The Comments feature in the BoldDesk Knowledge Base allows customers and agents to collaborate directly on help articles. Comments can be used to ask questions, request clarification, or provide additional context related to an article’s content.

Comment functionality in BoldDesk is controlled at two levels:

• Customer Portal settings (brand‑level)
• Individual article settings

Both must be enabled for end users to post comments.

Use Cases for Article Comments

Article comments are useful when you want to:

• Allow customers to ask follow‑up questions on help articles
• Enable agents to clarify or expand article content publicly
• Collect contextual feedback without creating tickets
• Encourage collaboration between customers and support teams

Prerequisites for Posting Article Comments

To post comments from the Customer Portal, all of the following conditions must be met:

• Show Comments enabled in Customer Portal settings
• Allow Comments enabled in the article settings
• End user must be a logged‑in user

If any of these conditions are not met, commenting will not be available.

Enable Comments in Customer Portal Settings

This setting controls whether comments are displayed at all for articles under a specific brand.

Steps to Enable Show Comments

Navigation Path

Admin Panel → Settings → Customer Portal

• Open the Knowledge Base tab

• Select the required Brand

• Under Article Configuration, enable Show Comments

• Click Update to save changes

  
  
  

Enable Comments for an Individual Article

Even if comments are enabled at the portal level, each article must explicitly allow comments.

Steps to Enable Allow Comments

Navigation Path

Agent Portal → KB → Open Article → Settings

• Open the required article

• In the right‑side Settings panel, enable Allow Comments

• Save or publish the article

  
  
  

Posting a Comment from the Customer Portal

Only logged‑in users can post comments on articles.

Steps to Add a Comment

• Open the article in the Customer Portal

• Scroll to the Comments section

• Enter your comment

• Click Update

  
  
  

Replying to an Existing Comment (Customer Portal)

• Open the article

• Locate an existing comment

• Click Reply

• Enter the response and click Update
  

  
  
  

Replies appear nested under the original comment.

Agent Reply to Article Comments (Agent Portal)

Agents can respond to article comments directly from the Agent Portal.

Steps for Agents to Reply

Navigation Path

Agent Portal → KB → Open Article → Comments

• Open the article

• Select the Comments tab

• Click Reply under the relevant comment

• Enter the response and click Reply
  

  
  
  

The agent response is displayed in the article’s comment section in the Customer Portal as shown:

Frequently Asked Questions

1. Can guests post comments on articles?
   No. Only logged‑in users can post comments in the Customer Portal.

2. Is enabling comments at the portal level enough?
   No. You must enable Show Comments at the portal level and Allow Comments at the article level.

3. Can agents disable comments for a single article?
   Yes. Agents can disable Allow Comments in the article’s Settings panel.

4. Are article comments converted into tickets?
   No. Article comments remain part of the Knowledge Base and do not create tickets.

5. Can comments be enabled for specific brands only?
   Yes. Show Comments is configured per brand under Customer Portal settings.

Related Articles

1. Setting Up and Collecting the Article Feedback
2. How to Send Email Notifications for Negative Customer Feedback