You can insert images in the body of your Help Center knowledge base articles. When you insert images, they are added as attachments to the article. Large images are automatically resized to fit the width of the article.
Be sure to insert the image, as opposed to copying and pasting the image from another source, to avoid image issues. As an alternative to inserting images directly in your articles, you can host your images on a public file server and link to them.
To insert an image in an article
- In Help Center, create a new article or edit an existing article.
- Place the cursor where you want the image to appear.
- Do one of the following:
- Drag and drop the image into the body of the article.
- Click the Insert image button on the toolbar, then click Upload images and select your image.
The image file size limit is 20 MB.
Images are automatically adjusted to fit the width of the article, using a compression feature within CSS. It's a good idea to manually resize images that are more than 1600px wide, as the compression might cause the image to appear distorted in the published article. You also might want to manually resize images if you are using Web Widget (see Optimizing images for Web Widget below). - Click Insert in the dialog that appears.
The image appears in your article.
- Click Save.
If you have a closed Help Center that requires all users to sign-in, article images will appear broken in email notifications sent to users who are following your Help Center. This is a known issue.
Optimizing Help Center images for the Web Widget
To make sure the images in your Help Center articles display correctly in the Web Widget, it’s important that the images are added to the article at the desired size.
When Help Center articles are converted for viewing in the Web Widget, the article’s images are stripped of their attributes in the HTML tags (except for the src and alt attributes), and custom CSS rules are ignored. For most images, this isn’t a problem. However, if the original images are very big, and significantly resized in the HTML or in a custom CSS, they can appear awkwardly large.
Say, for example, you want to display an icon in your Help Center article. The icon’s original image is 300x300 pixels. To display it at a more reasonable size, the HTML is modified by adding the attributes width=“6%” height=“6%”.
In the Help Center article, the icon is 18x18 pixels, 6% of the actual image size. When the article is processed for the Web Widget, and the width and height attributes are removed, it goes back its original size and, even after being sized down to fit inside the widget, it’s too big for an icon.
Simply resizing the original image down to the size you want, rather than manipulating the size in your code, avoids this problem.
38 Comments
Brett,
I know that editing the source code is possible, and that's fine for me. I was looking for something more like the link editor where you can add the image and the proper alt tag all in one step. I have folks updating some of our help content who are not familiar with HTML and they are a little intimidated by having to dig into the source code to make these changes. So, there's no ability to add an alt tag when uploading the image file directly? It currently has to be done in the source code?
Andrea
Hey Andrea,
I double-checked in my test account and you are correct. There's no way to add an alt tag outside of the source code. I understand where you're coming from though and not all users are experienced with HTML.
I'll be sure to pass this feedback along to the appropriate team so they're aware of this need.
Appreciate you bringing this to our attention!
Hi Brett
I'm a new user of Zendesk, I would like to send the picture from Zendesk in the channel of Facebook messenger. How can I do it?
Hello Ari,
Just stepping in to answer your question! You can actually attach a picture or file when replying to a social messaging ticket from the ticket interface as mentioned in this article about Using social messaging channels.
Let us know if you have other questions or if you need anything else! :)
Brett Bowser
I found the problem on Zendesk, On the Integration channel (LINE)
I can't send the message to my customer and it show the error message on the right screen
" Message failed: Too Many Requests"
Can you help me, please?
(Please find the attached file below.)
Thank you.
Hello Ari,
Sorry to see you've been running into issues here. Just stepping in to inform you, that I saw you now have a ticket about this sitting with our Technical Support Engineers. We have been overwhelmed with requests during this time and that takes us longer than usual to reply. Someone from our team should be getting back to you!
If you have questions about this issue please followup on the internal ticket! Thanks! :)
Hi Zendesk team,
We've been struggling with images getting rendered properly (or as expected) in our Web Widget.
I read through this article and comments and we tried out Barry's suggestion too, but we're not able to find a solution that is working for us so far. The issue is primarily for articles (and there are a lot of these) that have larger images- we take full-page screenshots with pointers to make the customer familiar with our platform page layout as they navigate the various features. These images render and look great in the Help Center, but they are too small/not clear in the Widget as you would imagine.
Ideally, we would like the customer to be able to click into the image in the Widget and have the image be expandable in a dialogue or pop up box, so the customer can view the details and pointers in the image properly.
When we apply video controls in the HTML of the article, we are able to expand the video within the same window as our software, but it's only fullscreen (no pop-up box). When we apply any target attributes in the HTML for href applied images, the image is clickable from the Widget, but expands to a new window. This isn't an ideal customer experience, but we aren't sure what else we can do to give customers the option to view the image with all details in a reasonable size.
Questions:
- Can we customize the Widget code to support a dialogue or pop-up box when customers click on videos and images in the article? We are wondering if that is even possible as we didn't find any related documentation.
- Are there any suggestions you can provide for our use case (keeping in mind the customer experience). We don't wish to reduce the image size to ensure it renders better within the Widget, as then the image appears really small in the actual article in the Help Center.
Any suggestions or recommendations would be great, thanks in advance!
Hi Jennifer, When might we be able to copy/paste images into articles? Will this feature be available by the end of the year? My issue is that I'm migrating documentation from another program (Confluence) and to load 100 articles, I'll need to insert the images for each article rather than copy/pasting the content.
Is there a batch upload feature?
Any help would be great!
Bruce
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