Zendesk operators can't add inline images to comments on Zendesk tickets created using the Channel Framework's PUSH API (POST /api/v2/any_channel/push).
Is it because the original service that sends the ChannelBack doesn't support it?
Or is there another setting?
There are three reply methods (Slack Channel, public reply, internal note).
Adding images is possible with public reply and internal note, but not when selecting a Slack Channel.
Thank you for your detailed question.
You are correct in observing that Zendesk operators are unable to add inline images to comments on tickets created via the Channel Framework’s PUSH API when responding through certain channels like Slack.
This limitation stems from how the original service receiving the ChannelBack handles message formatting and supported media types. Specifically, Slack’s API and the Channel Framework integration may not support embedding images inline in messages sent as replies through the Slack channel option.
As you noted, adding images works fine with public replies and internal notes because those go through different processing paths that support attachments.
Currently, there isn’t a separate setting within Zendesk to enable inline images for Slack channel replies due to these external API constraints. We recommend continuing to use public replies or internal notes if you need to include images.
If this capability is critical to your workflow, you may consider submitting a feature request for enhanced support of inline images in channel framework integrations.
Please let us know if you have any other questions or need assistance with alternative approaches.