Inserting an image no longer distinguishes between "article image" and "unused image"

8 Comments

  • JACQUELINE LEHR

    I generally don't store unused images in articles, but separating used from unused does make it easier when you're actively writing.

    Did this change fix the disappearing images issue? This is a good tradeoff if so. I'd rather have stable images than image management in articles.

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  • Kristi Connolly

    I agree - this is a huge headache. I copy-paste HTML into articles from another source, so image links are always initially broken and have to be inserted manually. It was already a PIA but having to choose from the entire range every time just makes it worse. You can't even sort them.

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  • Katarzyna Karpinska
    Zendesk Product Manager

    I'm sorry for all the inconvenience. We are working on a series of improvements to the attachment management experience that will also address the issues of unused images. We are planning them for next year.

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  • JACQUELINE LEHR

    Hi @...,

    I respectfully suggest that product managers be forthcoming about these changes when they happen instead of waiting for customers to complain. We notice!

    Thanks!

    1
  • Jann DiPaolo

    Whatever this was 'fixing' it has introduced a bug. And it is seriously affecting our productivity.

    It now allows you to delete an image that is still being used. Deleting an image gives the message "If the selected image is used in the article, it will no longer work after deleting it." How useless is that? It is a 100% manual job to check whether the correct image has been removed. If you delete an image, it still shows in the Editor and when signed in. But shows as a missing image when not signed in (I would call all of that a bug) . So Zendesk offers no help with this - you just have to manually check. Thankfully we subscribe to a third party tool that checks for any missing images.

    We keep a separate repository so the images can be reused and used elsewhere (and of course there is no image repository in Zendesk). To add an updated image, we have to find which file it is by checking through the tiny images in the Insert Image pop-up (which has no search features or anything to help). Delete the image, delete it from the article then upload and insert the updated image. Some of our articles can have 15+ images and these are regularly updated so this is now a really tricky, manual process. This used to be a breeze which was done by deleting the image in the article, looking in the Unused Images tab to see the filename, and then uploading the new image with total confidence that it was correct.

    I calculate that updating an image now takes three times the time it used to. There is no consolation that a fix for this is not even planned until next year.

    I am forever amazed at how much of an incredibly manual job it is writing in Zendesk knowledge center. I worked with more sophisticated tools 30 years ago. This last 'change' is very disappointing.

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  • Jann DiPaolo

    While we are waiting for you to "address the issues of unused images", could you please fix the following current issue.

    If an image has been deleted from Insert Image, but not also deleted from the text in the editor, the image still shows in the editor. So there is no way to know if an incorrect image has been deleted. The only way to be 100% sure is to check the page when not logged in as you cannot trust what you see in the editor.

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  • Jann DiPaolo

    Is there any update on when this will be fixed so we can once again distinguish between "article images" and "unused images"?

    1
  • Jann DiPaolo

    Hi Community. Found something that may help to distinguish what the name of the image is in the article.
    When editing the article, click to select the image.
    Right-click and select View selection source.
    A new browser tab opens with the source code of what is selected. This shows the name of the image.

    1

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