Pictures don't show properly in guides

Answered

10 Comments

  • Jessie Schutz
    Zendesk team member

    Hi Louise!

    Usually this happens because the images are hosted somewhere that requires authentication to view them. Are you uploading your images to Guide and adding them to your articles, or are you linking to them from somewhere else?

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  • Louise Holmstrøm Stolborg

    Hi

     

    I made the pictures using Snippet and copied them right in. The exact same way that I have done the pictures that do work.

    I had another guide with the issue where I remade the pictures. The issue seems to happen when a guide goes from being visibile to agents only to being visible for everyone.

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  • Jessie Schutz
    Zendesk team member

    Hi Louise!

    Ah, that's the issue. If you created the article with restrictions, and then removed those restrictions, Guide will still view those assets as restricted. So you would need to remove them and re-add them to remove the restriction.

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  • Louise Holmstrøm Stolborg

    So basically Zendesk doesn't support that you change rights on a document? you're kidding me, right?

    But that doesn't explain why only some of the pictures are affected.

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  • Jessie Schutz
    Zendesk team member

    Hey Louise,

    For my own clarification, are you saying that pictures are available on some articles that went from restricted to unrestricted, but not on others? I just want to make sure we're on the same page with what's happening.

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  • Louise Holmstrøm Stolborg

    Hej Jessie

     

    I was saying that some of the pictures are available in an article that went from restricted to unrestricted, but only some of them.

    Also, it only happens in some articles. Ofcourse I can't recall which I changed from restricted to unrestricted without seeing this issue, but this is the second article i saw the issue on - and it only happened to some of the pictures.

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  • Louise Holmstrøm Stolborg

    Hi Jessie

     

    Another update. In a different guide i was adding pictures after editing them in Paint. Yes im a dinosaur. The result looks like this:

    it seems zendesk isn't too fond of pictures in guides.

    When I first add them in the guide, they show as pictures. It isn't until i reload the guide that it goes wrong.

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  • Jon Daniels
    Zendesk Customer Advocate

    Thanks for your patience with our response, Louise!

    Our Developers have just released a fix to properly handle images pasted from the clipboard (especially from screenshot tools). You should now be able to paste in images and have them appended to the article as a native inline attachment.

    Can you test this again, and make sure it works as expected?

    If not, please let us know!

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  • Louise Holmstrøm Stolborg

    Hi Jon

     

    It seems like it works again :) today i made a guide (though its agents and managers only https://helpdesk.pronestor.com/hc/en-us/articles/360021021491 ) and the pictures work.

    So i can get pictures in from snippet again. (This is amazing, I really can't stress how important a feature this is)

     

    I had a different error, where this guide https://helpdesk.pronestor.com/hc/en-us/articles/360018801871-How-to-upgrade-Pronestor-Planner-On-premise only shows some of the pictures if you're logged in. That bug hasn't been fixed though

    Best

    Louise

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  • Dan Kondzela
    Zendesk Customer Advocate

    Thanks for the update, Louise!

    From your description it sounds as though you are experiencing this issue only when a user is authenticated, is that correct?

    Do you have user segments applied to these docs, and can you be sure any assets in the theme editor are present?

    Thanks!

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