Understanding Zendesk's Content Cues Feature
What is the Content Cues feature in Zendesk?
Content Cues is a feature in Zendesk that suggests articles for archiving based on their engagement metrics. It helps you maintain a clean and relevant knowledge base by identifying articles that are not being viewed or updated.
The feature provides a list of up to 30 articles with zero views in the last 60 days and up to 30 articles with a 'Work in progress' status that haven't been updated in the last 90 days. Each suggestion includes details like the article name, view count, and last updated date, allowing you to make informed decisions about which content to archive.
More related questions
How can I declutter my Zendesk knowledge base?
You can declutter your Zendesk knowledge base by archiving articles that are not being viewed by your customers. Archiving removes the article from the knowledge base, but you can restore it later if needed. Content Cues in Zendesk provides a list…
How do I review articles suggested for archiving in Zendesk?
To review articles suggested for archiving in Zendesk, you need to access the Content Cues section in Guide. Click on the Manage articles icon, then select Content Cues and navigate to the 'Articles to review' tab. Here, you can open each…
What actions can I take on a Content Cue suggestion in Zendesk?
When reviewing a Content Cue suggestion in Zendesk, you have several actions you can take. You can open the article in edit mode by clicking on its title, allowing you to make any necessary changes. If you decide not to archive the article, you can…
How does Zendesk determine which articles to suggest for archiving?
Zendesk uses specific criteria to suggest articles for archiving through the Content Cues feature. It identifies articles that have had zero views in the last 60 days or those with a 'Work in progress' status that haven't been updated in the last…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
