Inserting videos in articles Follow

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22 comments

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    Jack Chase

    Good afternoon,

    I have followed your instructions in this article (including enabling unsafe html), and I am able to see the videos displaying (and playing correctly) as I post my article from the agent's editing mode. However, after my article is posted, my article appears with only text (no video) from both the "Show in Help Center" button and the route my customers would take.

    Do you have any insight into solving this problem?

    Thank you!

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    Maxime Rainville

    @Jack

    Your video is being stripped out because of a security settings design to prevent cross site scripting.

    If you trust your editors not to put bad content on your portal, you can disable the setting under: Guide settings > Security.

    Make sure Display Unsafe Content is checked.

  • Avatar
    Jonathan Ho

    Hi there.

    I've just embedded a video and it's showing up in the article but there's no sound. Is there some separate setting to make sure that sound is included when doing this?

    Thanks

  • Avatar
    Nicole Relyea

    Hey Jonathan - 

    Apologies for the delayed response, but welcome to the Zendesk Community! 

    Which third-party service are you using for the video? 

  • Avatar
    Jonathan Ho

    Thanks Nicole. The video is hosted on YouTube.

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    Nicole Relyea

    ok. And it's safe for me to assume you're not having any audio issues with the version on YouTube?

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    Jonathan Ho

    That's correct. No issues with the original video, only the version that was embedded.

  • Avatar
    Nicole Relyea

    Check to see if there are any errors displaying in the web console when the video is playing and let us know if there are. 

    I'd also suggest removing it, saving the article, and then re-adding it back in, in case there is some kind of caching issue that's causing the problem. 

  • Avatar
    Jonathan Ho

    All working now as it should be, Nicole. I updated the links we were using. Thanks for the help :)

  • Avatar
    Nicole Relyea

    Glad to hear it, Jonathan! Let us know if anything else comes up. We're always here to help.

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    Keith

    Thanks, I have my videos showing on my article, but they are not centred, they show on the left. I have selected the video and set the alignment to centre
    , but they stay on the left. Any suggestions?

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    Jessie Schutz

    Hey Keith!

    I did some testing on this in my own instance but didn't have any luck getting the video centered. The only solution I can think of is to increase the size of the video itself (ie: height and width at 100%) so that it takes up more screen real estate. It may also be possible to make modifications to the embed code itself, but I don't know for certain.

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    Maria Andersen

    If  make a vimeo or youtube video that anyone with the link can see, but is not available in the video platform search, will that work when embedded in Zendesk guides?

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    Nicole Relyea

    Hey Maria - 

    I'm pretty sure that should work, but I'm checking on this for you. Standby!

  • Avatar
    Nicole Relyea

    Hi Maria - 

    The official word is that it should work. As long as you're using the embed code, that gives access; the embedded video has no way of verifying identity. 

    Give it a try and let us know if you run into any problems!

  • Avatar
    Sarah Kelly

    Hey ZenDesk - Our videos stopped showing up in articles on 4/5 of our customer service sites and after reading your article, I noticed that the "Display Unsafe Content" wasn't checked in guide settings for these 4...  not sure how that happened, and I've re-checked those boxes now... but would love to know if there's a way to get back all those embedded videos that were stripped out, without having to manually go into each and every article & add them back in?

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    Nicole Relyea

    Hey Sarah - 

    Welcome to the Zendesk Community! That does sound like a pain. I'm not certain there's an easy way to do this, but I've asked our support team to take a look. 

  • Avatar
    James Sanford

    Hey Sarah!

    In my testing once I had successfully embedded a video in my article, then disabled the option for Display Unsafe Content, the video is displaying again after I enabled Display Unsafe Content once more.  Are you not experiencing this?

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    Sarah Kelly

    Thanks Nicole & James. Videos didn't seem to come back right away when I enabled "Display Unsafe Content". So I went in and manually added one back in myself... and I was waiting on ZenDesk's response before doing the rest.  But then the rest of the videos came back without me having to do any further intervention... sooooo happy that this manual effort won't be necessary!

     

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    Nicole Relyea

    Hey Sarah - 

    Glad to hear they came back for you! Let us know if there's anything else we can help with. :) 

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    Victoria Gardin

    Hi! We're going to set up a Zendesk guide and would like to include video in our articles. We're questioning which third-party video hosting service to choose. Our main concern would be that we only want people with a Zendesk access to be able to access the video - so basically apply the Zendesk logins to the video hosting service. Any recommendations about this ? Thanks!

  • Avatar
    Nicole Relyea

    Hi Victoria -

    I don't have any recommendations for you beyond what is listed in the article. However, I see that this is your first post and wanted to welcome you to the Zendesk Community! I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.

    We look forward to seeing you around the Community. Happy Zendesking!

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