Options for handling images in Sticky Notes

Using images effectively in Sticky Notes not only enhances clarity and engagement but also improves the overall quality of support interactions. This guide will provide you with comprehensive steps on how to manage images, ensuring you can handle both small and large visuals efficiently.

Direct insertion of images

Sticky Notes supports direct insertion of images up to 65KB. This section outlines how to add images directly into the Rich Text Editor (RTE) of Sticky Notes.

1. For Windows users:

   • Using Snipping Tool:

     
     
     • Open the Snipping Tool from the Start menu.
     • Click 'New' to start a new capture.
     • Select the area you wish to capture. The image is automatically copied to your clipboard.
     • Paste the image into the RTE using Ctrl + V.

   • Using Print Screen:

     
     
     • Press PrtScn to capture the entire screen, or Alt + PrtScn for just the active window.
     • Open an application like Paint, paste the screenshot using Ctrl + V, make any necessary edits, and then re-copy your selection.
     • Paste the edited image into the RTE.
       
       

2. For Mac users:

   • Quick screenshot to clipboard:

     
     
     • Press Cmd + Shift + Ctrl + 4. Your cursor will change into a crosshair.
     • Select the area you want to capture. It’s copied directly to the clipboard.
     • Open the RTE and paste the image using Cmd + V.

   • Editing and copying:

     
     
     • Capture a specific area with Cmd + Shift + 4, which saves the screenshot to your desktop.
     • Open the screenshot with Preview, make necessary edits, and copy with Cmd + A and Cmd + C.
     • Paste the edited image into the RTE.
       
       

External embedding of images

For images that exceed the 65KB limit or when direct storage within Zendesk fields is impractical, external embedding is recommended.

1. Using Zendesk Help Center:

   
   
   • Log into the Help Center and create or edit an article to incorporate your image.
   • Once published, navigate to the article, right-click the image, and select 'Copy Image' or the equivalent option depending on your browser.
   • Paste the image into your Sticky Notes using Ctrl + V (Windows) or Cmd + V (Mac).
   • You can also drag and drop the image.
     
     

2. Using ticket attachments:

   
   
   • Attach the image to a ticket and set the status to "On-hold" with a clear label such as "DO NOT SOLVE OR DELETE!"
   • Optionally, tag the ticket with 'image_storage_only' and adjust your views to exclude this tag.
   • Navigate to the ticket, right-click the attached image, and select 'Copy Image' or the equivalent.
   • Paste the image into your Sticky Notes.
   • You can also drag and drop the image.
     
     

3. Using other external sites:

   
   
   • Upload the image to an external site you manage, like company cloud storage or a dedicated image hosting service.
   • Ensure the image URL is accessible to all intended users, adjusting for internal use restrictions.
   • Navigate to the image, right-click, and choose 'Copy Image' or the equivalent.
   • Paste the image into your Sticky Notes.
   • You can also drag and drop the image.

Use case examples

• Order verification: Agents can insert screenshots showing transaction details or discrepancies to quickly address customer concerns about billing or order status.
  
  Example shown here for Ticket sidebar - Notes:
  
  
  
  
• Product issues: Embed images of faulty products submitted by customers to facilitate quick assessment and resolution. 
  
  Example shown here for Ticket editor - Notes:
  
  
  
  
• Feature demonstration: Use annotated screenshots to guide users through new features or complex workflows within your service or product.
  
  Example shown here for Ticket sidebar - Notices.
  
  
  
  
• Compliance documentation: Store images that serve as compliance or procedural evidence, which can be crucial for audits or quality assurance processes.
  
  Example shown here for Organization sidebar - Logged notes.
  
  
  
  
• Design feedback: Share and discuss design elements with team members by embedding relevant screenshots directly into Sticky Notes during reviews.
  
  Example shown here for Ticket sidebar - Pinned comments.
  
  
  
  
• Training and onboarding: Enhance training materials with images or diagrams that explain processes or tools to new employees.
  
  Example shown here for User sidebar - Notices.
  
  
  
  
• Customer service records: Maintain visual records of customer interactions or product conditions at the time of service.
  
  Example shown here for User sidebar - Notes.
  
  
  
  
• Technical support: Provide step-by-step visual guides to help resolve user issues more effectively.
  
  Example shown here for Ticket sidebar - Notices.
  
  

Note:

• Make sure your Zendesk Support settings allow for image access by adjusting the 'Enable secure downloads' setting found under Attachments. Disabling this setting is necessary to ensure embedded images from ticket attachments are accessible without issues. For detailed instructions on how to adjust this setting, refer to Zendesk’s support article on enabling attachments in tickets
• Test how images appear, especially when using restrictive permissions in the Help Center or other sites, to ensure all agents can access them.
• Remember the 65KB size limit applies when adding images directly into Sticky Notes. For larger images, hosting them externally and linking to them in your notes is advised.
  
  

By following these steps, you can effectively manage image sizes within Sticky Notes, ensuring your support interactions are enhanced with necessary visual aids. For further assistance or more detailed guidance, feel free to contact our support team.