How to Restrict Knowledge Base Visibility to Authorized Users
To ensure your self‑service content is accessible only to authenticated users, configure Logged‑In Users visibility at the Customer Portal, category, and article levels in BoldDesk. These settings require sign‑in before viewing KB content.
Overview: Visibility Controls in BoldDesk
BoldDesk provides layered visibility options that determine who can access your KB in the Customer Portal:
- Portal‑level visibility controls access to the entire KB in the portal. Set it to Logged‑In Users to require authentication.
- Category‑level visibility governs access to groups of articles, with options including Any Users, Logged‑In Users, Any Agents, Specific Agent Groups, and Specific Contact Groups. Article visibility cannot exceed the category’s visibility.
- Article‑level visibility allows restricting individual articles (e.g., Logged‑In Users or Any Agents).
Configure Customer Portal: Require Login for KB Access
Steps to enable the “Logged-In User” visibility for the KB Portal
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Log in to the BoldDesk account as an administrator.
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Go to the Admin center > Customer Portal under Settings
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Then, navigate to the Knowledge Base tab.
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Select Logged-In Users option on the visibility settings.
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Click Update to save the setting.
Configure Category Visibility: Limit Access to Authenticated Users
This setting can be managed when creating or editing a category. The following steps apply when editing a category.
Steps to enable the “Logged-In User” visibility for the category
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Open KB module.
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On the Manage Articles section, choose a Category.
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Click the three vertical dots next to it and select Edit.
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Under the Visibility section choose Logged-In Users
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Click Update to save the changes.
Configure Article Visibility: Restrict Individual Articles
This setting can be managed when creating or editing an article.
For specific articles you want to protect:
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Access the KB module.
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Locate and open the article you wish to restrict.
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On the Settings tab, locate the Visibility section.
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Then, select Logged-In Users from the dropdown options.
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Click Update to save the changes.
By following these steps, you ensure that content is safeguarded and only accessible to authenticated users, enhancing both security and the user experience.
FAQs
1) Can articles be more public than their category?
No. Article visibility cannot exceed the parent category’s visibility.
2) How do I restrict content to agents only?
On the article’s Settings → Visibility, select Any Agents. For group‑level control, restrict the category to Specific Agent Groups.
3) What happens to visibility inside the Agent Portal?
Agent Portal access is governed by roles and permissions; Customer Portal visibility settings don’t apply there.
4) Can I require sign‑in at category level if the portal is public?
Yes. Set the category to Logged‑In Users or Specific Contact/Agent Groups to restrict categories even when the portal is public.
5) Can I apply visibility during creation?
Yes. Visibility can be set while creating or editing categories and articles.
