How to Add Links and Insert Articles in BoldDesk Knowledge Base
In BoldDesk, linking articles helps users easily find related information, reducing support requests and improving their learning experience. This article will guide you on how to add links and insert articles into your content, making it more helpful and connected. These options are available in both the Markdown and WYSIWYG editors.
Use Cases
Adding links and inserting articles is useful when you want to:
- Guide readers to related Knowledge Base content
- Reduce duplicate questions by connecting relevant articles
- Provide step‑by‑step navigation across Help Center resources
- Maintain consistent explanations across multiple articles
- Improve agent efficiency by cross‑referencing internal documentation
Accessing the Knowledge Base Editor
Navigation Path
Agent Portal → KB → Open an Article → Edit
From the article editor, agents can:
- Add hyperlinks using the formatting toolbar
- Insert existing Knowledge Base articles
- Choose between Markdown and WYSIWYG editors
How to Add Links in Articles
This approach is most suitable when linking external sites or resources within your KB article.
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Navigate to the KB module and select the article to which you want to add links.
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Click Edit to open the article editor and place the cursor in the position where you want to add a link.
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Click the Insert Link icon from the formatting toolbar.
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In the pop-up dialogue box, provide the link in the Web Address field, and enter its Display Text. The title is optional.
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Click Insert to add the link. The URL’s display text will appear as a clickable link.
Behaviour of “Open Link in New Window” Option
The “Open Link in New Window” option in the customer portal controls how links are expected to behave when clicked. However, the actual behaviour is influenced not only by this setting but also by the domain relationship between the portal and the destination link.
How It Works
Even if the “Open Link in New Window” checkbox is selected, the system applies domain-based logic to determine how the link opens.
1. Same Domain Behavior
When the portal domain and the anchor link domain are the same:
- The link will open in the same browser tab
This ensures a seamless navigation experience within the portal.
2. Different Domain Behavior
When the portal domain and the anchor link domain are different:
- The link will automatically open in a new browser tab
This helps prevent users from unintentionally leaving the portal.
Key Notes
- The checkbox option alone does not fully control the link opening behaviour.
- Domain comparison takes priority over manual selection.
- This behaviour is designed for:
- Better user experience
- Improved navigation control
- Preventing accidental exits from the portal
How to Insert Articles
This approach is convenient when linking existing articles to an article.
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On the formatting toolbar, click the More options icon and select Insert an Article.
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Search for the article by Title or ID and select it. Only published articles will be displayed.
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On the preview page, click Apply to insert the article.
How to Insert Articles in Translated Language
In BoldDesk, selecting translated articles in the Insert Article dialog depends on the dialog box view type. The expanded dialog allows you to filter and choose articles in different languages, while the compact (short) dialog displays articles only in the default language. When you select insert an article, the first view is the compact dialog view, which only gives you an option to insert the article in its primary language. Clicking on the maximize icon gives the expanded dialog view from where you can choose articles in other translated languages.
Compact Dialog View
This view displays the search button, category, maximize icon, brand, visibility, and a list of available articles.
Expanded Dialog View
To switch to this view, click on the maximize icon in the compact dialog view. From this dialog, you can see all features displayed in the compact view except the maximize icon. In addition, a language switch icon is added from where you can switch to see articles in other translated languages.
If an article’s visibility is set to Any Agent, and it contains a link to another article that also has visibility set to Any Agent, the following rules apply:
- When an agent clicks the linked article, it opens in the Customer Portal view only if the Knowledge Base is enabled in the Customer Portal settings.
- If the Knowledge Base is not enabled, the agent will not be able to view the linked article after clicking the link.
- Even when the linked article opens in the Customer Portal, access is restricted to logged‑in agents only.
- Customers cannot access agent‑only articles under any circumstance, regardless of the link or portal view.
Frequently Asked Questions
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Can I insert unpublished articles into another article?
No. Only published Knowledge Base articles are available for insertion. -
Will customers see agent‑only articles if linked?
No. Articles marked for agent access only remain restricted, even if the link opens in the Customer Portal. -
Can I add links using both editors?
Yes. Linking and article insertion are supported in both Markdown and WYSIWYG editors. -
Does inserting an article copy its content?
No. Inserting an article creates a reference link, not a content copy. -
Can linked articles bypass visibility settings?
No. Article visibility rules are always enforced. -
What does the “Open Link in New Window” option do?
It controls how links are expected to open when clicked in the customer portal, but the final behavior also depends on whether the link points to the same domain or a different domain.
