Freshdesk lets you annotate images that are sent as ticket attachments and used in a knowledge base article. By annotating an image, you can highlight specific portions of a screenshot or an image to help customers understand an issue better.
A quick guide to annotate an image attached in tickets
Attach the image
Hover over the file name
The annotate icon appears, click on it to start annotating on your attachment.
A quick guide to annotate an image in the knowledge base article
- Drop the required image in the content creation space while creating or editing a new article
- Click on the image
- Click on the annotate icon that appears, to start annotating the image
What are the various annotation tools available?
The Pencil Tool
Select the Pencil tool
Click and drag to draw a line
You can undo this action if you’d like to redo it
The Arrow Tool
Select the Arrow tool
Hold and drag to point the arrow in the desired direction
You can undo this action if you’d like to redo it
Ellipse and Rectangle Shapes
Select the desired shape
Hold and drag to draw the shape to highlight a section of the image
You can undo this action if you’d like to redo it
Text
Select the Text tool
Click where you wish to type in the text
Once the text cursor appears, type the desired text
Blur
Select the Blur tool
Hold and drag over the desired area of the image to blur it. This will help highlight a specific portion of the image
Color
Select the desired color
Annotate using any of the above tools
Note: Once an annotation is made, it cannot be altered. You will have to undo the previous action and annotate again.
If you wish to revert the annotations on an image and start afresh, click on the Revert to Original option that appears towards the top right.
If you wish to save the annotations on the image and proceed with sending the attachment, click on the Save option that appears towards the bottom right.
If you wish to discard the annotation on the image, click on the Discard option that appears towards the bottom right.