How to Show or Hide Related Articles in the Customer Portal
Related articles appear on the article details page in the self-service portal. The Related Articles list is generated by comparing article tags and selecting articles with the highest number of matching tags relative to the currently opened article. This helps portal users discover other knowledge base articles on the same topic.
Where users see Related Articles
On the self-service portal article view page, the Related Articles section appears below the Feedback section.
How Related Articles are selected
Related Articles are determined by:
- Input: Tags assigned to the currently opened knowledge base article.
- Matching logic: Articles with the maximum number of matching tags are selected.
- Output limit: The number of related articles displayed is controlled by the Number of articles to show setting (maximum 10).
How to Show or hide Related Articles (per brand)
Navigation path
Admin → Settings → Customer Portal → Knowledge Base (tab) → select Brand → Article Configuration
Steps
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Go to Admin.
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Open Settings, then select Customer Portal.
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Open the Knowledge Base tab.
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Select the brand to configure.
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Scroll to Article Configuration.
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Configure the following:
- Show related articles (checkbox)
- Checked: Related Articles section is shown on article pages.
- Unchecked: Related Articles section is hidden on article pages.
- Number of articles to show (dropdown)
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Sets how many related articles are displayed.
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Maximum: 10.
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- Show related articles (checkbox)
Configuration reference
| Setting | Location | Type | Purpose | Constraints |
|---|---|---|---|---|
| Show related articles | Customer Portal → Knowledge Base → Brand → Article Configuration | Checkbox | Shows/hides the Related Articles section on portal article pages | None stated |
| Number of articles to show | Customer Portal → Knowledge Base → Brand → Article Configuration | Dropdown | Limits the number of related articles displayed | Maximum 10 |
Scope of impact
- Changes apply to the selected brand in the self-service portal.
- The setting affects the article view page only (where the Related Articles section is rendered).
Frequently Asked Questions (FAQs)
1) Where do Customer portal users see the Related Articles section?
Portal users see Related Articles on the article details page in the self-service portal. The Related Articles section appears below the Feedback section on the article view page.
2) How does BoldDesk determine which articles appear as Related Articles?
BoldDesk generates the Related Articles list by comparing the tags on the currently opened Knowledge Base article with other articles. It then selects the articles that have the highest number of matching tags relative to the current article.
3) How many Related Articles can be shown, and what controls the limit?
The number of related articles displayed is controlled by the Number of articles to show setting. The maximum number of Related Articles that can be displayed is 10.
4) How do administrators show or hide Related Articles, and what is the scope of the change?
Administrators can show or hide Related Articles per brand using this navigation path:
Admin → Settings → Customer Portal → Knowledge Base (tab) → select Brand → Article Configuration
- Show related articles (checkbox)
- Checked: Related Articles section is shown on article pages.
- Unchecked: Related Articles section is hidden on article pages.
- Changes apply only to the selected brand and affect only the article view page where the Related Articles section is rendered.
Related article
How to Configure the BoldDesk Customer Portal Knowledge Base
