FAQ - Tickets

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.

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.

The ticket can be moved to the Hold status. This will temporarily pause the SLA timer and prevent it from being escalated.

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.

Yes, agents use the Add Link option to create a parent-child relationship between tickets.

No, priority can be changed only in the agent portal by agents. Customers can’t change a priority. If you want customer to set a priority, you can create a custom field for customer priority and use automation triggers to change the default priority field value available for agents.

Yes, agents can use Add Worklog available on the ticket details page to log the time spent on a ticket.

Use the CC field to add additional Customer Email IDs.

No, only the agents can be added to the watch list. To add customers/contact, use the Additional Notification (CC) instead of the watcher.

Only Active agents can be @mentioned. Customer/Contact cannot be @mentioned.

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.

For adding additional agents to get email alerts for changes made in tickets, add them as a watcher in the ticket.

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.

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

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

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.

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

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.