Ignore an issue you won’t fix

Not every finding is a problem. A "stale" article can be a policy page that genuinely has not changed since 2023. A near-duplicate can be the short version you keep on purpose for a different audience. A broken link can point at a partner site that is down this week and back next week.

Ignoring tells TidyKB to stop showing you that finding, without pretending it was fixed and without touching your help center.

How to ignore a finding

In the issue table on the health scan page, each row has an Ignore action. The table has four states along the top — Open, Ignored, Fixed and All, the first three with a count — and ignoring a row moves it from Open to Ignored while keeping you on the same filter, search and page. The row that moves offers Unignore straight away, so a misclick costs one click.

Everything about the table is in the URL, so a filtered view of, say, high-severity broken links in German is a link you can send to a colleague.

What ignoring changes

• The finding leaves the Open list and the open count.
• It appears under Ignored, where you can put it back at any time.
• The action is written to your workspace's audit log, with which finding, who did it and when — so a colleague can see why something disappeared from the list rather than wondering.

What it does not change

• Nothing in Freshdesk. No request is sent, no article is touched, and nothing about your portal changes for readers or agents.
• Not the health score. The score is worked out by the rules over your articles at the moment of the scan, before anything you have ignored is considered. Ignoring twenty findings will not move the number on the dashboard by a point.
• Not another workspace. Ignoring is scoped to your own connection in the query itself, so an issue id belonging to somebody else simply matches nothing.

What counts as the same finding

An ignore is attached to the finding's identity, not to a row number, so it survives re-scanning. A finding is identified by its kind, the article, the language, and one distinguishing detail:

The practical consequence: ignoring "this article links to the dead article 1042" stays ignored across scans, but if the same article later links to a different dead article, that is a new finding and you will see it.

When to fix the cause instead

Ignoring is right for a judgement call about one article. It is the wrong tool for a pattern:

• The same broken domain in thirty articles. Use find & replace on the URL rather than ignoring thirty rows.
• Dozens of old drafts. They are drafts untouched for over 90 days; publish or delete them in Freshdesk and the findings resolve themselves on the next full scan.
• Every translation flagged as outdated after a big edit. That is what translation sync is for.
• A whole category you do not maintain. Filter the table by that folder instead of ignoring row by row; the filter is in the URL and you can come back to it.

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