In the modern office of 2018 almost everyone of my end users knows how to take screenshots and pictures speak 1,000 words when it comes to troubleshooting. Sometimes they layout these images in a particular order (i.e step1, step2 ect..) It is very inefficient to have to keep going out of the tool or downloading the email of the ticket to see what it was truly meant to look like. Extracting the images out and adding them as attachments to the ticket is not enough SDM needs to evolve and show the embedded images right in the description field of the ticket. The whole point is to keep the analysts in the system and my analysts are constantly leaving back to outlook to find the email sent in for help for this specific reason. If OUTLOOK can show embedded images in the body so can SDM!