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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 a note message in a ticket, which is not visible to customers?

How to add other agents to receive email alerts for changes made in tickets?

Will the @mentioned user in a ticket reply/notes will receive email alerts?

While using @mention in ticket reply/note the particular user is not showing in suggestions?

Can I add contact/customer to the watch list?

How to add additional contact/customer in a ticket so that they get 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 can I temporarily pause an SLA for the particular ticket to prevent breaches/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?

If I reply to a ticket will it create a new ticket/thread in the same 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?

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?

What is a Help Desk Software?

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?

Are private tickets visible to Contacts/Customers?

No, Private tickets are not visible in the Customer Portal, even if requester is set as actual customers. They will not receive any email notifications also for any updates made by agents.

What is BoldDesk?

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

Can Custom Domain be mapped to Customer Portal?

Yes, the default URL can be mapped to your organization’s domain. yourdomain.bolddesk.com can be mapped to support.yourcompanydomain.com

Can a not logged-in user view tickets?

No, only logged-in users can view their tickets.

Can I change the Resolution Due Date of a ticket?

Yes, Agents can change the Resolution Due Date of tickets if they have permission to Edit Resolution Due.

For which status ticket won’t breach SLA and escalate?

If a ticket status belongs to “Close” (Solved/Closed) or “Hold” Category status. SLA timer will be paused and the ticket won’t be escalated.

How can agents create private/internal tickets?

During ticket creation time, agents can select the “Mark this ticket private” option to create private or internal tickets.

How to create a support ticket to contact BoldDesk support?

You can create a ticket using the BoldDesk support portal support.bolddesk.com or you can drop a mail to [email protected]

Can I delete/edit a reply added to a ticket?

Yes, a reply or note can be edited or deleted. Email alerts will not be sent.

How to add a note message in a ticket, which is not visible to customers?

You can use the Private note option. Private notes added are visible only in the agent portal. No emails are sent to customers nor an update is visible in the customer portal.