Recently Viewed Articles Should Not Contain Archived Articles
Recently Viewed Articles Should Not Contain Archived Articles
Hide archived articles when showing Recently Viewed articles.
Feature Request Summary:
Zendesk Guide KBs should not include archived articles in the list of Recently Viewed articles. End users don't know whether the URL could be wrong or precisely how to troubleshoot that they're getting the following message:
oops
The page you were looking for doesn't exist
You may have mistyped the address or the page may have moved.
Description/Use Cases:
I archive an article, for whatever reason. A user could have had that on their list of Recently Reviewed articles. If they click the link, that article is no longer active and they receive an error message. The error message itself doesn't address that admins could have archived the article, leaving end-users flummoxed.
The business impact of limitation or missing feature:
This is critical for our business our knowledge base previously was in WordPress, which allowed for duplicates of the same article in different sections. When we migrated to Zendesk Guide and copied the articles, there were duplicates of the same article as standalone sources.
Other necessary information or resources:
https://productsupport.fuelcycle.com/hc/en-us/articles/4417257267355-Quick-Polls
vs
https://productsupport.fuelcycle.com/hc/en-us/articles/4417409527835-Quick-Polls
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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. -
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.Thanks!
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