SupportBee allows the use of both inline images and attachments in ticket replies. While inline images can be directly integrated into replies, we recommend using attachments if you need an audit trail in longer ticket threads, as inline images do not get retained in replies. By attaching images, all visuals are collected in the Attachments overview in the right sidebar, making them easier to track and reference throughout the conversation.
Using Inline Images within a Ticket Reply
To insert an image directly into your reply, simply click and drag the image into the desired location within the reply field. Once added, you can resize the image as needed. Inline images are convenient for quick visual references within replies, like demonstrating a feature to a customer without requiring them to download an attachment. However, please note that inline images are not retained in replies and are not sent to recipients in subsequent responses. For better consistency, particularly in longer ticket threads, attaching images is recommended as they will be collected in the Attachments section in the sidebar, ensuring they are easily accessible throughout the ticket’s lifecycle.
Best Practice: Attaching Images
Adding images as attachments is particularly beneficial in tickets with multiple replies, where visual references need to be accessible to all team members and are easier to locate in the Attachments sidebar. This practice can help manage system memory and optimize performance, especially in tickets with long trails and numerous responses.
Using Inline Images in Auto-Responders
Inline images can also be inserted into auto-responders for both new tickets and auto-notifications for archived messages. The process is the same as a regular reply—just drag and drop or copy and paste the images into the message field.