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Working with images in the media library



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Elizabeth Williams

Zendesk Documentation Team

Edited Oct 15, 2024


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44 comments

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Cheeny Aban

Zendesk Customer Care

Hi Hrishikesh, 

I created a ticket on your behalf so that one of our engineers will be able to look into your account and investigate

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Katarzyna Karpinska

Zendesk Product Manager

Hi All, 

Thank you for all your comments. We are working on adding bulk deletion to the gallery right now and it should be available to all our customers in the next couple of weeks. 

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The form shared for product feedback in a June comment reply is broken. I'm happy to submit in the right tool.
Ask, could you add the ability to maintain alt text for the image that then applies when you select the image to include in 1 or more articles? I imagine this would be a go-forward option only.

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Brett Bowser

Zendesk Community Manager

Hey Lue, 

Thanks for sharing this with us. Here is the correct link for you to access: 
Product Feedback + Feature Request Post Template
 
I hope this helps!

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When using the "Replace media" feature, is there any way to prevent the new image from publishing immediately? We are often staging UI updates in our help desk before our system is officially updated, so publishing the new image immediately isn't conducive to our needs. 

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Lyn Thompson

Zendesk Luminary

We have the same issue as Kimber Wiggs. The only option at the moment is to add a new image instead of replacing the existing one. This means we have to follow-up to find the image at a later time and delete it. Unless you have another solution for this that I'm not aware of?

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Mike DR

Zendesk Customer Care

Hi Kimber!

For now, there isn't a way to delay the image to show up. Sounds like a helpful feature to have and I would suggest submitting product feedback here: Giving product feedback to Zendesk in order for our community to upvote it.

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Hello. How can I obtain the actual URL of the image? They're all hidden behind this new system now. I use images in the backgrounds of tables and the only way to get them to appear was to use the URL directly to the JPG.

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Is there a way to download images from the media library, or do an export of all images in the media library?

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Gab

Zendesk Customer Care

Hi Kirsten, 
 
I'm afraid exporting images in the media library isn't something we have available at the moment. However, I totally agree that that could be a great feature to add! I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs as conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. 
 
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
 

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Uploading images to the media library Section of this article | ISSUE

 

In this section of the article it advises that Google Docs can be used to upload pictures right to the media library. 

  • Copy the image from Google Docs or Microsoft Word (365) to the article in which you want to use it. The image will be automatically uploaded to the media library and inserted into the article.

It seem that copying an image from Google docs will no longer upload them to the library, it will still put the image on the article but come up with the following error “Failed to copy content”. I'm not sure if this is a change made on Zendesk's end or Google. That being said, i can say that using Microsoft Word 365 works correctly still, copying and pasting pictures from Word 365 to an article will automatically upload the images to the media library like Google Docs used to do.

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We are also seeing the “failed to copy content”. The image will show up in the article editor and publish, but if you click Media Library you'll see the image(s) will NOT be shown anywhere, including “In this article” or “your media”, even if I can see it with my eyes. Eventually it seems these images turn to blank white spaces on the articles and our users have to complain and point it out.

When I try to fix in the article editor, copy and pasting the original image from Google Docs (by the way, NOT “Drawings”; we already know those don't copy) the initial problem is revealed - an image will paste visibly, but a message flashes “Failed to Copy Content”. If you don't notice that, you don't realize the image isn't really saved and it's only a matter of time before it whites out again.

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I would like to see an easier way to access the Media Library without having to go into an article. It would be easier to be able to access the library as an Admin function. I see this as a benefit as a Admin user would potentially be able to add multiple images at once, the ability to add Alt Text to that one image. Then this would enable the article authors to just insert the image without having to add the images, then go into Source Coding to add the Alt Text. This would also keep the Alt Text for the one image consistent, and assist those who are not familiar with coding to not miss the information. 
 

Content blocks offer a nice way to add Alt Text by highlighting the image, and just type on the same page, I would like to see that same functionality with the image editor. Could it be added as a part of the View details option in the image details?

Is this something that can be considered?

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