Plan requirement
| App | Embed |
| Subscription | Any Zendesk Support plan |
| Access | Agent |
Turning a plain link in your reply into a preview with an image, a title and a description of the page.
Add one
- Open the Embed app in the comment editor.
- Paste the link you want to share.
- Choose how it should look: image only, or the full box.
- Insert it into your reply.
Not in your editor? An admin installs the app, and can restrict it to particular roles or groups; with no restriction set, everybody has it. So a missing Embed is a question for whoever administers your Zendesk, not a fault in the app.
The two shapes
- Image only. Just the picture, linked to the page. Compact, and it works where a wall of text would be ignored.
- Full box. The picture, the title in bold and the description underneath. Everything links to the page.
Both are built from the same data, so the choice is about how much room you want it to take.
Where the picture comes from
Not from you. The preview is built from what the page itself publishes through Open Graph, which is the same picture that appears when you share the link on any other platform.
You can change the size. You cannot pick a different image, because there is only the one the page offers.
When to use it
A preview earns its place when the destination matters: a video, a form the customer has to fill in, an article you want them to open. For a link buried in a sentence, plain text is better.
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