Currently, SmarterTrack shows ticket messages in plain text format. Most inline images should be linked to the message as an attachment, as shown below:
If a message indicates that there was an inline image which was not included as a message attachment, you can view the original HTML message by clicking on the ellipses at the top right of the message and selecting View HTML.
Related items are displayed as summaries to prevent confusion. Because there may be multiple related items on a ticket, trying to display each related item in full could make it difficult to follow each conversation. By only showing the summary and requiring the agent to click view makes it clear which information belongs to each related item, and presents that information in a consistent manner.