Inline images in Guide articles display as broken across all browsers

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7 Comments

  • Amy Gracer
    Community Moderator

    I run the json and sure enough, it returns the missing files. 

    But that just tells me that the missing files are indeed in the location where they are being called. This is also evident because I can see the images in both the Help Center Preview as End User mode and the Help Center when logged in as an Agent.

    The file clearly exists. Zendesk just isn't displaying it for End Users. Why?

     

    I am uploading via API, so I cannot go into each individual article and upload the image file again.

     

     

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  • Damir Kučič

    Hi,

    did you perhaps found the solution?

    Facing exactly the same issue here. I thought workaround would be to create unassociated attachment, parse the response json to get url and then regex through my article content substituting img src url's, prior to uploading the article. It worked in my preview, but I see this is not a sustainable solution.

    I don't get what's the point of having an API if you're having to do things in editor manually.

    Thanks

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  • Rhocela Pasigna

    Are there any developments/new fixes for this issue? I agree, this is not a sustainable solution at all. Plus the behavior of this issue is inconsistent so it's difficult to avoid. A few of our users have already reported articles with missing images and we don't know how to exactly avoid it. 

    1
  • Damir Kučič

    Hi,

    workaround is that you first create article, then obtain article id, which you use when uploading attachments so that attachments are tied to the article. In response json you get an absolute attachment path so you can use regex to substitute relative paths in your article for absolute paths obtained as a response of attachment upload and then use article update API to upload / publish your article with proper attachment paths.

     

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  • Savannah Lee

    Thanks for all your comments! Very helpful and looking into my issue now to see if this works. :) 

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  • Amy Gracer
    Community Moderator

    This is a huge issue if using any kind of API to automatically publish articles into Zendesk. I am using MadCap's Zendesk Connector, and so many images are broken. Because it is published through the API, I cannot manually adjust in Zendesk.

    Is there an estimate for providing a fix, rather than just a workaround?

    1
  • John Green

    I think it's a bit of a cop-out to just say "If the article is restricted to a specific group of users, update the restriction settings."! We NEED our articles to be restricted by user group, in order to protect intellectual protocol. It's OK once the users are logged into Zendesk - they can see the images they're supposed to. The problem is that we are also displaying the articles on our app via a Pendo widget. In that widget, users can see the articles they're supposed to, but all the image links in the articles look broken as the images are hidden behind SSO in Zendesk, and there appears to be no solution.

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