Help Center image issues in articles Follow

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14 comments

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    Helen Read

    Hi I have been having this very issue - However I have not copied & pasted images I have actually uploaded them using the photo button. Also not all images are missing just a few on several of my articles! 

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    Kate Walsh

    I'm having the same issue as Helen. Any other tips?

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    Jessie - Community Manager

    Hey guys!

    Can you give me any other details on this? For instance, is it the same image that you've used across several articles? Are there any other commonalities between the articles where images come up missing?

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    Erick Wilder

    I'm having this very issue too. There's no connection between some of the articles and even after fixing the images by hand, they're gone again.

    There's no copy/paste involved in my case. I noticed this issue when adding screenshots to a translation of an article and after editing the translation, the source language images were gone.

    I fixed all the images in the source language and other unedited translations of the same article had their images gone.

    After that I started looking to other (unedited and unrelated) articles and they also have missing images.

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    Rebecca

    Hi Erick - 

    When adding images to the articles are you hosting them directly in the article by selecting inset image and add file? Using this method to add images to articles is the only means to ensure they do not become broken. By following this process the images are hosted directly in the article and saved as an asset to the article as opposed to a reference from another source. 




    When the images breaks, it is most often a result of the image not being hosted in the respective Help Center article, so Help Center attempts to load it from the source. Zendesk does not save and host images locally when they are copy-pasted from an already hosted source. Instead, Zendesk "copies" the link to the image and then references the link in the ticket to display the image. 

    In regards to translations, the same behavior follows through, Help Center does not host images unless added directly by selecting add image and uploading. It should not matter which translation the image is added to as long it is uploaded.

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    Nina Rogers (Edited )

    I am having this same issue (or one of our clients is), and I am inserting the images directly into the articles.

    What's odd is that I can see the images, as can my colleagues and many of our clients, but we have one client who can't. Clearly it's something on her end, but I was hoping you could offer some insight. I've already had her clear her cache and use a different browser, but that doesn't seem to work. She's still getting the "broken image" icon.

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    Nicole - Community Manager

    Hey Nina - 

    A couple of other things to have her check: 

    - Which browser is she using? Is it the same as the ones you're using? 

    - Is this impacted by whether or not she is logged in to your Help Center? Have you tested it internally while logged out and in an incognito window? 

     

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    Nina Rogers

    Nicole, the images are now showing up for her. I'm not sure what was preventing the images from being displayed before, but she send me a message that she can see them now. ¯\_(ツ)_/¯

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    Jacques van Rensburg

    I have public articles where the links are broken, but when I'm logged in the images display.
    I'm assuming the article was added using the 'Insert Image' button and was the correct way to do?

    In the source I see <img src="/hc/article_attachments/360001636814/mceclip2.png" />
    Should I rather link it to a public source then?

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    James Sanford

    Hey Jacques!

    It sounds like you have copy/pasted the image from another article that is only available to signed in users currently.

    I recommend signing into your Help Center so you can view the image.  You can then right click and Save Image As.  Once completed I recommend removing the current image from your article and re-uploading that via Insert Image and uploading the file directly to the article.

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    Michelle Radeke

    Hi,

    I uploaded the images to the Guide article using insert image. However, when I copy the article to zendesk help center, the images appear in the ticket but don't show up in outlook for the customer. Currently our Guide center is only accessible to agents (not public) so I'm wondering if this makes it so we can't copy the images? Is there workaround? Thanks.

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    Jessie - Community Manager

    Hi Michelle!

    I want to make sure I understand what you're asking here. What I'm reading is that, because you have a closed Zendesk, you're copy/pasting entire articles in your tickets instead of providing a link. Is that correct?

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    Michelle Radeke

    Hi Jessie.

    Yes. That is correct. I activated the Help Center and was able to copy the article. Then I deactivated it. So that is explains that. However, we are planning to put the Guide behind a sign in Support Center and then use single sign on. How will this affect the ability to copy articles or provide links to them in zendesk tickets? What would be the difference if I made the articles visible to anonymous? Would the links be available outside of signing in to our Support Center or only for the Support Center. Thanks!

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    Jessie - Community Manager

    Hey Michelle!

    Is there a reason that your Help Center needs to be closed? The easiest way to manage this would be to open your Help Center so anyone can view it and simply provide links to the content so your customers can go view it.

    If you require sign-in, I imagine you'll run into the same issue with copy/pasting the content directly, so I'd recommend just providing the link and letting your customer sign-in to view it.

    If you want to continue providing the entirety of the content in a ticket, rather than copy/pasting the article, I'd recommend creating macros for each of them, formatted separately from the article so you don't run into the sign-in issue, and using the macros to insert the information you want to share with them.

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