Frequently Asked Questions
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FAQs
- What is BoldDesk account URL?
- Can I use a custom domain account for the mobile app?
- Does deep/universal linking work for custom domains?
- What is a Help Desk Software?
- Is there a limit on BoldDesk’s outbound emails?
- Where I can find my support email addresses for creating tickets via email?
- How can I create a private/internal ticket?
- Will the customer receive an email if I add a customer or contact email address in CC in a private ticket?
- Can we disable email notifications?
- Is there a limit to the number of email tickets that can be created?
- Is it possible to send an Escalation email to multiple agents?
- Can we block specific emails/domains from creating/updating tickets via email?
- Is it possible to prevent tickets from being created if the support email address is in the CC field of an email?
- What happens if an unauthorized/third party responds to the ticket via email?
- Is it possible to add an email response as a private note instead of a public comment?
- Is it possible to create a private ticket via email?
- Can we disable the creation of email tickets?
- Can we include the Agent’s name in the display name of the notification email?
- Can I send emails in BoldDesk using my own mail servers?
- Can I send custom email notifications in addition to the default email notifications?
- Can we customize the email notification content?
- Can I use my own support email instead of the BoldDesk email?
- What happens when an agent responds to an email notification?
- When creating a ticket in BoldDesk, can we use a reply-to email address as the requester?
- How to upload files larger than 20 MB?
- I have updated confidential information in the ticket, how to edit the message?
- What is a contact group?
- What is a contact?
- Can I map multiple contact groups to a contact?
- Can I add multiple brands under the same organization/tenant?
- Can I white label or rebrand the customer-facing support portal?
- Can I pull real-time data from BoldDesk for external system integrations?
- If I reply to a ticket will it create a new ticket/thread in the same ticket?
- Does BoldDesk support to create/update a ticket via Email?
- Where can I find the latest release changelogs of BoldDesk?
- Are there APIs available to integrate with external systems?
- How can I temporarily pause an SLA for the particular ticket to prevent breaches/escalations?
- Can I add an external web URL for reference in the ticket?
- Can I do parent-child ticketing?
- Do customers have an option to change the priority of the ticket?
- Can agents log time spent/worklog in ticket?
- How to add additional contact/customer in a ticket so that they get email alerts?
- Can I add contact/customer to the watch list?
- While using @mention in ticket reply/note the particular user is not showing in suggestions?
- Will the @mentioned user in a ticket reply/notes will receive email alerts?
- How to add other agents to receive email alerts for changes made in tickets?
- How to add a note message in a ticket, which is not visible to customers?
- Can I delete/edit a reply added to a ticket?
- How to create a support ticket to contact BoldDesk support?
- How can agents create private/internal tickets?
- For which status ticket won’t breach SLA and escalate?
- Can I change the Resolution Due Date of a ticket?
- Is it necessary to login for viewing the tickets?
- Can Custom Domain be mapped to Customer Portal?
- What is BoldDesk?
- Are private tickets visible to Contacts/Customers?
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- Help Desk is a software tool that handles a variety of customer support tasks. It serves as an operating system for your customer service team. You can organize support requests, convert incoming emails to tickets, collaborate with customers and teammates,
- Yes, BoldDesk supports the multi-branding feature. Using this, multiple customer portals can be set up under single tenant/organization.Multiple configurations can be configured under Admin > Brands
- Yes, BoldDesk supports rebranding the customer portal to match your organization’s brand. URL of customer-facing support portal can also be mapped to your organization domain like support.yourdomain.com Settings can be customized in Admin > Customer Portal Settings
- Yes, BoldDesk supports webhooks for Ticket, Contact, and Contact Group events. It allows you to send real-time data from the BoldDesk to external system integrations.
- Yes, tickets can be created and updated via email using the BoldDesk by sending an email to the configured support address.
- You can check the Product Updates page for the latest release updates and announcements.
- Yes, BoldDesk provides a rich set of APIs to developers for external application integrations. For further details, refer to the API Docs: https://developer.bolddesk.com/api
- You can create a ticket using the BoldDesk support portal support.bolddesk.com or you can drop a mail to support@bolddesk.com
- Yes, user should be logged in to view the tickets.
- Yes, the default URL can be mapped to your organization’s domain. yourdomain.bolddesk.com can be mapped to support.yourcompanydomain.com
- BoldDesk is a Help Desk Software tool created by Syncfusion. It can be used for offering end-to-end customer support service. It serves as an operating system for your customer service team. You can organize support requests, convert incoming emails to
