Issue with copy and pasting images into ticket responses | Community
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Issue with copy and pasting images into ticket responses

  • November 23, 2021
  • 24 replies
  • 0 views
R

Recently, I've noticed some odd behavior when attempting to copy and paste images into the editor when writing up responses to customers. It happens within the Public Reply and Internal Note tabs.

More specifically, it seems like you can't copy images directly from an Outlook email into Zendesk. I can reproduce this behavior using the following steps:

  1. In Outlook, compose a new email.
  2. Use any type of Screen Capture software to capture an image. In this case, I've used both the Snipping Tool and the Snip & Sketch utilities included in Windows.
  3. Take the image and paste it into the body of the email in Outlook.
  4. Click on the pasted image in Outlook at copy it (ctrl + C). This will copy the image in the email to the clipboard.
  5. Go to the Zendesk Public Reply or Internal Note sections in a ticket and attempt to paste the image (ctrl + V).

    From my experience, nothing happens. The image is not pasted into the field, however, there are no indications or error messages explaining why.

  6. Now, go to the program used to capture the image (such as the Snipping Tool or Snip & Sketch) and copy the image directly from the program (Ctrl + C).
  7. Go to the Zendesk Public Reply or Internal Note sections of a ticket and attempt to paste the image (ctrl + V)

Pasting it directly from the program should allow you to paste the image as intended. I was wondering if anyone else was also experiencing this behavior. If so, is this intended behavior or a possible bug when pasting images from Outlook?

I'm currently using Outlook version 2110 (Build 14527.20276 Click-to-Run)

      24 replies

      Roxelle
      • Roxelle
      • November 24, 2021

      Hi Robert,

      Thanks for posting. I’d like to know more about what’s happening — was this working okay before? Is the issue only happening when copying an image from Outlook? How about on Gmail? Also, have you tried pasting the image into several other applications?

      R
      • Robert42
      • Author
      • November 24, 2021

      Hi Roxelle,

      Thank you for the reply. It was working in the past, but I recently noticed that I was no longer able to paste images from Outlook as of October 21st, 2021. I wasn't sure if this was possibly caused by an update from Outlook, Zendesk, or if copying images from Outlook was no longer supported by Zendesk.

      I am able to confirm that I can copy images from other email providers. I tried both Gmail and AOL. Both worked as expected. The issue seems to be isolated only to Outlook.

      I have tried pasting the images from an Outlook email onto Microsoft Word, the Windows WordPad application, and directly onto other email clients (such as Gmail). In all of these other scenarios, it did copy and paste correctly.

      If this functionality is supported, could it be possible that it's my version of Outlook? I'm using Outlook that came with Office 2016 so I'm not using the Office365 version.

      Roxelle
      • Roxelle
      • November 25, 2021

      Hi Robert, 

      Thanks for the update. I will be creating a ticket for you to further investigate your concern. Please look forward to my email. 

      J
      • James167
      • December 13, 2021

      Was a solution found? I'm essentially having the same issue, however I have a newer version of Outlook: Version 2111 Build 16.0.14701.20206.

      R
      • Robert42
      • Author
      • December 13, 2021

      Hi James,

      I was able to work with Zendesk customer support and they confirmed that it was a bug on their end. We found that this issue affects both Google Chrome and Microsoft Edge. However, it does not affect Firefox. I'm currently using that browser as a workaround until the fix is applied.

        J
        • James167
        • December 13, 2021

        @robert42 Thanks for the quick response and the details. I just tried the Firefox workaround and it also worked for me. Thanks again!

          R
          • Robert42
          • Author
          • December 22, 2021

          Hello Roxelle,

          I was wondering if the Zendesk development team had any type of ETA on when this issue is likely to be fixed. In the ticket, you mentioned that a deployment would be happening on December 10th and the fix might be included then. However, I re-did the testing for the Google Chrome and Microsoft Edge browsers today and can confirm that the issue is still present. I'm currently using Firefox as the workaround as it still works in that browser.

          Dave12
          • Dave12
          • December 23, 2021
          Hi Robert,
           
          I checked the ticket, and it looks like the date mentioned was January 10th, not December 10th. These dates can change of course, so all we can say is that's the planned date - sometimes rollouts are delayed, and often they are done slowly over the course of some days. Thanks for your patience!
          R
          • Robert42
          • Author
          • December 23, 2021

          Hello Dave,

          You're right, I misread the date. Thank you again for confirming.

          Dave12
          • Dave12
          • December 23, 2021
          No worries, glad I could help clarify!
          Nicki12
          • Nicki12
          • January 20, 2022

          Has this update been pushed back again? I am still having this issue 

          O
          • Onur11
          • February 2, 2022

          This is a huge annoyance that is very frustrating and slows me down. Why can't we copy and paste images within in-line text? 

          Dave12
          • Dave12
          • February 17, 2022
          Hi everyone, 
           
          The rollout that should take care of this issue is proceeding, and should be complete by the end of March. Thanks for your patience!
          O
          • Onur11
          • February 17, 2022

          Great news. Surprising that it took this long to implement.

          R
          • Robert42
          • Author
          • February 17, 2022

          That's great! Thank you for the update.

          George42
          • George42
          • March 6, 2022

          Hi Zendesk Support

          I am still having issue with CTRL V image from Snipping tools.It is intermittent. When it happened, I have to close Zendesk browser and re-open it, to paste the image.

          Please update once the fix has been rolled out. Thanks

          David220
          • David220
          • March 11, 2022

          Since a few days we also can't paste images anymore. This is a basic feature an we use it all the time 🙏

            tobias.persson

            We are also having this issue, any information on when the fix will be out?

              David220
              • David220
              • March 16, 2022

              The issue is fixed for us today ;-)

              R
              • Robert42
              • Author
              • March 16, 2022

              I can also confirm that it is now fixed. I am now able to copy and paste images from Outlook directly into the Public Reply and Internal Note tabs using Google Chrome.

              J
              • Jonathan76
              • February 7, 2023

              was there some setting that had to be turned on in admin center for this to happen. Our company is still having this issue.

              C
              Hi Jonathan,

              This article might help: How do I add images into the body of a ticket?
               
              If you continue to have issues copying and pasting images to a |ticket, kindly raise a ticket with our support team directly and we'll be glad to help! See Option 2: Contacting Zendesk Customer Support from within your product. Thanks!
              Marina17
              • Marina17
              • June 11, 2023

              I am also having an issue pasting but it does not even have to be an image, simple text will also crash the browser (using Chrome). Any time I try to paste, I run the risk of crashing. 

              Any fixes? 

               
              Darenne
              • Darenne
              • June 13, 2023

              Hi @marina17, 

              I understand that you're encountering issues with pasting plain text in your Chrome browser. I just made a test on my test account but not able to reproduce what you're experiencing. This being said, can you please confirm if you have the updated version of your browser? If not, kindly please update it to the latest version and see if you still encounter it. Is this happening too after you clear your cache and cookies? 

              Also, is this happening to any browsers aside from Chrome? How about using an incognito window? Another possible reason would be browser extensions, can you please try to deactivate the browser extension in the meantime as sometimes this is causing the issue to occur. 

              Let us know of any updates! 

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