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Favicon for search engines



Posted Oct 03, 2023

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

It would be nice to have control over icon, shown at the root level if Help Center, now it is Zendesk icon. Example:

https://jbsyoutrack.zendesk.com/favicon.ico

Icon shown to our customers in search engines (Google, Bing, etc), which are sometimes confused by root level favicon.

Note: now only this icon is controlled by Guide settings

https://jbsyoutrack.zendesk.com/hc/favicon.ico

What problem do you see this solving? (1-2 sentences) 

Incorrect icon in search engine's results.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

Last affected - today. Incorrect icon was shown in search results. Customers are less likely to click this link, because they see unfamiliar icon. Screenshot:

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Yes, sometimes requesting reindexing from search engine helps, but it is problematic to do it for every Help Center and for every search engine.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Custom favicon is shown as a root level favicon

https://support.zendesk.com/hc/en-us/articles/4408828956186-Adding-a-custom-favicon-to-your-Zendesk


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25 comments

Official

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Shawna James

Community Product Feedback Specialist

Hi all, thank you for your feedback here and for chiming in with the issue you are facing. I want to confirm that there is an incident report that has been created on this issue. I will continue to monitor this thread and also provide an update when the issue is resolved. Our thanks for your patience and understanding while we work to resolve this issue. 

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Shawna James

Community Product Feedback Specialist

update 3/5
 
Our apologies for previously flagging this as feedback rather than a service issue. There is an incident report that has been created and I and the team will update this thread as I am able with progress. Thanks for your patience and I apologize again for the confusion here.
 
__________
 
Hi Andrey, thank you for providing your feedback (and for using our new product feedback template, a HUGE help!). This has been logged for our PM team to review.
 
For others who may be interested in this feature request, please show your support by upvoting the post or adding your specific use case in the comments. Thank you again for taking the time to provide us with your feedback! 

5


Voted, we're experiencing exactly the same problem and so far, I have yet to find a solution. For context, our custom favicon works in Google search but not in Bing search.

We have two Brands with knowledge bases on both. The main brand (support) has the Zendesk favicon and the secondary brand (templafyone) has a generic globe icon, screenshot attached showing both icons.

5


I have the same question :-)

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Update on my previous reply.

This is solved for now, I submitted a ticket to Bing Webmaster support, providing them with the Web addresses for our two help centers and they were able to update the favicon.

I'll report back if the custom favicon defaults back to the Zendesk one.

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We are seeing this currently.  Our customer's mobile browser searches are impacted more often than desktop browsers.  We do not know why.  We have our favicon configured in the branding page.   Please add our vote.

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We also experienced this for a few days. It seems to be resolved for now, but I can't be certain. :(

Update 2/7/24: This is still happening intermittently. Today I am encountering it on all browsers and my team asks me at least once a week why this is happening. I wish we had control over this - it's really frustrating because it keeps popping up.

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For others who may be interested in this feature request, please show your support by upvoting the post or adding your specific use case in the comments.

As Shawna asked, I'd like to add our use case. This generic Zendesk icon is displayed instead of the favicon we configured in Zendesk. We noticed this in November 2023.

Customers have asked us about this because this icon makes it hard for them to identify our original help center pages. Also, they mentioned that this generic icon seems unprofessional to them. In order to keep up our brand reputation we would love to see a quick fix if that's possible.

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As requested by the Zendesk Support I'll add our use case here as well.

Since a few days we get reports of some people seeing the Zendesk favicon in Google search while for others it's completely fine. For me it works as expected on desktop browsers but when I use Google Search on my Android phone I get the Zendesk favicon.

Zendesk Support couldn't reproduce it and suggested the following:

• Re-uploading the favicon in your help center settings (https://support.zendesk.com/hc/en-us/articles/4408824139546-Branding-your-help-center#topic_hrt_bwt_cs)
• Request a reindexing to Google (https://developers.google.com/search/docs/crawling-indexing/ask-google-to-recrawl)

Worth a try, maybe it helps someone while they get to the root of the problem. :)

2


Thanks for posting your solution, Marco! That fixed our problem:

0


Our site is also experiencing this issue, our Favicon is no longer showing in Google search results. Shocked that there is not a solution yet?

7


We are facing the exact same issue with our Help Center since the middle of February. I have been trying to troubleshoot this for a while now (by trying the ZD support suggestions that Marco shared above) with no luck. 

1. We have updated the favicon in settings twice but this didn't resolve the issue. 

2. Regarding the request to Google for reindexing it is unclear when Google will complete it, as they do not provide any information. 

I and other users are able to reproduce this issue from Google (normal and incognito windows), Safari, and Mobile browsers. @Shawna James just to clarify, this is not a feature request but a technical issue that should have already been escalated to your support team. There were no issues with the favicon in search results before this incident. 

 

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Update: In January the problem was in Bing searches not showing our custom favicon. This was fixed by crawling and continues to display fine.

I have been notified by colleagues that the problem is now in Chrome.

 

2


This happens for us as well on Chrome. Re-adding the favicon does not affect the issue. Really disappointing that a key part of our branding is being removed from the search results so users can get confused while searching from articles from our knowledge base.

3


We're experiencing this issue, too. Shawna James - Do you have any additional updates about this issue?

To my knowledge, no changes were made on our end to create this issue, and similar to other posters, having the Zendesk favicon icon appear is a less than ideal experience for users researching our company.

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Hi Shawna James,

Do we have an update on this issue? We've attempted the workaround, but unfortunately, the problem still persists. This greatly impacts our branding, and we are hoping to get this fixed as soon as possible.

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Update after my latest communication with ZD support today:

As of now, there is an incident report already regarding this issue and we are coordinating it with the Zendesk network and Google as well.

For everyone who is experiencing the same issue, I would suggest that you create a ticket to ZD support so that they link your ticket to the incident report. This way you will be notified when this is resolved. 

 
 

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Nicole Saunders

Zendesk Community Manager

Hi all - 

Wanted to let you know that this issue is actively being worked on by our teams, and we hope to have more of an update for you soon. 

In the meantime, if anyone else is experiencing this, please open a ticket with support via the chatbot so that we can include you in the updates once we have resolution. 

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We're having the same issue:

I'll file a ticket. 

0


Never mind my previous comment. The favicon is wrong again:

1


Just wondering if there's any update on this one, as it was highlighted today by someone in the company. Thanks!

1


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Shawna James

Community Product Feedback Specialist

Hi all, thanks for adding your questions here, please excuse our delay in reply as we gathered more information. For the most up to date information, please follow this service incident here for more information on this issue. Again, we apologize for the inconvenience this may be causing for your and your teams!

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Same issue appears for us within the last 2 weeks

1


We are also experiencing this issue

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Shawna James

Community Product Feedback Specialist

Hi everyone, apologies for the delay here. I had previously shared this service incident but it looks like some folks did not catch it. The service incident is here and has been resolved. I am going to close this post for comment but please do let us know if you need any further assistance with this! Thank you for being a valuable Zendesk customer. 

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