zendesk has put on top if you hover the image in the bot window.

However, in the given scenario, clicking on the image only opens a larger version of the image, which can lead to confusion. And all in all that is just bad UI design.

To address this issue, there are a couple of potential solutions. One option would be to include a link we could put in the back-end - to have desired effect of having the image directing the customers to the desired page. Just the same as if we added a button below to take the customer there. This way, when visitors click on the image, they will be redirected to the intended destination rather than just viewing a larger version of the image.

Alternatively, if incorporating a link within the image is not feasible or desired, another solution could be to remove the click ability of the image altogether and also the "Open in a new window" promp on hover. By removing the ability to click on the image, it would eliminate any confusion or expectation of being directed to a different page.