Views, Filters, Sorting, & Column Chooser in Knowledge Base
BoldDesk provides Views, Filters, Sorting, and Column Customization options to help agents efficiently manage and locate knowledge base (KB) articles.
Views
Views are the predefined set of conditions under which the articles can be filtered. Click the KB module from the left menu to see the article views.
Below are the specified views supported in knowledge base:
| Views | Filter Criteria | Description |
|---|---|---|
| All Articles | All active articles | All the articles associated with this organization |
| My articles | Creator – Current User | All the articles created by the current user |
| In Draft | Status – In Draft | All the articles in the “In Draft” status |
| My-Review | Status – My Review | All the articles assigned to the current user |
| In-Review | Status – In Review | All the articles in the “In–Review” status |
| Approved | Status – Approved | All the articles in the “Approved” status |
| Published | Status – Published | All the articles in the “Published” status |
| Expired | All the expired articles | All the expired articles before the user request time |
Multilingual views
When multi-language support is enabled, articles can be filtered using additional views. These views are visible only in the supported languages, not in the primary language.
| Views | Filter Criteria | Description |
|---|---|---|
| Outdated | All outdated articles | All the translated articles with outdated status |
| Non Translated | All non-translated articles | All the primary articles which are not translated into that language |
Filters for Articles
Filters let you sort articles based on predefined field conditions. They improve the reading experience by making it easier to find relevant content.
The fields supported in the filters include:
| Fields | Description |
|---|---|
| Author | Filters articles based on the selected authors |
| Assignee | Filters articles based on the selected assignees |
| Category-Section | Filters articles based on selected categories and sections |
| Visibility | Filter articles based on the visibility permission |
| Live Status | Filters articles based on Published or unpublished |
| Tags | Filters articles based on the selected tags |
| Created Date | Filters articles based on the creation date range selected from the date picker |
| Published Date | Filters articles based on the publishing date range selected from the date picker |
| Modified Date | Filters articles based on the modification date range selected from the date picker |
| Expires On | Filters articles based on the expiry date range selected from the date picker |
| Brand | Filter articles based on the brands - Special filter on the top left side of the Article list page |
To learn more on filtering, sorting and customizing articles, check out this video tutorial.
Article filters
To filter articles, follow these steps:
-
Click the Filter icon provided in the top palette
-
Choose the desired filters from the fields provided
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Click the Reset icon to reset the filter values
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Click the Close icon [X] to close the filter
Brand filter
When multiple conditions are selected, they are combined using “AND” logic and applied together in the final filter criteria.
Sorting
Sorting helps users quickly find desired articles in the knowledge base. Users can choose how articles are sorted in the article list section, regardless of the active views or filters. Sorting is available in both Ascending and Descending order. The available sorting fields include Created, Modified, Published, Status, Article ID, Comment Count, View Count, Like Count, and Dislike Count.
Column chooser
Using the Choose Column option, agents can customize the article grid view by selecting which fields to display. This allows users to see article details directly in the list view without navigating to a separate details page.
The following columns are available in the column chooser for the knowledge base: Article ID, Category, Status, Visibility, Last Modified, Created, Published On, Slug, Assignee, Expires On, Current Version, Published Version, SEO Title, SEO Description, Canonical URL, OG Title, OG Description, Performance, Likes, and Dislikes.
Frequently Asked Questions (FAQ)
Q1: What are Knowledge Base Views in BoldDesk?
Views are predefined conditions that allow agents to quickly filter articles based on status, ownership, or language.
Q2: Can I customize views?
No. Views are system-defined, but you can apply additional filters for more granular control.
Q3: What is the difference between Filters and Views?
- Views: Predefined sets of conditions (e.g., Published, In Review).
- Filters: Custom conditions applied by the user (e.g., Author, Tags, Date).
Q4: How do multilingual views work?
When multi-language support is enabled, additional views like Outdated and Non-Translated appear for translated content.
Q5: Can I apply multiple filters at once?
Yes. Multiple filters use AND logic, meaning all conditions must be met.
Q6: What fields can I filter by?
Author, Assignee, Category-Section, Visibility, Live Status, Tags, Created Date, Published Date, Modified Date, Expires On, and Brand.
Q7: How does sorting differ from filtering?
Sorting organizes articles in ascending or descending order based on fields like Created Date, Status, or View Count, while filtering narrows down the list based on conditions.
Q8: What is the Column Chooser feature?
It allows agents to customize which fields appear in the article grid view, such as SEO details, performance metrics, and status.
Q9: Does filtering affect sorting?
No. Sorting works independently of filters and views.
Q10: Can I save custom filter settings?
Currently, BoldDesk does not support saving custom filter sets.
