How to Exclude Agent Views from Article View Counts
Use Exclude Agent View Count on Article setting to prevent agent (internal) views from increasing the view count tracked and displayed for Knowledge Base articles in the Self-Service (Customer) Portal. When enabled, only end-user/customer views contribute to the article view count, while agent views of articles in the Self-Service Portal are excluded. This setting affects view counting behavior only and does not change article visibility or access.
To exclude agent view count from article view counts, do the following:
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Open Admin Module from the left-side menu.
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Select Settings.
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Open Customer Portal.
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Select the Knowledge Base tab.
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Enable Exclude Agent View Count on Article.
The setting to Exclude Agent View Count on Article only affects view counting behavior; it does not change article visibility or access.
Frequently Asked Questions (FAQs)
1) What does the setting to exclude agent view count on article do?
Enabling Exclude Agent View Count on Article prevents agent (internal) views from increasing the view count tracked and displayed for Knowledge Base articles in the Self-Service (Customer) Portal. Only end-user/customer views contribute to the article view count.
2) Which views are included and excluded when “Exclude Agent View Count on Article” is enabled?
When Exclude Agent View Count on Article is enabled:
- Included in view count: End-user/customer views in the Self-Service (Customer) Portal
- Excluded from view count: Agent views of Knowledge Base articles in the Self-Service (Customer) Portal
3) Where do I enable “Exclude Agent View Count on Article” in BoldDesk?
You can enable it from:
Admin Module → Settings → Customer Portal → Knowledge Base (tab)
Then enable Exclude Agent View Count on Article.
4) Does enabling “Exclude Agent View Count on Article” change article visibility or access?
No. Exclude Agent View Count on Article affects view counting behavior only. It does not change Knowledge Base article visibility or access.
