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Currently the only way we have found to add inline images to FAQs is to attach a file to the FAQ, save the FAQ, view the FAQ and capture the hard link to the image, then go back and edit the FAQ adding the image link to the FAQ text with [img] tags.
It would be really nice if we could have a way to attach images directly to a FAQ instead of going through this process.
I'm doing this currently by writing the FAQ in HTML then linking to an image hosted on a separate server. Of course, you don't have to use a separate server, I just copied and pasted from an older knowledge base into WHD's FAQ.
We could do that as well, but then we have to have an external web server to take care of. That is not an ideal solution for us.
Good point. Mine isn't an elegant solution, but it works with our internal network.
Moved to "FAQs Knowledge Base" sub-category
Just to emphasise the need to be able to upload images directly to the FAQ knowledge base. We very badly need this functionality. We are looking at uploading over 300 FAQ articles, each with numerous screenshots outlining how to undertake various steps. Without an improved WYSIWYG for editing these to directly upload our images, we will be severly limited. It would be great if you could consider looking at an enhancement on this feature to:
1. Allow images be uploaded via the WYSIWYG editor2. Consider how this might work with the FAQ importer also (with a Read-Writable location on the file system to bulk upload images).
Any update on this request? We would like this functionality as well. Screenshots in FAQs go a long way in optimazing user support via the Help Desk.
You can do this with attachments. Just upload the attachments an then save the FAQ. Then when inserting in the FAQ section just copy the link from the attachments.
NOTE: If you copy the link before you save the FAQ, it will have the TECH Session ID as the link for an image. After saving it uses a default Link Location direct to the image.
I would also like this feature... the current way and available work arounds are a pain.
Any updates on this feature request? This is still a challenge for us.
We've just started writing FAQs and while the workaround is acceptable as a one off it's not very workable long term... I'll probably have to write a Tech FAQ on how to write FAQs with inline images.
<blockquote><cite>Posted By: matthew.ls</cite><p>We've just started writing FAQs and while the workaround is acceptable as a one off it's not very workable long term... I'll probably have to write a Tech FAQ on how to write FAQs with inline images.</p> </blockquote>
I like WHD but I don't see how these feature requests even get recognized. It's irritating to get posts on a 'work around' that is basically a huge pain in the butt and then not see anyone posting any info on the request. Is it going to be added anytime soon? In line images doesn't seem like some huge feature request.
The way I commented back 2010 still stands as the easiest way to do this. Just attach the images to the FAQ, save and then add inline images by editing the FAQ after you have initially saved. Works great and is simple. I have done hundreds of FAQ's this way and never had a single problem at all.
I also number my images based on the FAQ numbers and their order to make it easy when reediting the FAQ. (Example FAQ 54 - 00054_01.jpg 00054_02.jpg etc)
Don't forget you also have a large number of formatting options that you can add. See my updated list: <a href="http://forums.webhelpdesk.com/forums/comments.php?DiscussionID=1302">http://forums.webhelpdesk.com/forums/comments.php?DiscussionID=1302</a>
<blockquote><cite>Posted By: Phillip</cite><p>The way I commented back 2010 still stands as the easiest way to do this. </blockquote>It is the easiest way but it's still not easy. It feels like a kludge and it assumes knowledge that not everyone using the help desk will have. It would be nice if our grounds maintenance guy could insert in-line images the same way he does in Word or when writing emails.
I will second that. An easy way to add in-line images would be great. A work around is just that, a work around.
It looks like users have been asking for a WYSIWYG editor for 3 1/2 years to no avail. I would like to join the masses to ask for this feature to overcome the "workaround" of using images uploaded to a server and then using the img tag to embed it. That's not feasible for the amount of faq's article that we have (currently 882 and growing) but also being able to include screenshots in tickets would be basic functionality in any helpdesk system.
We most definitely understand the pain-point and are tracking this as a feature request. Thanks for the input, and keep the requests coming.
I agree... it's been 2.5 years since I started using this product (Started a job where they use it) and I've been incredibly frustrated by the lack of development on features. This inparticular... How hard is it to have it upload an image to a directory in WHD and link to it in the background so I don't have to take screen shots, save them, change the name to match the faq (150a.jpg, 150b.jpg, etc) put them on my server, link to them manually. I'm happy they've been bought out... maybe this new group can get stuff moving on this products development now.
Being able to embed images in the FAQ's is one issue but the fact that we can't use images (without a whole rigmarole) in the ticket is the real cause of frustration. Screenshots are a basic method of providing customers with a clearer understanding of how to resolve an issue so as a result of this feature oversight we are responding to the client by email and then creating a note that says that we sent an email, which of course negates the whole benefit of having a logging system in the first place.
Thanks for replying rhock but is there any plan to develop this basic functionality and if so, when?
The pain is very much understood. For reference, we are tracking this with internal feature request #168795. In terms of timing, unfortunately we can't give specifics at the moment. We will put together a post in the near future with some what we are working on for the next release.