Knowledge Base (KB) article templates are pre-defined sections of content organized in a specific order. KB article templates store a common article structure (common headings and sections) that can be reused when creating new KB articles. KB article templates help standardize KB article structure and reduce repetitive setup work during KB article creation.

Knowledge Base article templates support up to 10,000 characters. KB article templates are intended to store reusable structure (common headings and sections) for creating new KB articles, not full-length article content. Long-form content can be added in the KB article after applying a template.

Check out this video tutorial to learn more on Article template.

Create an Article Template

Follow the given steps to create an article template:

1. Click the KB Module in the left menu.

2. Click Create button and then select Template.

   

3. After clicking Template, you will be navigated to the create article template page. Enter the following details:

   • Template name

   • Visibility

   • Description

     

4. After providing the necessary details, click Save to store the template.

5. In the article template details page, do the following actions,

   • Edit

   • Delete

   • Use this template

     

6. All the article templates are listed on the Template listing page.

   

Use or import a template into an article

Knowledge Base article templates can be brought into KB articles in two ways:

1. Use this Template
2. Import Template

Use this template (from template pages)

1. You can use a template by clicking the Use this template option in the Template listing and Details page.

   
   

2. After clicking on the option, navigate to the Article Create page along with this template content.

Import Template (from article create/edit pages)

You can import templates directly from:

• Create Article page

  

• Edit Article page

  

Steps:

1. Click Import Template.

   

2. You can select a particular Template and click the Import option.

3. In the popup dialog, select a template from the list.

4. Click Import. article by clicking the Replace option.

5. You can also have the option to replace the content with the existing article by clicking the Replace option.

Learn more on Creating and Managing Articles.

To add, edit, or delete a template, an agent must have the Template permission checkbox enabled.

Frequently Asked Questions (FAQs)

1) What is a Knowledge Base (KB) article template?

A KB article template is a pre-defined, reusable article structure made up of common headings and sections in a specific order. It helps standardize KB article formatting and reduces repetitive setup work when creating new KB articles.

2) What is the maximum size of a KB article template in BoldDesk?

KB article templates support up to 10,000 characters. Templates are intended to store reusable structure (headings/sections)—not full-length article content. You should add long-form content after applying the template to an article.

3) How do I create a KB article template in BoldDesk?

To create an article template:

1. Open the KB module from the left menu.
2. Click Create → select Template.
3. Enter the required details:
   • Template name
   • Visibility
   • Description
4. Click Save to store the template.
   After saving, you can Edit, Delete, or Use this template from the template details page.

4) How can I apply a template to a KB article in BoldDesk?

You can bring a template into a KB article in two ways:

• Use this template: Start a new article directly from the Template listing page or the Template details page using the Use this template option.
• Import Template: From the Create Article page or the Edit Article page, click Import Template, select a template, then click Import. You can also choose to Replace the existing article content with the template content.

5) Why can’t I see a template in the “Import Template” list?

Templates shown in the Import Template dialog depend on the article’s editor type.
For example, if the article uses the Markdown editor, only Markdown editor-type templates will appear and can be imported.