Frequently Asked Questions
No Record Found
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?
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.
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.
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 Agent Notes Hidden from Customers in Tickets
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.
How to Add Agents to Receive Ticket Email Alerts
For adding additional agents to get email alerts for changes made in tickets, add them as a watcher in the ticket.
Do @Mentioned Users Receive Email Alerts in Tickets?
Yes, @mentioning done by an agent in the ticket public reply/notes will add a user in a watch list and they will receive email notifications as like watchers.
Why a User Isn’t Appearing in @Mention Suggestions
Only active agents can be @mentioned. Additionally, customers or contacts who are added as requesters or CC on a ticket can also be @mentioned.
Can I add contact/customer to the watch list?
No, only the agents can be added to the watch list. To add customers/contact, use the Additional Notification (CC) instead of the watcher.
How to Add Customer Contacts for Ticket Email Alerts
Use the CC field to add additional Customer Email IDs.
Can agents log time spent/worklog in ticket?
Yes, agents can use Add Worklog available on the ticket details page to log the time spent on a ticket.
Do customers have an option to change the priority of the ticket?
Yes, customers can change the priority of a ticket from the customer portal if the admin has enabled the configuration in the field settings. To enable this: Go to Ticket Fields → Priority → Configure for Customer Portal.
Can I do parent-child ticketing?
Yes, agents use the Add Link option to create a parent-child relationship between tickets.
Can I add an external web URL for reference in the ticket?
Yes. By using the Add Web Link feature available in Agent Portal ticket details page, the external web URLs can be linked to a ticket.
How to Pause SLA for a Ticket to Prevent Escalations
The ticket can be moved to the Hold status. This will temporarily pause the SLA timer and prevent it from being escalated.
I have updated confidential information in the ticket, how to edit the message?
Yes, There is an option available to edit/delete updates, but an email alert will not be sent for any edit or delete made on the ticket message.
How to upload files larger than 20 MB?
BoldDesk supports uploading files up to 20 MB. Since this is not a file-sharing app, the certain limit has been imposed and there is no option to increase this limit. To upload larger files, use the external file sharing apps such as Dropbox, OneDrive, Google Drive, etc., and insert links in updates.