Why are images duplicated in Zendesk storage for Guide articles?

3 Commentaires

  • Dave Dyson
    Zendesk Community Team

    Hi Donna,

    Since kBackup is a third-party tool, we don't have a lot of expertise in why that would be happening. Can you ask your question in the comments thread here? Felix has been pretty responsive to questions there. Thanks! Back up your Help Center articles at the click of a button!

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  • Donna Jadis

    I don't think this is a "problem" of kBackup. Why can't I get anyone to just tell me HOW duplicate images are handled in Zendesk? If I use "icon.png" 3 times in a single article, but I've only uploaded it into that article ONCE - what's in the image repository?

    I see this in the HTML code:

    <img src="/hc/article_attachments/360052360694/i_icon.png" alt="i_icon.png"> each time the image appears, but I have no direct access to "article_attachments" to be able to see what's actually STORED there.

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  • Dave Dyson
    Zendesk Community Team

    Hi Donna, thanks for your patience.

    When you upload an image for a Zendesk help center article, it will only be stored once in Zendesk for that article. That's why you see your image only once when you look at "Article images" in the article, and that's also why you see the same url for all three images when you examine the HTML code for the article.

    (Note that if you upload the same image to be used in a different article, it will be uploaded as a separate copy. But for each article, the image will only be stored once in Zendesk.)

    I suspect that when you download your article using kBackup, it's attempting to download the same image three times, and when it sees the file name in use (e.g. i_icon.png), it appends a number to distinguish the second and third files (* i_icon_1.png and i_icon_1_2.png). This may be something that kBackup is doing on purpose, or it may be something that Windows is doing automatically. But I know it is not something that is being done by Zendesk.

    I hope that helps clarify things, and again I would suggest contacting Felix via the link I shared earlier, as he has shown to be very responsive to customer questions.

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