Changing Article Url

9 Comments

  • Scott

    When you change the title of an article, the article ID stays the same but the changed title will be appended to the end of the URL. You can make your permanent links "safer" by removing everything after the numerical ID.

    This post, for example, has a URL of https://support.zendesk.com/hc/en-us/community/posts/205179818-Changing-Article-Url but you can get to the same place by deleting everything after the post ID: https://support.zendesk.com/hc/en-us/community/posts/205179818

    You could revert back to some of your old links by matching the titles to the existing URLs, but if you deleted articles you might need to contact Zendesk to see if they can be restored.

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  • Tony Poetz

    We are experiencing a similar issue as initially described above - the numeric article ID in the URL is changing. 

    This URL:

    https://support.avionte.com/hc/en-us/articles/207359468

    changed to:

    https://support.avionte.com/hc/en-us/articles/209363078

    What causes the numeric article ID to change?

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  • Bob Novak

    Hi Tony - those article ID's should not change. I am creating a ticket for you so that we can investigate this in more detail. You will see an email shortly.

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  • Marissa Petteruti

    I am having the same issue as Tony -- this has happened to a number of different articles. These are linked in the product, which is causing a lot of confusion for customers and bringing them to a 404 page. We did not change anything in the articles or update them in any way, but the numeric ID changed for seemingly no reason. What was the resolution to this problem?

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  • Brett - Community Manager

    Hi Marissa,

    It doesn't look like we found anything on our end that showed the Article URL changed. The numeric ID for an article should never change and we confirmed in our logs that this was not the case. Can you confirm that the links themselves have not been altered by an agent/admin on the account? Do you know if your team is using the API to modify/edit these articles?

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  • Marissa Petteruti

    Hi Brett,

    I opened a ticket with your team and sent over an example of an article that had the numeric ID changed, and there are several others that I can send over as well. I confirmed in the revision history that the article had not been changed in 5 mo, and no one on our team uses the API to modify or edit the articles. I would like to get to the bottom of how this happened so that we can prevent it from happening again.

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  • Dan Cooper

    Hi Marissa, 

    What does your article creation/editing process look like?  If you are using some sort of middleware for publishing content updates, it's possible that it is creating a new article instead of updating the original. It's also possible that your agents are manually creating a new article of the article instead of updating the article.  

    You may be able to see this behavior in the article revisions or in the article event history

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  • Marissa Petteruti

    Hi Dan,

    We make all updates directly within the Guide UI, and I checked both the article revisions and article event history and saw nothing to explain how this had happened. We have a very small team of content editors/publishers and we do not create new articles rather than updating the originals (I verified this). The "old" URL does not exist and brings us to a 404, while the "new" article looks exactly like the old. In one particular case, the revision history indicated that the "new" article hadn't been updated in 5 months, but these links just started breaking in the past week or so, so I don't see how this is possible.

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  • Dan Cooper

    That is strange.  The other thing I could think of is if your product had something done to it that would change those links?  It's possible that a code change that was intended to update other IDs could have filtered through to those article links in the product.  I hope the ticket you have open can get you further, and if you did find a bug, thanks for reporting it up for the rest of us! 

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