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You can attach media (for example images and documents) to your help center knowledge base articles. Any media that you upload from the media library will be displayed as an attachment in the article settings and available for users to download. You can attach media in any file format, however the media you attach must be within the Guide product limits. The maximum size for article attachments is 20 MB.
When you attach media to an article, you can select the file you want to attach from the media library, a place to store and manage images and attachments.
To attach media to an article
- In your help center or Guide admin, create a new article or edit an existing article.
- If the Article settings panel is not displayed in the sidebar, click the Article
settings icon (
) to expand the panel.
- Click the Placement card to expand the Placement panel, then scroll down to the Attachments section.
- Click Manage attached media.. The media library opens and displays all media attached to this article. You can select the tabs to display the media you want to work with:
- This article: Displays all media attached to this article.
- Your media: Displays all media that you've uploaded to your account.
- All media (Guide admins only): Displays all media that have been uploaded to your account.
- If you want to upload a new attachment to the media library, click Upload media,
then browse to the attachment you want to upload and click Open to add it to the
media library. Note: Alternatively, you can drag and drop your media file directly into the media library to upload it.
- Select the media you want to attach, then click Attach media
The media appears with other article attachments under the Attachments section in Article settings.
- Click Update settings.
If the article has been published, the attachments now appear as links at the bottom of the published article.
12 comments
Yaakov Simon
There are self-referential links in the article:
Also - please list supported file types for replacing media. I was quite disappointed to find out that CSV files aren't supported for replacing media
3
Tim Threlkeld
Echoing Yaakov's comment.
Previously, we were able to attach any type of file to our articles. We often supplied files that were specific to the product we support (so not commonly known). Wit this new limitation, we now have to come up with another method to deliver these files to our customers.
A little disappointing to say the least.
2
Pascal Turmel
Please list of the media types allowed in this article. How are we supposed to figure this out apart from trial and error? Thanks
2
Mark Fly
Please provide list of file types allowed. IN addition to that please explain how I may add a PDF or other document as an attachment
1
Emily Wayman
Do users need to be signed in to download attachments? Are there permissions associated with attachments?
0
Elizabeth Williams
0
Lesley
Hi there! I have photos attached within the article, but they are listing them as attachments for the public guide. I DO NOT want them listed for the public.
If I x them, it completely deletes the image. Is there a way to fix it so the images can show up in my articles, but NOT be listed as files at the end of the article for the public to download?
1
Darius
I see that you have submitted a couple tickets on this topic. What I am going to do is move those other requests into this one so we can ensure we’ve got all our communication in one spot!
0
Arno (EMEA Partner)
Noted, that if we have an attachment in first article, and then we add link to that attachment in second article, Zendesk Guide automatically adds that same attachment as copy with new id to the second article.
We would just want to link the attachment from first article in the text of second article, and we would not want the attachment to appear in second article.
Is this "cloning of attachments" intended behaviour, and could it be avoided somehow?
0
Davide B.
I tested what you explained but I wasn't able to reproduce, by using the link generated for the image attachment from the first article, the link was just formatted as a hyperlink to the image in the second article.
I created a support ticket for you so that we can discuss your case closely.
0
Jennifer Akortha
Lesley I have the same question! Did you get it resolved?
"Hi there! I have photos attached within the article, but they are listing them as attachments for the public guide. I DO NOT want them listed for the public.
If I x them, it completely deletes the image. Is there a way to fix it so the images can show up in my articles, but NOT be listed as files at the end of the article for the public to download?"
0
Lesley
Jennifer Akortha I did! Turns out, it was my fault - I was copying and pasting screenshots rather than uploading them through the media uploader tool. We use a lot of the same screenshots in our guide articles that are formatted on the page after being uploaded, so I was trying to save myself time. But it would turn into an attachment instead :(
0