Frequently Asked Questions
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FAQ
- Are private tickets visible to Contacts/Customers?
- What is BoldDesk?
- Can Custom Domain be mapped to Customer Portal?
- Can a not logged-in user view tickets?
- Can I change the Resolution Due Date of a ticket?
- For which status ticket won’t breach SLA and escalate?
- How can agents create private/internal tickets?
- How to create a support ticket to contact BoldDesk support?
- Can I delete/edit a reply added to a ticket?
- How to Add Agent Notes Hidden from Customers in Tickets
- How to Add Agents to Receive Ticket Email Alerts
- Do @Mentioned Users Receive Email Alerts in Tickets?
- Why a User Isn’t Appearing in @Mention Suggestions
- Can I add contact/customer to the watch list?
- How to Add Customer Contacts for Ticket Email Alerts
- Can agents log time spent/worklog in ticket?
- Do customers have an option to change the priority of the ticket?
- Can I do parent-child ticketing?
- Can I add an external web URL for reference in the ticket?
- How to Pause SLA for a Ticket to Prevent Escalations
- Are there APIs available to integrate with external systems?
- Where can I find the latest release changelogs of BoldDesk?
- Does BoldDesk support to create/update a ticket via Email?
- Does Replying Create a New Thread in a Ticket?
- Can I pull real-time data from BoldDesk for external system integrations?
- Can I white label or rebrand the customer-facing support portal?
- Can I add multiple brands under the same organization/tenant?
- Can I map multiple contact groups to a contact?
- What is a contact?
- What is a contact group?
- I have updated confidential information in the ticket, how to edit the message?
- How to upload files larger than 20 MB?
- When creating a ticket in BoldDesk, can we use a reply-to email address as the requester?
- What happens when an agent responds to an email notification?
- Can I use my own support email instead of the BoldDesk email?
- Can we customize the email notification content?
- Can I send custom email notifications in addition to the default email notifications?
- What is a Help Desk Software?
- Can I send emails in BoldDesk using my own mail servers?
- Can we include the Agent’s name in the display name of the notification email?
- Can we disable the creation of email tickets?
- Is it possible to create a private ticket via email?
- Is it possible to add an email response as a private note instead of a public comment?
- What happens if an unauthorized/third party responds to the ticket via email?
- Is it possible to prevent tickets from being created if the support email address is in the CC field of an email?
- Can we block specific emails/domains from creating/updating tickets via email?
- Is it possible to send an Escalation email to multiple agents?
- Is there a limit to the number of email tickets that can be created?
- Can we disable email notifications?
- Will the customer receive an email if I add a customer or contact email address in CC in a private ticket?
- How can I create a private/internal ticket?
- Where I can find my support email addresses for creating tickets via email?
- Is there a limit on BoldDesk’s outbound emails?
- Does deep/universal linking work for custom domains?
- Can I use a custom domain account for the mobile app?
- What is BoldDesk account URL?
- Is it necessary to login for viewing the tickets?