Managing Knowledge Base Categories Visibility in BoldDesk
Categories in BoldDesk Knowledge Base help group related articles, making it easier for customers to find information quickly.
You can control access to each category using visibility permissions, which is useful for creating public and internal knowledge bases.
Example:
- A company may have a public knowledge base accessible to all customers.
- An internal knowledge base restricted to employees only.
Visibility Options
When creating a category, you assign a visibility level. This determines:
- Who can access the category
- Which visibility options are available for articles inside it
Available Visibility Levels
The following are the visibility options that you can choose from:
- Any Users
- Logged-in Users
- Any Agents
- Specific Agent groups
- Specific Contact groups
Any Users
Makes the category visible to everyone, including anonymous visitors. The visibility of articles within this category can be controlled to:
- Any Users
- Logged-in Users
- Any Agents
Logged-in Users
Only users who are logged in can view the category. The articles within this category are also restricted to authenticated users.
Any Agents
Only agents can view the category and its articles.
Specific Agent Groups
Only agents in the selected groups can view this category and its articles.
Specific Contact Groups
Only contacts in the selected groups can view this category and its associated articles.
- Article visibility cannot exceed the visibility of its parent category.
- It is not possible to hide only specific sections inside a publicly visible article. However, you can hide the entire article by setting its Visibility to “Any Agents.”
Access Permissions
To create or edit a category, an agent must have the Add/Edit Category permission assigned to their role. Explore Managing Roles and Permissions in BoldDesk.
Check out this video tutorial.
Best Practices
- Use categories to organize articles logically.
- Assign visibility levels based on audience (public vs internal).
- Regularly review permissions to maintain security.
Frequently Asked Questions (FAQs)
Q1: Can I hide only part of an article?
No. You can only restrict access to the entire article.
Q2: What happens if an article’s visibility conflicts with its category?
The category’s visibility takes precedence.
Q3: Can I create multiple internal categories?
Yes. You assign visibility to specific agent or contact groups.
