How is the Related articles list in Help Center populated?

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  • Paul Watson

    Does the "learning" process happen in the background even if "related articles" is not switched on (displayed)?

    For example, if we switch the feature off because results are not currently useful and then switch it back on in six months time, will the articles displayed reflect the six months of site usage?

  • Dane
    Zendesk Engineering
    Hi Paul,
    Yes, the relevancy metrics are recorded regardless of the helper for related articles. 
    Hope this helps!
  • Casey Birkholz

    Is this still relevant with the introduction of tags? I just started testing out tags and I do see tagged articles appearing under "Related articles" but I also see untagged articles that I've recently visited in that list.

  • Arianne Batiles
    Zendesk Customer Care

    Hi Casey Birkholz

    I would say it would depend on the experience you want for your users. Related articles return a list based on a user's recently viewed articles and the number of times the article is marked as related while content tags work like a hashtag. You have control over these tags and you can add the same tags to articles you think are related. With this feature, users by clicking the tag can view a search page displaying all other content in your help center with the same tag. 


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