Freshdesk lets you annotate images sent as ticket attachments and used in a knowledge base article. You can highlight specific portions to help customers understand an issue better.

Available Annotation Tools

• The Pencil Tool - Click and drag to draw a line
• The Arrow Tool - Hold and drag to point the arrow in the desired direction
• Ellipse and Rectangle Shapes - Hold and drag to draw the shape to highlight a section of the image
• Text - Click where you wish to type. Once the cursor appears, type the desired text
• Color - Pick a color and use any of the other tools
• Blur - Hold and drag over undesired areas of the image to blur them

Once an annotation is made, it cannot be altered. You must undo and annotate again.

• To revert an annotation, click the Undo option next to the tools.
• To save your changes and proceed with sending the attachment, click Save.
• To discard the annotation on the image, click Discard .

Annotate an image attached to a ticket

1. Attach the image.

2. Hover over the file name and click the Annotate Image icon.

3. In the popup, use the available tools to make your changes and click Save.

Annotate an image in a knowledge base article

1. Insert the required image in the content creation space while creating or editing a new article.
2. Click on the image.
3. Click on the Annotate icon in the top right.
4. In the popup, use the available tools to make your changes and click Save.