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FAQ - Tickets

Find answers for the most Frequently Asked Questions

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FAQs

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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

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 can I temporarily pause an SLA for the particular ticket to prevent breaches/escalations?

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

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.

Can I do parent-child ticketing?

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

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 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.

How to add additional contact/customer in a ticket so that they get email alerts?

Use the CC field to add additional Customer Email IDs.

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.

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

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

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.

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

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

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.

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 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.

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.

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.

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.