Changing Knowledge Base Category Icons in BoldDesk
You can change a Knowledge Base category icon in BoldDesk by editing the category in the admin portal and selecting a new icon. Once saved, the update appears immediately on the customer portal. While icon colours can’t be customised, choosing the right icon helps customers quickly recognise categories and improves overall navigation.
Prerequisites
Before you begin, ensure that you have:
- Access to the BoldDesk Admin Portal
- Permissions to manage Knowledge Base settings (Admin or equivalent role)
How to Change a Knowledge Base Category Icon
Follow these steps in the BoldDesk Admin Portal:
- Go to Knowledge Base.
- Locate the category you want to modify.
- Click the three-dot (⋯) menu next to the category.
- Select Edit.
- In the Category Icon section, click:
- Browse from System
- Add from Library.
- Choose the icon that best fits your category.
- Click Save to apply the changes. Check the visual below for more insights.
What Happens After Saving
- The updated icon is immediately reflected in the Knowledge Base on the customer portal.
- Customers can see the new icon when browsing categories, improving visual clarity and navigation.
- Icons can only be selected from the available system or library icons.
- Customising the colour of the icon is not currently supported.
- Changes take effect only after clicking Save.
- If colour consistency is important, select an alternative icon that better aligns with your branding.
Common Use Cases
- Refreshing category visuals: Update icons when category topics change (for example, renaming “Billing” to “Subscriptions”).
- Improving usability: Use clear, distinct icons to help customers quickly identify Knowledge Base categories.
Troubleshooting
Updated icon does not appear on the customer portal
- Reopen the category and confirm the correct icon is selected.
- Ensure you clicked Save after making changes.
- Refresh the customer portal page.
No option to change the icon
- Make sure you are editing a category, not an article.
- Verify you have sufficient permissions to manage Knowledge Base settings.
Frequently Asked Questions
1. Where do I change a Knowledge Base category icon in BoldDesk?
In the admin portal: Knowledge Base → (⋯) next to the category → Edit → Category Icon.
2. When will the new icon appear on the customer portal?
Immediately after you click Save.
3. Can I change the colour of a Knowledge Base category icon?
No. Icon colour customisation is not currently supported.
4. Can I select icons from a built-in library?
Yes. Use Browse from System / Add from Library in the Category Icon section.
