Help Center favicon not showing in Google search results - April - May 2025

We're facing the same issue with the favicon not showing. We've followed all the suggested steps shared in the community but nothing has worked.

This is becoming quite frustrating. If this isn't resolved soon, we'll have no choice but to leave Zendesk. This issue reflects poorly on our brand and undermines confidence in the platform.

We’re having the same issue - could you let us know if you get a resolution on your ticket? 

Unfortunately, I can only confirm the return of this issue. :-(

Same annoying issue here. Looking forward to a fix by Zendesk.

Hey everyone!

Sorry for the delayed response here. I checked into this ticket and it looks like our engineering team has implemented some fixes that should address this issue.  If this issue continues, you may need to request Google to reindex your Help center. 
 

• Please request a reindex of your Help Center via the Google Webmaster Tool integration: https://support.google.com/webmasters/answer/9012289?hl=en
• You can also request Google to re-crawl your Help Center URL directly, as outlined here: https://developers.google.com/search/docs/crawling-indexing/ask-google-to-recrawl
• If site verification is necessary, you can follow these steps: https://support.zendesk.com/hc/en-us/articles/4408837816090

 
By prompting Google to reindex, this should help resolve the issue once they process your re-index request. I hope this helps!

@brett13 As of May 8 I'm getting a redirect error in Google Search Console when Google crawls my site's root favicon URL (e.g, https://support.mysite.com/favicon.ico). Is this expected or related to the issue at hand? So far the re-indexing requests have not had any impact. Why is this affecting some sites but not others? 

Hello Zendesk team! We are facing the same issue again with favicons not showing up correctly in the Google Search results. I performed a search for help centers for different Zendesk customers, and it looks like these help centers are also showing the default Zendesk favicon instead of their brand favicon. If I click to open the help center, the correct favicon shows up. The correct favicon is shown in the tab if I click to open the help center. 

Do you have any updates here, has the issue been identified, and do we have a fix there is underway? 

Also affecting our instance. Zendesk really needs to investigate on their end before suggesting the same old troubleshooting steps that just waste their customers' time…

Hey everyone, is this issue occurring only in the Google search engine? Or does it happen with others like Bing as well? 

We do have a Problem Ticket open regarding this issue so I want to share back as much information as I can with the engineering teams. Apologies for any inconvenience this is causing you and appreciate your patience while we look into this!

Thanks for following up @brett13 - only Google is affected for us. Bing works

@brett13 I'm only seeing this problem in Google search results. However, it doesn't make sense that this is entirely a Google issue but it only happening to some Zendesk instances. We recently launched a new Zendesk instance, and the favicon is appearing in Google search results. But our other Zendesk instance, which is older, has had the problem for over a month now, nothing has improved and I have submitted the site to be reindexed by Google several times. Also, I updated my favicon file in my theme on May 7.  For 3 weeks now, my favicon file has had the following header returned whenever I check the file:  x-amz-replication-status: PENDING.  I reported this to support, but no indication as to whether this has been investigated. This could mean Google's crawler hits a server where the latest version of my favicon isn't fully propagated, leading to it defaulting to the generic Zendesk icon.  Has Zendesk ruled out a CDN issue for favicon assets? I would appreciate a more detailed and robust investigation into this issue. I am getting complaints internally on this as it reflects poorly on our brand since nearly half of our traffic comes from Google.

Still having the issue we reported back on April 18th. That's over a month now, and it's not resolved. Re-indexing/crawling didn't help.

Also, wondering why this isn't a public incident on the Zendesk Status page? Last year, a similar problem was listed as an incident. Right now, it feels like we're a bit in the dark on this one.

Any ETA on a fix? And any chance of getting this logged as an incident for tracking?

Hello, we're still seeing this problem as well after reindexing multiple times.

Re-indexing was not a solution for our site either. 

Hey everyone, thanks for sharing your updates here and sorry that this is continuing to be an issue for you. I'm going to follow up with our engineering teams internally and let them know that this issue has not been resolved for many of you. As soon as I have more information I will share it back here. 

If you haven't done so yet, I would also recommend submitting a ticket to our Customer Support team so we can link this to our PT as this will help us continue to investigate this issue and measure impact. 

Thanks again for your understanding and I will follow up as soon as I can!

I am curious if anyone else has seen this resolved for their subdomain?

I see Bing is fine, but not Google. 

I have requested re-index multiple times, which appear to have completed. 

I asked support to check again, they believe we are at the mercy of Google. 

I was considering removing the favicon for a day and re-adding.

Seems to be resolved for us with Google.

@michael218 , favicons are back here. I think I last checked on Friday, and they were still missing then. 

Hey Michael! It looks like our engineering team is still looking into this. Appreciate you sharing that this is working with Bing but continues to be an issue with Google. I'll pass this along to the team so they're aware. Thanks again!

It looks like the issue has resolved for us now in Google search results.

Thanks for sharing everyone! Really appreciate your patience while we've looked into this and glad it's showing up again for some of you. If anyone else is still experiencing issues, please let us know. I'll keep monitoring this thread in the meantime :) 

We're facing this issue also, is there an ETA on a fix for this?

Hey Richard, my understanding is that after you request a re-index from Google, it will take a little bit of time for the process to complete and your favicon to show up correctly. Have you requested a re-index from Google and are you still running into any issues?