We are using Zendesk Messaging to offer a 'chat' experience to our customers on our platform and website. We recently discovered that we could not include images in our chat responses to clients or in macros that we created to create canned responses.
I worked with the Zendesk support team and they ultimately came back and told me:
In Messaging, images that you send as a reply will only show as an attachment and will not appear inline. The same goes if you add images to macros and use them as Messaging replies. This is actually one of the limitations that we currently have in the Messaging feature.
Not being able to include images such as screenshots in support responses is extremely limiting, as they are a key part of explaining concepts and steps to users. Especially when going across languages. Please can you provide any insight on when this might be supported?
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.