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Related Articles links not working.

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Damon

Posted May 11, 2021

Hello, recently our "related articles" list stopped working correctly. The public facing links create a http 400 error with "page isn't working correctly" message. But if I'm logged in to admin the site, links work correctly under preview mode. Is there currently an issue with Zendesk backend, or some way I can fix this on my end?

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    Dave Dyson

    Hi Damon, I see this is a known issue our team is working on -- I'll create a ticket on your behalf so you'll be notified when it's fixed, and in case they need any information from you. Thanks for your patience!

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    Amy Hunt

    Hi @...

    I have an issue with our related article, but they just aren't appearing at all. Is there a bug as the moment with this?

    I can get the Recent articles and articles in this section to appear, but related articles will not. 

    Can you help with this issue please?

    Thanks in advance,

    Amy

    Edit: I have a sandbox account and a production. I have just found it works in prod but not sandbox (settings are the same and correct). Could this be because in our sandbox site we haven't built up enough 'confidence' between articles?

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    Cheeny Aban

    Zendesk Customer Care

    Hi Amy, 

    You are correct, You cannot influence what articles are displayed in the Related articles list.  
     
    Articles in this list are returned based on a relevancy score between articles.This score is calculated via the following method:
    • For each user, we keep a list of their recently viewed articles.
    • When a user visits an article, we record the most recently viewed article as being related to the currently viewed article.
    • Over time, each article will be related to a number of other articles. The more times an article is marked as related to another article, the higher the related score is. The score and therefore the results will get better over time.
    For example:
    1. User visits Article A.
    2. From Article A, the user visits Article B.
    3. Article A's relevant score in relation to Article B is increased.
    4. Another user visits Article B and Article A is suggested as a related article.
    For more information, see our developer documentation: Recent articles helper.

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