When you insert an image into an article or content block, you can choose the images you want from the media library, a place to store and manage your images.
You can access the media library within the article and content block editors. You can use the media library to upload and insert images into your articles or content blocks, share images with your team, or if you are a Guide admin, view all images uploaded to your account.
For information about inserting images from the media library, see inserting images in articles and content blocks.
Opening and viewing the media library
You can open and view the media library from any article or content block that you or someone else has created. Within the media library, you can search for images by file name or filter them by the date they were added or updated.
To open and view the media library
- In the help center or Guide admin, create or edit an article or content block.
- In the article or content block, click the Insert image icon (
) on the toolbar. The media library opens. You can select the tabs to display the images you want to work with:
- This content block (appears if you are editing a content block): Displays all images that are used in this content block.
- This article (appears if you are editing an article): Displays all images that are used in this article.
- Your media: Displays the images that you've uploaded to articles and content blocks.
- Shared with all: Displays images that have been shared by agents and admins in your account and are available for use.
- All media (Guide admins only): Displays all images that have been uploaded to your account.
The following image shows the This content block tab that appears if you are creating or editing a content block.
Uploading images to the media library
If the media library doesn’t contain the image you need, you can either:
- Manually upload the image 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.
To manually upload an image to the media library
-
Open the media library, then click
Upload media.Note: You can also drag and drop an image into the media library to upload it.
- Select one or more images you want to add to the media library, then click Open.
Your images are uploaded to the media library and available for use.
To share an image that you've uploaded with other agents on your team, see Managing images in the media library below.
- Open a Google doc or Microsoft Word (365) document that contains images and the article that you want to copy it to.
- Copy the content of the source document and paste it into the article
editor.
The images from the source document will be automatically uploaded to the media library. If there are multiple images, the upload status will be displayed in a progress window. Once the upload is complete, the images will be automatically inserted into the article.
Managing images in the media library
Once you’ve uploaded your images to the media library, you can insert images into articles or content blocks, rename them, replace them, or delete them. You can also select multiple images and use the Actions menu to delete them in bulk.
-
Open the media library, then
click the options menu (
) on the media file you want to manage.
- Select one of the following options:
- Insert media: Inserts the selected image into the open article or content block at the current cursor position.
- Share to all (appears when media is unshared): Shares the selected media file with all agents who have access to the media library. A shared media file is noted with a Shared tag on the media file, and can be used in any article that agents create in your help center. Shared media files can only be unshared or deleted by the agent who shared the media file.
- Unshare (appears when the media file is shared): Unshares the selected media file, making it available only to the user who uploaded it. If you unshare a media file that was used and published in articles that are not your own, that media file is removed across all content in which it appears.
-
Replace media: Replaces the current image with a new one you specify. You
can use this option to upload a new image, preview the old and new images, and view
all articles or content blocks in which the image appears.
If you are replacing an image in a content block or article, the new image will replace the old image in any article where this content block or article is used, including published articles that use this block. However, the URL will remain the same, which prevents links from breaking when you replace an image.
If you are replacing an image that is shared, the new image will replace the old image in any article or content block in which the shared image is used.
-
Delete media: Permanently removes the selected image from the media library
and any published article that uses it. You can only delete the images that you have
uploaded. Guide admins can delete any image in the account.When you select this option, a new window displays a preview of the image and a list of all articles or content blocks in which it appears. Verify the image you want to delete is not shared or used in any other article or content blocks prior to deleting it. If a deleted image is used within a published article, the article will display a broken image icon where the image was placed.Note: When you delete a media file from the media library, articles that previously contained that media file will display information in the usage view indicating the attachment has been removed and the file name is unavailable. If you don’t want to delete the media file from the media library and all affected articles, you can instead remove it from within the article in which it appears, leaving it in the media library for use in other articles.
Open the media library, click the options menu () on an image, then
To bulk delete media from the media library
-
Open the media library, then select
the media that you want to delete.
You can select a maximum of 30 media files at a time.
- Click Actions, then select Delete selection.
- Review the list of articles and content blocks that contain the media you want to
delete. If you want to proceed, click Delete media to permanently delete the media
without any further confirmation.Note: Since deleting media will remove it instantly across all content in which it appears, you may want to return to the article or content block and make minor edits to remove any mention or reference to the media file before you delete it.
Viewing details about media in the media library
You can view details about media files in your media library such as file name, size, and where it is used.
To view details about media in the media library
- Open the media library.
- Click the file name of the media file that you want to view.
- Review the information displayed in the View details window.
You can also use this view to unshare, replace, or delete the selected media file. See Managing images in the media library above.
44 comments
Gretel (Gretel) Galo
Is this feature only available in Copenhagen theme? Trying to find image gallery in Mink theme by Lotus.
0
Tobias Grønbæk Melander
Has this feature been extended to the 'Professional' level plan as recently and not only enterprise?
Asking since I just checked and we haven't updated, yet suddenly I have access to the image gallery instead of the usual image upload and don't want to lose our images if it were to revert back due to it being an error.
0
Katarzyna Karpinska
Tobias Grønbæk Melander, the new image gallery is available to all our customers on all plans.
1
Tobias Grønbæk Melander
That is great, thanks for the quick answer!
0
Aaron Johnson
Does this feature only work with new image files added to articles, or does it import existing image files into the gallery?
0
Ari
Is anyone else getting an HTTP ERROR 401 when they try to view the image files as an end user? It seems like a permissions issue with the domain of recently uploaded files or the gallery tool inserts the wrong path for the image, not one that can be accessed by end users.
For example, after I upload an image through the new gallery modal, I can see it embedded in the article when logged in to Guide: https://subdomain.zendesk.com/guide-media/01H2AYVWV94F4ENYYJFVFPSGTS
but when I try to view the article on the article page as an end user, the image doesn't load.
The only URL that works is after hunting down and copying the old path, the one that includes: /hc/article_attachments https://full.domain/hc/article_attachments/11427803534365
(I've already opened a ticket: 11590559)
1
Katarzyna Karpinska
Aaron Johnson, you should be able to see all images that have been ever uploaded to guide (and that are not deleted) in the gallery
Ari, thank you for letting us know, we'll look into the ticket
0
Aaron Johnson
Katarzyna Karpinska The image gallery counter says I have just over 6000 images but will only display the 23 I uploaded yesterday. The search will not find any images outside the ones uploaded yesterday.
2
Katarzyna Karpinska
Aaron Johnson, that doesn't sound right, may I ask you to raise a ticket with support. We'll need to investigate the problem
0
Paul Watson
Hi
Just started working with the gallery yesterday and I'm having the same problem as Aaron. I can see the images I've uploaded in the past couple of days but nothing else (despite it saying we have a few hundred uploaded).
Could you please post the resolution on here once you have investigated. Thanks.
2
Katarzyna Karpinska
Aaron Johnson Paul Watson,
We found the issue in our code and it should be working as expected again. Thank you for raising this problem.
1
Paul Watson
Morning
I can confirm this is now working for me.
Thanks for the quick response.
Paul
0
Jacqueline Lehr
How can I download/export all my images?
1
Lilian Herman
Does the image gallery provide any indicators for which articles the images are inserted into?
0
Steve W
Ari, I'm also having this exact issue right now.
Thank you for describing it so succinctly.
RE: >> (I've already opened a ticket: 11590559)
Please keep us informed.
Katarzyna Karpinska, please consider expediting this.
0
Katarzyna Karpinska
Jacqueline Lehr, at this moment it's not possible to download/export images.
-1
Katarzyna Karpinska
Lilian Herman, yes in replace image view you can see a sidebar that shows image's usage
0
Lyn Thompson
Hello,
Will you be adding management features for the images Galery?
Some of the images were added several times, even if they had the same file name. This means I have several duplicates.
I've started to delete them, but this deletion is very painful because I have to access each image, click the delete option, and confirm first that it isn't used in an article before I can delete it.
The second point I have is that each time you search for an image, you keep on losing your search terms and filters after clicking Insert, Replace, or Delete an image. This makes it a very painful process to manage images. On a side note, our Gallery has now over 10 000 images
2
Lilian Herman
Katarzyna,
Thanks for the response. It would be much more useful if we could view which articles an image is in without having to access the replace modal. Hopefully, that's on the roadmap for an upcoming release.
2
Katarzyna Karpinska
Lilian Herman, Lyn Thompson,
Thank you for your feedback. We are planning to keep improving the gallery so all ideas and comments are highly appreciated. I encourage you to submit them to our community using this form.
0
Heather Clawson
Not sure if I'm just missing it, but I cannot find a "delete" option anywhere in the gallery. I have a number of images I need to delete as they are outdated. They are all contained in a single article. I can find all the images when I search for them, but when I select either all of them, or a single one, I cannot figure out how to delete. Do I need to open a ticket, or am I just missing it? I am the Admin on the account.
Thanks!
0
Katarzyna Karpinska
Heather Clawson,
The delete option should be available when clicking on the three dots on the image in the gallery. If it's unavailable for you (and you are an admin) please raise a ticket with our support, we'll need to investigate it.![](/hc/user_images/hpw8NBxL-_rrMDqGUqv_qA.png)
0
Ian McMullen
Is there any option to rename image files from the image gallery?
0
Katarzyna Karpinska
Ian McMullen, not yet, but we are planning to add it in the future.
0
Paige Palmer
Hi! Quick question. I'm going through our media gallery and deleting anything that is no longer used. Currently, I have to do it one by one, and reset the filter and sort order each time. Is there a more efficient way to do this? I'd love to be able to see everything that is not used, and delete them in bulk. Thanks!
1
Tony
that's indeed an interesting question. As it is now, you can select multiple images after you filter via search, but if you edit your filter, the selection disappears. I wasn't able to find, and I don't think there is a workaround for this at the moment, even though I see how nice it could be.
Best,
0
Hrishikesh
Ari Steve W - is there any solution on this from zendesk ? This is really frustrating and older image/attachment upload was so easy and seamless.
0
Cheeny Aban
Thank you for letting us know about your experience with the new media gallery for content blocks. Rest assured that we'll take note of your feedback to continue improving our products. We truly value customer feedback and your voice and votes on the product feedback topics in the community help influence future Zendesk functionality!
0
Hrishikesh
@... , is there any solution on this ? As already mentioned by some other users, endusers are not able to see article images/attachments after the guide-media update.
0
Steve W
Hi @...,
Would love a response. It looks like more changes were made very recently?
1