How Zendesk Populates Related Articles List
How is the Related articles list in Zendesk populated?
The Related articles list in Zendesk is populated based on a relevancy score. This score is determined by tracking each user's recently viewed articles. When a user views an article, a record is created linking the most recently viewed article to the currently viewed article as related content. Over time, as users continue to view articles, each article accumulates relationships with multiple other articles. The frequency with which an article is marked as related to another increases its relevancy score, enhancing the relevance and accuracy of related article suggestions.
For example, if a user visits Article A and then Article B, Article A's relevancy score in relation to Article B is increased. This means that when another user visits Article B, Article A might be suggested as a related article. For more details, you can refer to thedeveloper documentation.
More related questions
Can I influence the articles shown in the Related articles list?
Unfortunately, you cannot directly influence which articles are displayed in the Related articles list. The list is automatically generated based on a relevancy score, which is determined by user activity. As users view articles, relationships…
Does the relevancy score update if the Related articles feature is turned off?
Yes, the relevancy metrics are recorded even if the Related articles feature is turned off. This means that if you decide to disable the feature because the results aren't currently useful, the system will continue to track user activity and update…
How do tags affect the Related articles list in Zendesk?
Tags can influence the user experience in Zendesk, but they do not directly affect the Related articles list. The Related articles list is based on a user's recently viewed articles and the frequency of relationships between articles. Tags, on the…
Is there an API to pull related articles in Zendesk?
Currently, there is no available API endpoint to directly pull related articles in Zendesk. However, related articles are part of the Help Center Templates, which consist of a collection of editable page templates that define the layout of…
Can I customize the HTML of the Related articles helper in Zendesk?
While you can use the {{related_articles}} helper in Zendesk, customizing the returned HTML is limited. The helper automatically adds a rel="nofollow" attribute, which some users find suboptimal for SEO purposes. If you need to customize the HTML…
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