Help Center image issues in articles

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43 Comments

  • Dr. J
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    Thanks for documenting this! ♥️

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  • Bruce Michelsen
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    Before 12/20/19, images were displaying fine for end-user accounts. Since 12/20/19, if we modify a page, the images don't appear to end users, but do appear to agents/admins.

    We source content in Confluence and use the Zendesk Knowledge Base Sync for Confluence to push content to Zendesk. Typcially, we publish a page to Zendesk, then permission it, then re-publish the page after later changes. Until 12/20/19, we weren't seeing problems with images not appearing. Since 12/20/19, we are seeing images missing in pages for end-user accounts, but there for admin accounts.

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  • Brett - Community Manager
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    Hey Bruce,

    This can occur if the images are hosted where authentication is required to view. We always recommend uploading the image directly to the article you're publishing so any user is able to view. Can you confirm whether or not that resolves the issue for you?

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  • Bruce Michelsen
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    No, that doesn't resolve the issue for us. The images are in Zendesk attached to the article.

    In our process, we sync the page to Zendesk, then permission the page. Any updates are synced automatically. Until 12/20 changes were syncing correctly. After 12/20, images in changed pages are no longer visible to end-users, but are to agents.

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  • Bruce Michelsen
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    When inspecting images in a Web browser,

    • on a page where the image does appear, the HTML looks like this:
      <img class="confluence-embedded-image" src="/hc/en-us/article_attachments/360049205214/06d2d50b46c24a53b8bb57dc91eba1667cb50bf7a89f4fe1bb630c952977c6b8.png">
    • on a page where the image does NOT appear, the HTML looks like this:
      <img class="confluence-embedded-image" src="https://rainfocus.zendesk.com/hc/article_attachments/360055544833/file">

      The locale and filename are missing.
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  • Bruce Michelsen
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    Sometimes when I refresh a page in Zendsk where an image is missing, I see the "Page view limit reached, please try again in a minute." message.

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  • Brett - Community Manager
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    Hi Bruce,

    Thanks for the additional information! We will need to look into this further with you so I'm going to create a ticket on your behalf so our Customer Advocacy team can assist.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Flore
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    Hello,

    I am having similar issue: I uploaded the images directly into the article. When looking at the article as an agent, I can see the images correctly. However, when logged in as a user in our app (where the Zendesk guide is embedded), I only see the image title. For info, all images are png.

     

    Thanks in advance for your help


    Flore

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  • Bruce Michelsen
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    For end users to see images, we had to ensure that the images appeared in the Article images tab and not the Unused images tab.

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  • Thomas Sparrow
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    Hi Bruce Michelsen

    Would you mind sharing a bit more info on your fix/workaround?

    We are using the confluence to ZD sync app as well.

    It was working brilliantly so we built it into our processes only for ZD to go and make changes and break it for larger articles and there response to kolibri was apparently to write shorter articles (great!)

    I am now testing a fix for this but now have the image issue - agents can see the images but end users cannot.  I am soooo thankful i found this before our next major release.

    Any information you could share would be great

    Thanks, Tom

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  • Flore
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    Hi Bruce Michelsen,

    Thanks a lot for your answer. I have checked, and all our images appear in the Article images tab (not on the unused tab).

    Anyone other idea of a fix on that front?

    Thanks a lot,

    Flore

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  • Bruce Michelsen
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    Flore Flore

    Zendesk support had me try enabling the "Display unsafe content." It didn't work in my case, but might in your case.

    Thomas Sparrow

    My guess is something changed at Zendesk or at Kolibri that broke what the sync app was doing. I worked with the Kolibri (the sync app provider) to associate images to pages so they appeared in the Article Images tab, which was the workaround so end users could see images in pages that we updated after initally syncing and user-segment permissioning them.

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  • JACQUELINE LEHR
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    I just published a large document set and images in over half the articles disappeared from the Article images tab. I still see the images in edit mode. After publication, I now have to browse through the entire set in the help center to hunt for broken images, upload them again, and reassociate them. Every image was added to the articles correctly - I did it myself. There are no access permissions issues. Display unsafe HTML is on. Why does this happen? Zendesk is not very Zen for me at the moment.

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