Help Center image issues in articles

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42 Comments

  • Emily Johnston
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    We used to be able to copy/paste an image from Snipping Tool right into the article in Guide and now we are no longer able. Adds so many steps to have to use "Insert Image."

    5
  • Emma McGahan
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    We're having the same problem as Emily - we used to be able to take a screenshot and paste the image right in, now (as of a couple of days ago) that's breaking the image.  Is this a bug being fixed or was it intended?

    4
  • Jessica Smith
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    I have used a copy/paste from Snipping Tool and from Paint and both do not show up after saving. They turn into this broken file image. Originally after pasting, they appear fine. It's only after saving the article that they turn into the broken file image.

    2
  • Laura Hippert
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    Hello! I just wanted to let everyone know that we are looking into the issues that you are reporting and may reach out in a ticket for more information if we are unable to reproduce. I will keep you posted as we know more!

    1
  • 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.

    1
  • Nina Rogers
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    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)_/¯

    1
  • Nina Rogers
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    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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  • 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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  • Jessie Schutz
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    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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  • Karen D Snyder
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    I don't know if this will help anybody, but we had an issue where in some articles, the images were broken and looked like this:

    In the article editor, I compared the source code for the broken image with the source code for an image in a different article that does display correctly, and saw a difference

    The broken image code has source URL with a different helpdesk subdomain (I substituted xxx for the subdomain):

    <img src="https://xxx.zendesk.com/hc/article_attachments/360020684112/mceclip0.png">

    The unbroken image code doesn't contain the helpdesk subdomain:

    <img src="/hc/article_attachments/360024009132/mceclip0.png">

    I edited the broken image code to remove https://xxx.zendesk.com from the URL, and that fixed the image!

    I believe that this article was copied and pasted from one subdomain to another, so that was probably why the other subdomain was in the URL, though I'm not sure why the URL contained the subdomain in the first place, instead of just starting with /hc.

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  • Alyssa Callahan
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    We're also experiencing the same issue as Emily and Emma.  Most of our employees use Snipping Tool or FastStone.  All our authors paste their screenshots into Word and add borders.  Those that use FastStone may add other accoutremants to their images first.  Then we would paste them into Guide.  This was the status quo for quite some time... we only began experiencing issues with it in the last several days.  

    Without the ability to edit our photos before adding them into the article draft, our photos often blend into the text and it makes a lot of our articles illegible and frustrating to sift through - not a very good user experience at all.

    In addition to this, and to Emily's point, it also adds a lot more steps in our process.  Now we have to save each screenshot somewhere on our computer.  We have a lot of image-heavy articles, which makes this a very cumbersome process.

    Are there any fixes in the works for this issue?

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  • Nicole - Community Manager
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    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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  • Devan - Community Manager
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    Hello Paul Murray,

    I've gone ahead and created a ticket for you regarding this issue so our team of Advocates can look into this issue more in-depth. You should expect a reply shortly, and we appreciate your patience at this time. 

    Best regards. 

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  • Asaf Malin
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    Copied from whatsapp web, don't have original url source, images that I upload without pasting work fine. I think you should warn when pasting photo that it will disappear when the source won't be available

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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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  • Jessie Schutz
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    Hi Asaf!

    If you copy/pasted the images directly from a different website, it's quite likely that those images are no longer available in their original source. To clarify, are the images you uploaded directly still displaying?

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  • Dr. J
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    Thanks for documenting this! ♥️

    0
  • James Sanford
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    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.

    0
  • Chris Bigelow
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    Hello We have an issue when viewing articles with image in zendesk widget
    I added an article image and when I view the source it shows the source code as this: <img src="/hc/article_attachments/360039178491/foo_bar.png" alt="foo_bar.png">

    and when I tried to view it on the Zendesk Widget.. it shows like this:

    <img src="//:0" alt="foo_bar.png">

    am I missing something?

    regards

    Chris

    0
  • 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

    0
  • Rebecca
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    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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  • Kate Walsh
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    I'm having the same issue as Helen. Any other tips?

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  • Erick Wilder
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    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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  • Jessie Schutz
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    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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  • Paul Murray
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    I'm having the same problem; If I'm logged in I can see the images, if I'm not, I can't see them.  I just tried saving an image locally and re-loading (as I have historically done lots of cut and pastes from other articles for things like icon images); The first image worked the second one didn't - and I used exactly the same process both times.  I've then come to the page a different way and the second image is now working....  Most images were through the snipping tool with a direct paste into the article - I shouldn't have to save a snipping tool image, then go to the upload button ... too many clicks a straight paste should be possible.

    Sometimes a Ctrl-F5 will have it appear ... other times it takes uploading multiple times before it'll eventually show.

    Sometimes if I rename the file it works ... but other times it doesn't - it even still shows the old file name, even though I've deleted it, renamed and uploaded the file again.

    ... lastly, sometimes if I wait for 10 minutes, the image will eventually work.  So I assume there's some sort of caching going on that's not refreshin at the Zendesk side of things.

    I've taken over an hour to try and get 10 images working in a help file that I thought was good to go weeks ago.  I thought I had them all working ... now all but one are no longer working;  I checked on another computer in multiple browsers and had different results in terms of which images were working and which weren't. Argh!!!

    It shouldn't be this hard!!!!

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  • Jessie Schutz
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    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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  • 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!

    0
  • Michelle Radeke
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    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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  • 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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  • Joel Baldwin
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    I also have an end-user for whom the images won't display in an article. I always upload my image files - no copy and paste - so I would like to be able to advise my users. I've seen mention of "what browser" as a question but no recommendations, i.e. you must have this browser up to this release level, or "stop using a Mac' or something like that. All my images are .png files so there should be few interoperability issues. My user is logged in otherwise she couldn't read the article in the first place, so that is not the issue. What can I tell her?

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