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Filters in BoldDesk Knowledge Base Module
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The Knowledge Base (KB) module in BoldDesk allows you to organize and manage articles efficiently. Filters help agents and administrators quickly locate relevant content by narrowing down results based on specific criteria.
Why Use Filters in Knowledge Base?
Filters improve navigation and search accuracy by allowing you to:
- Find articles by category, status, or author.
- Manage large sets of KB content without scrolling through all entries.
- Apply multiple conditions for precise results.
Available Filters in KB Module
The following filters are available in the Knowledge Base section:
| Filter | Description |
|---|---|
| Author | Shows articles created by a specific agent. |
| Assignee | Shows articles assigned to a particular agent. |
| Category-Section | Displays articles under a specific category/section or category and section as preferred (For example, IT, HR, Billing). |
| Visibility | Displays articles based on the selected article visibility. Explore Managing Knowledge Base Categories Visibility in BoldDesk |
| Live Status | Shows articles based on their status, whether published or unpublished. |
| Tags | Filters articles by assigned tags for quick topic-based grouping. |
| Created Date | Displays articles created on the chosen date or within the specified date range. You may select today, yesterday, this week, the last 7 days, this month, the last 30 days, or a custom range. |
| Published Date | Shows articles published on the chosen date or within the specified date range. You may select today, yesterday, this week, the last 7 days, this month, the last 30 days, or a custom range. |
| Modified Date | Displays articles that were modified on the selected date or within the given date range. You can choose from today, yesterday, this week, the last 7 days, this month, the last 30 days, or define a custom range. |
| Expire On | Shows articles according to their expiry date. You may select from options such as today, yesterday, this week, the past 7 days, this month, the past 30 days, or specify a custom range. |
How to Apply Filters
- Navigate to Knowledge Base → Articles in the Agent Portal.
- Click the Filter icon at the top of the article list.
- Select one or more filter criteria from the table above.
- Click Apply to view filtered results.
Clearing Filters
- To remove applied filters, click Reset filter icon in the filter panel.
- The article list will revert to showing all available KB articles.
Frequently Asked Questions (FAQs)
Q1: Can I apply multiple filters at once?
Yes, you can combine filters (e.g., Category + Status + Author) for precise results.
Q2: Do filters affect search results?
Yes, filters refine the search by applying conditions to the article list.
Q3: Are filters available for customers?
No, filters are available only in the Agent Portal for KB management.
