Not every agent requires access to view or manage Knowledge Base content. In BoldDesk, access to the Knowledge Base module in the Agent Portal is controlled through role-based permissions.

Enable the module for roles whose agents need to view, create, edit, or manage Knowledge Base content. Disable it for roles that should not have access to the module.

Prerequisites

Before changing Knowledge Base access, ensure that:

• You have permission to manage roles and permissions.
• You know which role is assigned to the affected agent.
• You have reviewed all roles assigned to the agent.

Enable or Disable Knowledge Base Access for a Role

To update the Knowledge Base module permission:

1. Open the Admin module.

2. Go to Users and Permissions → Roles and Permissions.

3. Select the role you want to update.

   • Alternatively, create a custom role if the existing roles do not meet the required access configuration.

     
     
     

4. Open the role for editing.

5. Locate the Knowledge Base module under the role permissions.

6. Configure the module as required:

   • Enabled: Agents assigned to the role can see the Knowledge Base module.
   • Disabled: The role does not grant access to the Knowledge Base module.

7. Review the Knowledge Base child permissions if the role requires specific article-management capabilities.

8. Click Update to save the changes.
   

   
   
   

Verify the Agent’s Assigned Roles

After updating the permission:

1. Go to the Agents section in the Admin module.
2. Open the affected agent’s profile.
3. Review the roles assigned to the agent.
4. Confirm that the required role is assigned.
5. If access should be removed, confirm that no other assigned role grants Knowledge Base access.
6. Ask the agent to refresh or sign in to the Agent Portal again.
7. Confirm whether the Knowledge Base module is displayed as expected.

Expected Results

Account Owner Role

The Account Owner role has preconfigured access across BoldDesk. Unlike other system roles, the Account Owner role cannot be edited or deleted.
To test restricted Knowledge Base access, use an editable system role or a custom role instead of the Account Owner role.

Troubleshooting

The Knowledge Base Module Is Still Visible

Confirm that:

• The agent is assigned to the role you updated.
• No other assigned role grants Knowledge Base access.
• The role changes were saved.
• The agent refreshed or signed in to the Agent Portal again.

The Knowledge Base Module Is Not Visible

Confirm that:

• At least one assigned role has the Knowledge Base module enabled.
• The correct role is assigned to the agent.
• The role changes were saved.
• The agent refreshed the Agent Portal.

The Agent Can Open Knowledge Base but Cannot Manage Articles

The Knowledge Base module permission and article-management permissions are separate.
Review the role’s Knowledge Base permissions and enable the required actions, such as creating, editing, reviewing, or publishing articles.

Customers Cannot See the Knowledge Base

Agent Portal role permissions do not control Customer Portal Knowledge Base visibility.
Review the applicable brand under:
Admin > Customer Portal > Knowledge Base

Confirm that the Knowledge Base is enabled and that the categories and articles have the required portal visibility.

Frequently Asked Questions

1. How do I hide the Knowledge Base module from specific agents?
   Disable the Knowledge Base module for every role assigned to those agents. If another assigned role grants Knowledge Base access, the module remains visible.

2. Where do I enable or disable Knowledge Base access?
   Go to Admin > Users and Permissions > Roles and Permissions, edit the applicable role, and update the Knowledge Base module permission.

3. Does disabling Knowledge Base for one role always hide the module?
   No. An agent can have multiple roles. The Knowledge Base module remains available if another assigned role grants access.

4. Does enabling the Knowledge Base module allow an agent to publish articles?
   Not automatically. Enable the relevant Knowledge Base child permissions for the article actions the agent must perform.

5. Can permissions be assigned directly to an agent?
   No. BoldDesk permissions are assigned through roles. Assign the appropriate role to the agent.

6. How do I restore Knowledge Base access?
   Enable the Knowledge Base module for an assigned role, save the changes, and have the agent refresh or sign in again.

7. Does this setting affect the Customer Portal Knowledge Base?
   No. This setting controls Agent Portal access only. Configure Customer Portal Knowledge Base availability separately for the applicable brand.

8. Can I subscribe only to the Knowledge Base without ticketing?
   No. The Knowledge Base is included within the BoldDesk Help Desk platform and is not sold separately. However, you can configure a Knowledge Base-only Customer Portal by hiding the Tickets tab and disabling ticket creation.

Related Articles

1. Managing Roles and Permissions in BoldDesk
2. How to Manage Knowledge Base Access in the Agent Portal
3. Manage Agent Access with BoldDesk Permissions
4. How to Create and Manage Knowledge Base Articles in BoldDesk
5. How to Configure the BoldDesk Customer Portal Knowledge Base