Paste images in Email Response

Vijay,

I don't think I quite understand your response. By PUBLIC IMAGE do you mean something that is hosted on a public webserver? If this is the case this would not help.

My preference would be a Copy/Paste option, SnagIt Skitch will still add in some cases an unnecessary step. Quite a lot of our content will be copied from multiple sources and so not always requires snag-it to capture first.

thanks,

Matt

What is needed is the way Gmail works - if you paste into the reply window it automatically creates an inline attachment.

Is this the problem: http://redactorjs.tenderapp.com/help/kb/technical/can-i-copy-and-paste-images-from-clipboard

I notice that replying in this textbox, there is an Insert Image/Video button.  How come we don't have that when we Reply to a ticket in our own helpdesk?

When I reply to an item on our ticket system, we have these buttons on our Reply forms:

However, in the box I'm typing in now on your forum there are two additional buttons:

Clicking on the image button brings up the following screen:

So firstly, why do we not have that on our Reply forms?

Secondly, the Upload button doesn't actually work - I can add an image by uploading to a web server and selecting Link, but if I click on Upload and upload an image I just get this:

and no way to Insert, only Cancel.

This isn't the ideal solution as we REALLY need the ability to just drag and drop images, like GMail does.  However, if the above was working it would at least allow us to save an image locally, then insert the picture inline.  This faff having to save images onto a webserver to post inline to the image, or add as an attachment just is no good at all.

this feature would be immensely helpful. I could make a quick screen shot directly to the clipboard, then paste it into the ticket inline. 

The ability to add an inline image into a reply to a ticket would be extremely helpful.  Currently we have to just add the images as attachments; when sending a customer instructions on a certain function of a program, this is extremely clunky and breaks up the flow of the email.  We have a number of non-computer savvy customers, and this would be very helpful to them, rather than trying to figure out which attached image goes where.

Any reasons why the questions in this post are not answered?

Those seems like reasonable concerns.

1. Why can't you even insert an image when replying to an email? As described by Campbell, the toolbar button is not available when replying to an email as opposed as to when replying in this forum. 
2. Even in the forum, the feature seems a bit clunky...

Google Mail and some others have the possibility to copy and paste an image directly. That's already some times that this kind of feature can be implemented in a modern web app. 

Can you clarify once for all?

I forgot:

If you don't want to bother (or don't currently have the time) to implement a nice copy and paste image feature in your web editor, you can certainly implement an email command that makes it possible to reply directly to the "recipient". Currently replying to the email will just add a public note.

As a matter of fact, inserting an image using an "email application" (ie: outlook) is easy.

By implementing such a command, you would both:

• Solve the image problem (at least partially - for those who answer directly from their email apps).
• And make the workflow much easier for those who don't really want their client to use the portal stuff (I mean those who are essentially looking for a ticketing system through email)

Now if you are making it difficult to insert images in a response because of size concerns, that's your right but you have to make it clear. In all honesty, answering with some screen shot is usually worth tens of lines of explanations and I can't see how this can work without this feature.

One last thing. Though I understand that it's not necessarily expected that you participate in a Forum thread, it is however difficult to understand that you just never come back once you have started to participate.

This is frustrating because one of the reason people spent quite some time to provide additional thorough information is that you came in... That doesn't sound really fair to let them in the dark.

And now the feeling I have (and I'm sure some share this feeling as well) is either you just don't care or, have no clue or you are not organized well enough to follow the threads where you have started to participate.

Hi Guys

Very very sorry for leaving this thread hanging. Been a bit busy with Support Tickets that I lost the Forums part. My sincere apologies.

Ok, first things first, we will be adding dropbox support soon, so a limited part of the Attachment/Inserting content will be reduced. 

We are in touch with Redactor team for helping us bring the drag/drop function in Tickets section. We have this in Solutions & Forums now, just have to use the Insert Image and just drag/drop. Sorry we won't be making the function like in Gmail, where you can drag/drop or copy something into the editor and it just adds the file. 

We will bring the same content as we have in Solutions & Forums. 

Kindly bear with us for 1-2 weeks and we will get this done. 

Just didnt' want to include too much of JS within the Editor in Tickets section, thats all. As for the issues in the Insert sections, we will fix this ASAP

regards
Vijay

Vijay,

Thanks for answering.

I would say: better than nothing.

Too bad, you don't seem to even consider the email command approach. Especially if we consider your latest announcements and offerings where you acknowledge that some small companies/startups are mostly after an email ticketing solution.

any chance you could also add the ability to embed an image with an html tag? For example: <img src="http://monosnap.com/image/9nVGmeqZFcCLq0ThJPaRjxmVF.png">

Hey guys,

The feature requested by Henry is in on its way and will be pushed live in about 3-4 weeks!! 

Thank you all for your support! Keep writing in our Forums.

Thanks,

Annapoorna 

That isn't really very helpful - it is far too cumbersome to upload screenshots to a web server when all you want to do is send quick screenshots to a customer to explain how to do something.

Any word on this?  It's been two months since the 3-4 weeks announcement.

Hey guys, 

This feature is almost over and is going through the testing phases. I know I promised a much earlier release date. But a lot has been happening here at Freshdesk (Hope you guys are seeing all the work this is being pushed out) that has kept our developers on their toes all the time. 

Also, some performance issues with the editor had to be addressed on this feature and this kept pushing the date further down. Really sorry about that, guys!

Hope you can understand. Thank you all for your love and support!

Cheers,

Anna

Any updates on this?

I am sorry to say that the feature is still unavailable, we can't insert images in the comment. It says "please upload a valid image file". Why it takes so long time to fix such a small bug? Where is the developers?

The issue reported by Heyw will be resolved in about a week's time. 

Just an FYI,

I've had no trouble copying and pasting images into freshdesk response, though there's only one way it works reliably.

Use google-docs to create your message, including any images and formatting.  Then copy the whole google-doc, and paste it into the REPLY field in the freshdesk ticket.  There's little you can't do with the formatting if done this way. I often even include very complex tables and images from reporting and analytics tools, without issue.

the only limitation of this feature, 

is that you must leave the image alignment as in-line.

-Tony

I tried copy & paste on Redactor's demo page http://imperavi.com/redactor/examples/clipboard/  Worked great. I understand it does not work for IE, so maybe that is a reason why FD isn't implementing it (if that's the case, not a strong enough reason, IMO)

What is frustrating for me is that I'm considering moving into FD from 4/5 years old OTRS 2.4 (where I can actually copy-paste a screenshot into a 5 year's old RTE), and things like this make me think a bit more about it..

Here's another idea.. also integrate with TinyGrab. TinyGrab automatically uploads a screenshot and puts the link on your clipboard. However, you can't use it as a image URL because the link is to a TinyGrab's page that displays the image. Maybe something you can work out with them.

Thanks for the link Rodrigo, it's great to know Redactor do support copy/paste.  That works absolutely perfectly for me.  So why on EARTH aren't Freshdesk supporting this?  Who uses IE these days anyway!?