The Techs could reply to the users with a link to a FAQ detailing the necessary steps.
The FAQs can have inline images ... IF you have a place to host those images. You can't just drag and drop the images into the FAQ but you can use the FAQ editor (which uses basic BBCODE) to insert an image. If it is a 'hosted' image then it will display inline with the rest of the text when someone opens the FAQ.
This is what that would look like:
It used to be that you could attach image files to the FAQ, save the FAQ, and then use the URL for the images in the FAQ to embed them inline. However, SolarWinds broke that functionality a long time ago and it's never been adequately fixed.