I highly recommend just commenting out lines 447 to 468 of include/class.format.php permanently in OsTicketAwesome, this is one feature I need to change with every release to make images show by default in threads. I really can’t imagine hiding inline images is something people really want in a helpdesk (often people send screenshots for support requests). The only value I can see is to stop tracking of email opens, but as its a helpdesk you would presume this shouldn’t be an issue.