Recently Viewed Articles Should Not Contain Archived Articles


  • Nicole Saunders
    Zendesk Community Manager

    Thanks for taking the time to post this, Mark, and for using the feature request template! 

    I've reached out to the product manager for this area to see whether this is expected behavior or something that we need to troubleshoot. 

  • Ryan McGrew
    Zendesk Product Manager

    Hey Mark,

    You're correct we don't currently check whether or not items in the recently viewed list are archived or not. These items are stored in each user's browser as they browse Help Center. They are then rendered on the page from the user's history. It doesn't reach back out to know if something changed with that article. This makes pages load faster with less back and forth between the user's browser and our services. Overall this is the most performant experience for our customers.

    However, this means that occasionally these links can go stale. These links are stored for 30 days in the user's browser. Under normal operation, we typically haven't seen this present an issue but it sounds like with your recent migration it's happening too often. One immediate stop gap would be to disable recently viewed articles for the time being an re-enable it when you've got a solid structure in place. Something else to consider would be building redirects which could get the user to the right place.



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