BoldDesk Redirect Rules: Manage Knowledge Base URL Redirection

The redirection feature directs deleted, invalid, or relocated knowledge base (KB) links to their updated locations based on defined rules, ensuring access to the most current information.

Only users with the Manage Knowledge Base permission can create and manage redirection rules, including temporary (302) or permanent (301) redirects.

Check out this video tutorial for more details.

Creating a redirect rule

Follow the given steps to create a redirect rule:

1. Select the Admin Module in the left panel.

2. Choose the Redirect Rules under Knowledge Base.

3. Click the Add Rule to create a new redirect rule.

   
   
   

The Add Rule pop-up will be shown as follows.

4. You can fill in the following details:

• Choose the Brand under which this redirect rule should be created.
• Choose any of the Redirection Types.
  • Full Redirect: Redirects the entire URL.
  • Replace: Replaces the part of the URL.
  • Redirect From: Specifies the URL path that needs to be redirected from.
  • Redirect To: Specifies the URL path that needs to be redirected to.
• Select any one of the Redirect Status.
  • Permanent: Permanent redirects have a status of 301. They permanently redirect one page URL to another URL.
  • Temporary: Temporary redirects have a status of 302. They temporarily redirect one page URL to another URL and are often used during page maintenance.
• More Options:
  • Match query string: Enable this checkbox only if the query string in the Redirect From URL and Customer Portal URL are exactly matched.
  • Ignore trailing slash: Check this option only if there is a slash at the end of the Customer Portal URL that must be deleted to apply redirection.

4. Click the Save button located at the bottom right to save the redirection rule.

   
   
   

Editing a redirect rule

Follow the given steps to edit a redirect rule:

1. Open the redirect rule you wish to edit and click the Edit icon located in the right corner of the rule.

   
   
   

The redirect rule will open in edit mode to allow for modifications.

2. Click Update to save the revised information.

   
   
   

Deleting a redirect rule

Follow the given steps to delete a redirect rule:

1. Click the Delete icon at the top right corner of the redirect rule.

   
   
   

After clicking the delete option, a confirmation dialog box will appear to ensure you want to proceed with the deletion, as shown below:

2. Click the Yes Delete button within the dialog box to delete the redirect rule.

Deleting multiple redirect rules

Follow the given steps to delete multiple redirect rules:

1. All redirect rules are viewable on the Redirect rule listing page. Tick the checkboxes next to each redirect rule that you want to remove on this page.

   
   
   

2. Click Delete Rules at the top.

   
   
   

3. After clicking the Delete Rules button, a confirmation dialog box will appear to ensure you want to proceed with the deletion, as shown below.

   
   
   

4. Click the Yes Delete button within the dialog box to delete the redirect rules.

Sorting a redirect rule

Follow the given steps to sort a redirect rule:

1. Click the Last Modified column header to arrange the redirect rules page.

2. The Upward arrow is available next to the Last Modified column header, displaying all the redirect rules in ascending order.

   
   
   

3. The Downward arrow next to the Last Modified column header displays all the redirect rules in descending order.

   
   
   

Search a redirect rule

Follow the given steps to search for a redirect rule:

1. In the search box, type in the keywords Redirect From or Redirect To URL, and the search text-related results are populated.

   
   
   

Brand filter support in redirect rules

Follow the given steps to apply a brand filter in redirect rules:

1. Redirect rules will appear based on the position value of the created redirect rule.

2. Choose the brand from the dropdown to show the redirect rules created for that brand on the Redirect rules listing page.

   
   
   

Reordering a redirect rule

1. Move a redirect rule to the desired position using the Drag and Drop option.

   
   
   

FAQs

1. Where are redirect rules applied in BoldDesk?
   Redirect rules apply only to Knowledge Base URLs within the BoldDesk Customer Portal and brand‑specific Help Centers.

2. Can redirect rules be used outside the Knowledge Base?
   No. BoldDesk redirect rules do not apply to ticket URLs, agent portal pages, or external websites.

3. Are redirect rules available per brand?
   Yes. Each redirect rule is created under a specific Brand and affects only that brand’s Help Center.

4. Does BoldDesk support automatic redirect creation?
   No. Redirect rules must be created manually from Admin Module → Knowledge Base → Redirect Rules.

5. Are redirect analytics or reports available in BoldDesk?
   No. BoldDesk does not provide analytics or reporting for redirect rule usage.

6. Can redirect rules be restored after deletion?
   No. Once a redirect rule is deleted and confirmed, it cannot be recovered.