BoldDesk can create a Knowledge Base article directly from an existing ticket reply by using the Convert to an Article option. This option copies the selected reply content into the Create Article page so you can complete the required fields (for example, Title and Category) and save the article. Use this approach when a ticket reply contains reusable instructions or a resolution that should be preserved in the Knowledge Base.
Checkout this video for more details.

Prerequisite

• You must be able to access the Ticket module.

How to Convert a reply into an article

1. Open Ticket from the left-side menu.

   

2. Open the ticket that contains the reply you want to convert.

3. In the ticket conversation thread, locate the specific reply you want to convert into a Knowledge Base article, then select the reply’s More options icon.

4. Select Convert to an Article.

   

After selecting Convert to an Article:

• BoldDesk navigates to the Create Article page.

• The ticket reply content is pre-filled into the article editor.

  

Complete the article on the Create Article page

On the Create Article page, complete the required article details:

• Title
• Category
• Any other available fields required by your Knowledge Base setup

Save the article to finish creation.

Frequently Asked Questions (FAQs)

1) What does “Convert to an Article” option do in BoldDesk?

Convert to an Article creates a new Knowledge Base article draft by copying the selected ticket reply content into the Create Article page. This lets you use the reply content as the starting article body and then complete the required fields before saving.

2) When should I use “Convert to an Article” option in a ticket reply?

Use Convert to an Article when a ticket reply contains reusable instructions or a resolution that should be preserved in the Knowledge Base, especially when you want to avoid manually copying the reply content into a new article.

3) What do I need before I can convert a ticket reply into an article?

You must be able to access the Ticket module. This ensures you can open the ticket and locate the reply you want to convert.

4) What happens after I select “Convert to an Article” on a ticket reply?

After you select Convert to an Article:

• BoldDesk opens the Create Article page.
• The selected ticket reply content is pre-filled in the article editor.
• The article is created only after you enter required details (for example, Title and Category) and save the article.