Allow to Drag and Drop Images like GIF and add it Inline to the Answer

Title: Allow to drag and drop Images like GIF and add it Inline to the Answer.

Usecase environment:

  • average concurrent agent count?
    Every 7 Ticket we answer would be more easy to show things with a screen recording saved as GIF
  • average tickets a day?
  • what roles/people are involved?
    Application Engineer
  • everything else which you think is useful to understand your use case?
    A screen recording made showing how to do things more easy

What is the idea or pain point:

  • describe what is the problem you like to solve?
    Easy lead customer to the buttons and Feature in the application
  • why is it not solvable with Zammad standard?
    Not possible to add animated GIF inline. Added as attachment they sometimes get overseen and do not allow to use it together with a text description to pinpoint certain workflow.

Other apps with a nice solution - Thunderbird:

  • Insert into Thunderbird
  • Idea for a more complex to set up, that way you do not need a recording software:
    Add a shortcut that trigger the Browser WebRTC screen sharing and use it to record a video that could be either add inline as GIF or add as MP4 attachment.

Expectation (not solution):

  • An easy way to show user how to do things.

First discussion: How to get GIF animation Working - #4 by MrGeneration


Have you considered creating Knowledge Base answers using the inline GIFs? There you can add inline GIFs and easily integrate the KB answer into your emails.

The Zammad Knowledge Base got published after we started using another solution. So we do not want to use an additional tool. Currently, we do not consider migrating.

If you look at it the other way, Zammad knowledge support this feature, so I do see many potential for migrating this feature to Zammad.
(I assume that the codebase for editing the knowledge base and the ticket part are similar)