Inserting videos in articles

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58 Comments

  • Bob Christensen
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    For the third time our videos shown on Zendesk and hosted on Wistia have lost their ability for viewers to choose full screen. "Display Unsafe Content" remains checked. Our export settings from Wistia have not changed, but we've tested all available Wistia export settings, to no avail Both new videos and old favorites are now too small. Is there a fix for this?

     

    Thanks

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  • Bennett Brown
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    Hey Bob!

     

    I'm sorry to hear that. I've gone ahead and created a ticket in Support system, and you should be receiving an email notification.

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  • Russell Arden
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    Why is my embed from Vimeo not responsive? Mine forces a left/right scroll. 

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  • Patrick Bosmans
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    Russell,

    I have updated your ticket that you sent us with some options for assisting with this issue. If you have any additional questions, please update me there!

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  • Katie Howell
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    Hi There,

    Just like Kristy stated 6 months ago, I am also trying to add a video that is hosted on JW Player and when copying and pasting the JW extension... https://jwp.io/s/* it comes back with "the pasted link does not match any of our supported providers" if I use a youtube link, I have no problem.

    Please advise.

    Thanks!

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  • Brett - Community Manager
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    Hi Katie,

    JW Player is a supported video hosting service so it is odd that you are receiving this error. We will need to dig into this further and gather some additional information to help troubleshoot this error you're receiving. I've created a ticket on your behalf and you should receive a follow-up email from shortly.

    Thanks!

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  • Cedric Shaw
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    I am getting the same problem. I have tried a couple of video URLs at JWPlayer and receive this error.

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  • Brett - Community Manager
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    Hey Cedric,

    It looks like the format for JWPlayer videos needs to be in content.jwplatform.com and not jwp.io format. Can you confirm you're using the content.jwplatform.com format when uploading?

    JWPlayer has an article on embedding their videos; near the bottom there's a Basic Embedding tutorial video, around 2:10 they demonstrate how to get the embed link:

    https://support.jwplayer.com/articles/how-to-embed-a-jwplayer

    Let me know if you continue to experience issues.

    Thanks!

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  • Cedric Shaw
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    Thank you for the feedback Brett but I am still having trouble embedding the video. I found the right URL but when I embed to Zendesk, it says URL not found. Any other direction is welcome.

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  • Cedric Shaw
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    Here is a screenshot of what I see. Has anyone got this to work?

     

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  • Brett - Community Manager
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    Hey Cedric,

    I'm going to generate a ticket on your behalf and pass over to our Customer Advocacy team for further assistance. You'll receive an email shortly stating your ticket has been created so feel free to reply back to that with any additional information.

    Cheers!

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  • Cedric Shaw
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    Thank you. So, the JW Player support team responded and they helped me troubleshoot. It looks like the link needs to start with //content.jwplatform.com/players/... That is, do not include http: or https:

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  • Brett - Community Manager
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    Thanks for sharing Cedric!

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  • Jason Harlowe
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    I wanted to put this question out in the wild.

    Have there been any developments on supporting screencast.com?

    I ask as a lot of folks use Snagit and other TechSmith services since screencast is part of their world seems like it would be a good public video platform to support in the guide.

    In the interim, has anyone had luck embedding screencast.com videos into their articles?

    Thanks all!

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  • Work on Tools
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    Hi ....

    i need help with videos. I know how to a video to the help center home page and to the articles. However I wanted to know other than these Vimeo, YouTube, Wistia, JWPlayer, Brightcove, and Vidyard can I host the videos to another size and then link them to the article.


    Reason being if the videos are hosted at the said sites, they become vulnerable (exposed). Can you please let me know if I can host my videos on another platform?

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  • Nicole - Community Manager
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    Hi Work on Tools,

    The services listed above are the only ones we officially support. However, another user wrote this tip on how to embed videos in two easy steps using video.js, so you could give that a try.

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  • Work on Tools
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    Thank you so much, Nicole. I'll give this a try. 

    -Ruth

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  • Chad Smith
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    I'm testing the Wistia Inline Embed code, as I need to change the embed options.

    It doesn't show the video preview in the article editor, but it then shows fine when viewing the public-facing published view.

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  • Daniel Petersson
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    Hello!

    Maybe this is obvious if you work with youtube videos but the following came as a surprise for us:

    Videos embedded with this function does not count as views in Youtube analytics.
    We have to manually add the supplied embed-code from youtube in order for youtube to see it as valid code.
     
    We tried this several times just a couple of minutes ago and every time we use Zendesk own "add video"-button; views made from within the embed does not count on youtube's own analytics site.
    However, when we manually add the supplied html-code in the articles code - it does count up!

    This means we have been following pretty much non-relevant data for the past years since the update was made to guide and this function.

    Is this something obvious that we just didn't know or something that just occurs for us? I can't find any other posts mentioning this which seems unlikely since I guess most companies atleast to some extent check their youtube analytics from their site?

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  • Sarah deSilva
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    Hi! What would be the best way to embed a video in Zendesk if the movie was made through iMovie? I cannot use a third party source to embed this particular video.

    Thanks!

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  • Brett - Community Manager
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    @Sarah,

    The video would need to be hosted somewhere so you can embed it into your Help Center article. You wouldn't be able to upload the video as an asset to your Guide theme since that would most likely exceed the file size limit mentioned here: Guide product limits for Help Center

    @Daniel, I double-checked internally and it looks like this is expected behavior. You would need to manually embed the code if you wanted it to pick up all the parameters that would send the events over to the Analytics tool.

    Cheers!

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  • Daniel Petersson
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    @Brett Thanks for digging into this and the reply!

    This would be great to mention when adding videos in guide, no? Or at least in an article such as this.

    Hopefully people are smarter than us so they understand this immediately, but in the cases they are not - to prevent customers from doing this mistake.

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  • Brett - Community Manager
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    Hey Daniel,

    Totally understand where you're coming from :)

    I'll see if I can get this article updated with that info.

    Thanks!

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  • Bill Spoonster
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    Has anyone tried to embed a Wistia channel into a guide page? We're looking to do more with this feature of Wistia and wanted to see if these could be placed into our Zendesk Guide.

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  • Nicole - Community Manager
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    Hi Bill Spoonster

    Wistia is a supported format to embed videos into your Help Center. I'm not certain about embedding a channel, but I know that you can place individual videos into articles. Is that what you're looking for? 

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  • Bill Spoonster
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    Nicole:

    We've had no issues in embedding single Wistia videos into articles. However, we've begun experimenting with Wistia channels and weren't sure if that channel embed code could be added to Zendesk. Thanks!

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  • Devan - Community Manager
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    Hello Bill,

    We did some digging, and it looks like it might be possible with Wista's “embed channel” code snippet

    Best regards.

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  • Nicole - Community Manager
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    Hey Bill -

    I also talked with the folks that handle video for our Help Center. They said they think it should be possible, and are looking into experimenting with embedding a channel. We'll be sure to share what we learn when we get to implementing it - or if you get it working, please be sure to let us know. :)

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