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Allow Manual Linking of Related Articles

Related products:Freshdesk
  • January 7, 2016
  • 13 replies
  • 28 views
T
Contributor

We have implemented our first KB and spent several hours on tagging all of our 400+ articles to ensure that the 'Related Articles" display correctly.  In some cases, we have articles all with the same tags and they are not listed as a Related Article.


We would like to request the ability on every KB Article creation page, to select the articles we wish to have displayed.  Only those articles chosen will display as a related article for the end user. This is done so that we are not displaying frivolous articles to the end user.  


We have taken very complex processes and created small digestible procedure steps that all tie together.  Having related articles that specifically tie to each other, without trying to have to figure out the complex world of tagging, is needed in our business case.  I'm sure others would agree!

13 replies

G
Community Debut
  • go
  • Community Debut
  • January 15, 2016

This would be extremely helpful for us as well, for similar reasons. It would add a lot of value if there were a choice about which articles to link together and I hope FD adds it soon. 

D
Contributor
  • deb
  • Contributor
  • January 15, 2016

Yes totally agree. It's critical that as an owner we can influence the Related Article list and not leave it to an undocumented algorithm. 


It's similar for tagging. Even if I don't tag anything, search works well so what's the advantage of adding tags? I do it anyway, but still it would be best to know how (or if) I'm improving search results.

T
Contributor
  • trace.symonds
  • Author
  • Contributor
  • January 15, 2016

Deb, you are correct about the documentation.  Andrew (FD) and I worked a lot on tagging, but since it pulls keywords from articles as well, I'm finding that tagging isn't working as I had hoped.  This is one reason why I asked that we be able to do linking of some sort to force the Related Articles to display.


Thanks for the comments!!  I'm hoping more people read and reply!

M
Community Debut
  • mariska
  • Community Debut
  • September 2, 2016

We would like to have this function as well! Right now, related articles seem to be a mess. It doesn't just show articles in the same folder, but articles from other folders as well. And sometimes related articles is just empty... This is very confusing for visitors. 

S
Community Debut
  • sergei.brehm
  • Community Debut
  • October 19, 2016

I am implementing our articles and I was wondering, why the articles with the same tags dont show up as Related Articles.

We need that function as well!

T
Contributor
  • trace.symonds
  • Author
  • Contributor
  • February 8, 2017

Hello Freshdesk Friends,


Wondering if this is on any road mapping for Freshdesk for a (soon) future release?

H
Contributor

I find the Related Articles list only loosely related to the solution it appears by. I put my own list of related articles at the end of the solutions. I would like the ability to control which articles appear in the Related Articles list.

roelfina.vanzandwijk
Community Debut
This would be very helpful since this way you can help the customer further in the road to self-support!

 

T
Contributor
  • trace.symonds
  • Author
  • Contributor
  • February 22, 2018

The Freshdesk Customisation team gave me code that populated all of the articles in my Folder as my related articles.  This is a step towards the right direction!  I have shared my desires for a content management system for Freshdesk that would better allow us all to manage our articles.

A
Community Debut
  • amy.jones
  • Community Debut
  • February 28, 2018

Trace Symonds, can you post the code that was given to you? I would like to use the same solution.

aravind.sundararajan
Skilled Expert
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Hello,


We're working on a revamp of the entire Kbase structure. This has been one of the major asks and we'll look to incorporate this in the revamp. You can also follow the ongoing discussion here.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
D
Community Debut
  • dsmaranan
  • Community Debut
  • October 12, 2018

This is definitely an important feature for me. 

aravind.sundararajan
Skilled Expert
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Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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