BoldDesk offers multiple methods to centralize and manage external FAQ content within your internal knowledge base. These approaches help ensure your support articles remain up-to-date and easily retrievable, even when external sources are frequently updated. We have several effective methods available within BoldDesk to help you centralize and manage external content efficiently. These are the Available Approaches in BoldDesk

1. Manual Copy-Paste Method

Use this method when you want full control over formatting and content selection on existing articles by copying and pasting the content from an external site to your internal Knowledge Base. Steps:

For Non-existing Article in BoldDesk

1. Visit the external FAQ page.
2. Copy the relevant content.
3. In BoldDesk, go to: Knowledge Base > Articles > Create Article
4. Paste and format the content.
5. Save and publish the article.

For Existing Article in BoldDesk

1. Visit the external FAQ page.
2. Copy the relevant content.
3. In BoldDesk, go to: Knowledge Base > Articles > Edit Article
4. Paste and format the content.
5. Save and publish the article.

2. Import From Document

If the external site allows exporting FAQs as a document (for instance, .md, .txt), you can import it directly into BoldDesk.

1. Export the FAQ content from the external site.
2. In BoldDesk, go to:
3. Knowledge Base > Create Article > Import Articles
4. Upload the document.
5. Map fields such as title, content, and category.
6. Review and publish the imported articles.

For more information about importing documents in BoldDesk, please refer to this detailed How to Import or Replace Article Templates and Documents

3. Automated Sync via REST API

For dynamic or frequently updated external content, use BoldDesk’s REST API to automate article creation and updates.

Workflow Overview:

1. Scrape External FAQ Page

• Use a web scraping tool or script to extract content.
• Convert the data into a structured format (for example, JSON).

2. Format and Transform
   Clean and format the scraped data to match BoldDesk’s article schema.

3. Push to BoldDesk

• Authenticate using your BoldDesk API key.
• Use the Create Article endpoint to add or update articles.

This approach allows you to maintain your knowledge base with minimal manual effort while keeping content aligned with external sources. For more information explore BoldDesk REST API.

Frequently Asked Questions

1. Can I automate syncing external FAQs into BoldDesk?
   Yes. Use the BoldDesk REST API to build an integration that extracts external FAQ content and creates/updates BoldDesk KB articles.

2. What file formats are supported for importing articles?
   It depends on the editor:

   • Markdown: .md, .txt
   • WYSIWYG: .doc, .docx, .dot, .dotm, .dotx, .docm, .md, .txt

3. Will imported articles retain formatting?
   You can format content during import or after publishing using the BoldDesk article editor.

4. Which method should I use if the external FAQ changes every week?
   Use the REST API automated sync approach to avoid repeated manual copy/paste and reduce drift between systems.

5. Which method should I use if I only need to bring over a few FAQs once?
   Use Manual copy-paste for the most control and the least setup overhead.

6. Can I use BoldDesk as the single searchable source even if the original FAQs live elsewhere?
   Yes. The approaches above are designed to centralize external FAQ content inside the BoldDesk Knowledge Base.

Related Articles

1. How to Import or Replace Article Templates and Documents
2. How to Create and Use Knowledge Base Article Templates