Plan requirement
| Subscription | Suite Team or higher, Knowledge Professional or higher |
| Access | Agent, Admin |
The media library holds the images and files used across help centre articles, so the same screenshot is not uploaded twelve times. It is account-wide: you see everything you have uploaded, plus what other agents and admins have shared.
Open it while writing
- Create or edit an article and click the Article settings icon.
- Expand the Placement card and scroll to Attachments.
- Click Manage attached media.
- From a file's menu, choose Attach media to put it in the article you have open.
Any file format is accepted, up to 20 MB per attachment.
What the file menu offers
| Attach media | Adds the file to the article you are editing. |
| View details | Shows what the file is and where it is used. |
| Share to all / Unshare | Decides whether other agents and admins can find it in their library. |
| Replace media | Swaps in a new file of the same type, and lets you view all articles the media is attached to. For an image, the replacement flows through to every article and content block that uses it, published ones included, and the URL stays the same so nothing breaks. You can only replace images you uploaded yourself; a Knowledge admin can replace any of them. |
| Delete media | Permanent, and not limited to the library. You can only delete what you uploaded yourself; a Knowledge admin can delete anything in the account. A shared file is the same: only the agent who shared it can unshare or delete it. See below. |
Why duplicates matter
Uploading the same screenshot into six articles gives you six separate files. When the interface changes, five of them stay wrong, and nothing connects them.
The value of one shared file is that replacing it once updates every article using it, and Replace media shows you which those are before you do. Six separate copies give you neither: no list, and six replacements to make by hand. That is what turns "update the screenshots" from a task with a known size back into a hunt.
Deleting media removes it from published articles. It is permanently removed from the library and from any published article that uses it, not just from the library. Check View details first. A missing image in a published article is not something you will notice; your readers will.
Housekeeping
Two things are worth doing occasionally: clearing out what nothing references, and finding the images that appear in many articles, because those are the ones to update first when something changes.
Sharing is worth a pass too. A file nobody else can see gets uploaded again by the next person, which is the duplication problem arriving through a different door.
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