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Missing Feature: API Access to the Media Center in Zendesk Guide/Help Center



Posted May 10, 2024

We would like the ability to access the files in the Media Center for the Zendesk Guide/Help Centre, via the API. The current workings of the Media Center mean it can only be accessed within an Article, so deletion of any files that are no longer required is a manual process. This missing feature affects Agents and Admins, who work with Zendesk Guide. 

For context, we develop in-house scripts to migrate articles from one form of a Help Center to our own Help Center. The migration project we're currently working has a lot of attachments, but not all of them are in use. The script we've developed works as follows:

  1. Create the article with an empty body
  2. Upload the attachments to the article endpoint created from the previous step
  3. Update the body of the article to point to the location of the uploaded attachments (which makes the attachments inline)
  4. Delete any attachments in not in use

However, we've noticed that step 4 does not fully delete the attachments. While they no longer exist under the article attachments endpoint, they still exist in the Media Center, unassociated with any articles and are unused. The problem with this is that we cannot delete these via the Article Attachments API endpoint, meaning we have to manually delete these. We have several thousand files we need to delete, so it's very inefficient for us to manually delete these, thirty at a time (for each page). 

For us, the addition of this feature would greatly improve efficiency when migrating articles and save time. 

The current workaround is to manually delete these attachments in Media Centre, but with over a few thousand of these, it's not very efficient for us to do this. 

We would like to see a specific endpoint to manage these attachments in Zendesk API, such as:

  • /api/v2/help_center/media (to list all media)
  • /api/v2/help_center/media/{media_id} (to see details for specific media based on an identifier)

With the latter endpoint, sending a delete request to this would delete the article, returning a status code of 204. 


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Shawna James

Community Product Feedback Specialist

Hey Kyle,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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