I’m a big fan of including images in my ticket responses because it helps add clarity to the words and makes it easier for customers to connect the dots.
Most of the time I use a screenshot tool to capture the image I need and paste it directly into the message, like this one:
I also have a collection of images filed away neatly that I use regularly and pull from HubSpot Files or upload from my computer:
On Thursday, I received two replies back-to-back that my images weren’t visible and asked if I could try again - one even sent me a screenshot showing the broken image.
In the inbox, all looks good.
I opened a ticket with HubSpot Support already and the Product Team was able to deploy a fix.
While I waited, the only thing that worked was attaching the images as a screenshot, which for me takes 3x as long to send a response because it can’t be directly embedded in the message and then if you have multiple images it gets even more complicated to explain.
I usually reserve screen recording for more complicated issues, but have resorted to videos for easy stuff too because it ends up being easier for the customer.
This experience makes me curious, how do you provide visual information when answering service tickets?