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FAQs

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Are private tickets visible to Contacts/Customers?

Can Custom Domain be mapped to Customer Portal?

Is it necessary to login for viewing the 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?

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?

Does deep/universal linking work for custom domains?

Can I use a custom domain account for the mobile app?

Is it necessary to login for viewing the tickets?

I reached my $100 payment threshold. Why didn’t I receive a payment?

Can I refer myself? What happens if I’m both the affiliate and the customer?

What happens if the customer upgrades or downgrades?

If a customer I referred makes a purchase and returns the order, do I still get paid?

Is there a minimum payment threshold?

Can I run ads as an Affiliate?

Can I use someone else’s PayPal account to get commissions?

How much will I earn for each referral?

In which countries/regions is the Affiliate Program available?

How are the clicks/referrals tracked?

Why should I join the BoldDesk Affiliate Program?

Are there APIs available to integrate with external systems?

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

Where can I find the latest release changelogs of BoldDesk?

You can check the Product Updates page for the latest release updates and announcements.

Does BoldDesk support to create/update a ticket via Email?

Yes, tickets can be created and updated via email using the BoldDesk by sending an email to the configured support address.

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

If you reply to an existing ticket email, the reply will be added to the same ticket.

Can I pull real-time data from BoldDesk for external system integrations?

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.

Can I white label or rebrand the customer-facing support portal?

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

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