Inserting videos in articles

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58 Comments

  • Jackie Ordan
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    Is there a way to make videos responsive so the size adjusts with a change in window size, and for mobile web?

    1
  • Nicole - Community Manager
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    Hey Jonathan - 

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

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

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  • Kristy Abero
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    Hi there, 

    I'm trying to a video that is currently hosted on JW Player, but none of the JWPlayer URLs are working to add a video with the supported integration. Can you advise what the supported URL path is for JWPlayer videos?

    The paths I've tried are:

    https://content.jwplatform.com/players/*
    https://jwp.io/s/*

    Currently, I'm only able to add my JWPlayer hosted video by adding an iframe to the source code. 


    Thanks, 
    Kristy

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  • Jessie Schutz
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    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.

    1
  • 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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  • 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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  • 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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  • Nicole - Community Manager
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    Glad to hear it, Jonathan! Let us know if anything else comes up. We're always here to help.

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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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  • Jonathan Ho
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    Thanks Nicole. The video is hosted on YouTube.

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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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  • 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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  • Brett - Community Manager
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    Thanks for sharing Cedric!

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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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  • 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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  • Patrick Bosmans
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    Hello Katie,

    I tried embedding the code you have offered and was unable to find the videos you referenced in order to test.  I would like to spin up a ticket and see if there is additional information I can gather for testing purposes.  You should be getting a notification from me shortly.

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  • Victoria Gardin
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    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!

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  • Maria Andersen
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    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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  • 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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  • 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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  • Jack Chase
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    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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  • 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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  • Nicole - Community Manager
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    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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  • 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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  • Nicole - Community Manager
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    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. 

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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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  • Nicole - Community Manager
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    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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  • Jessie Schutz
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    Hi Katie! Welcome to the Community!

    My educated guess is that there's a code snippet that makes that determination, and whether that code snippet appears depends on the settings on the video when you generate the embed code block in Wistia. But that's just a guess.

    Would you be able to post the code for a video that auto-plays, and a video that does not? Maybe we can figure out what's going on buy doing a side-by-side comparison.

     

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

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