How to Export Articles from the Agent Portal

BoldDesk now allows agents to export knowledge base articles directly from the Agent Portal. This feature simplifies the process of sharing, archiving, reporting, and reviewing support content outside the platform.

Overview

The export process is based on the current article view and applied filters. Agents can select the specific fields and formats for export. Once initiated, the export is queued and processed, and the requesting agent receives an email with a download link from the configured support email address.

Permission to Export Articles

To use this feature, agents must have the Export articles permission assigned to their roles.

For instructions on assigning permissions, refer to the How to Manage Roles and Permissions documentation.

Exporting Articles

To export articles, follow these steps:

1. Go to the Knowledge Base module in the Agent Portal.

2. Select the Article View to display the articles available for export:

   • All Articles: Lists all the articles created in the tenant, regardless of their status.
   • My Articles: Lists all the articles created by the current user.
   • In Draft: Lists all the articles that are in draft status.
   • My Review: Lists all the articles in review status where the assignee is the current user.
   • In Review: Lists all the articles in review status, regardless of the assignee.
   • Approved: Lists all the articles that are in approved status.
   • Published: Lists all the articles that are published.
   • Expired: Lists all the articles that have passed their expiration date.

3. Additionally, you can use the article filter option to narrow down the article list. Available filter options are Author, Assignee, Category-Section, Visibility, Tags, Created Date, Published Date, Modified Date, and Expires On.

   

4. Click the Export button.

5. Choose the article fields to include and click Next.

6. Select the file format (Excel or CSV).

7. Enter an Email subject (optional). If left blank, the default subject will be used.

8. You can also add CC recipients to receive an email with the download link for the export.

9. Select the Time zone

10. Click Export to queue the request.
    Once processed, you’ll receive an email with a download link to the exported file.

11. Click the link to download the file.

    

When you try to open an invalid or expired download link, you can see the following error page.

When you try to open the download link of another user, you will see the following error page.

FAQs

1. Is it possible to receive an export instantly?
   It depends on the number of requests that can be created at a time. When multiple users are requested simultaneously, they will be queued and processed. As a result, you may receive your file with some delay.
2. In which mailbox will I receive the export link?
   You will receive the email from your configured support email address.