Images disappear from articles

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9 Comentarios

  • Elissa
    Zendesk Community Team

    Hello Audrey Moore,

    This is a common issue that customers experience with images in articles. You can see some details about why this might be happening as well as some workflows to fix it going forward in this article: Help Center image issues in articles and this article Inserting images in articles.

    This article goes a bit more into detail on the code if that helps as well: Inline images in Guide articles display as broken across all browsers

    I hope that helps!

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  • JACQUELINE LEHR

    I do everything correctly and it still happens. Completely random. I really think there's something else going on - gremlin!

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  • Elissa
    Zendesk Community Team

    Hello JACQUELINE LEHR

    I'm sorry to hear it! It definitely does sound like something else might be going on so what I am going to do is turn this issue into a private ticket so we can work on troubleshooting the details of your account with you directly!

    You will see an email notifying you of the created ticket shortly, followed by one of our Customer Advocates reaching out to work on troubleshooting the issue with you.

    Hopefully we can get to the bottom of this for you!

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  • Kevin Beauman

    I'm having a similar issue where images disappear after four days. I'm using RoboHelp to publish the articles and everything looks fine. I've been checking every day and realized that on day four the images are gone. Is it possible that this has something to do with the way RoboHelp uses the API?

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  • JJ
    Zendesk Customer Advocate

    Hello Kevin,

    Please note that RoboHelp is a tool from Adobe and we unfortunately cannot troubleshoot it or guarantee how that tool works.
    But it seems that RoboHelp is not correctly pushing the images into the Help Center, and that is why the images do not get authenticated and disappear after 3-4 days.

    I would suggest that you add manually the images directly into Zendesk, and not using RoboHelp.

    For more info:
    Inline images in Guide articles display as broken across all browsers
    Inserting images in articles

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  • Kevin Beauman

    In other words, I can't use images with the API?

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  • JJ
    Zendesk Customer Advocate

    Hello Kevin,

    you can do that via API, however we would not know how RoboHelp does that in its backend, so you would have to either check with RoboHelp Support or with whoever has connected RoboHelp with Zendesk Help Center.

    The correct way would be first to push the images to the articles API.

    Create Unassociated Attachment

    It seems that you have that part in order.

    What seems to be missing is the associating of attachments to a specific article.

    Associate Attachments in Bulk to Article

    If we only push the images to the article, without associating it with an article, it will disappear after a couple of days.

    Hope that helps!

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  • Kevin Beauman

    Thanks for the response. I discovered that RoboHelp wasn't processing the images correctly. They made some changes and, as of 2020.4, the issue is resolved.

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  • JJ
    Zendesk Customer Advocate

    Hello Kevin Beauman,

    Thanks for letting us know!

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