Is it necessary to login for viewing the tickets?
Yes, user should be logged in to view the tickets.
Yes, user should be logged in to view the tickets.
The BoldDesk account URL is the domain name of your support desk. This domain name could be yourcompany.Bolddesk.com or a
Yes, if you have a custom domain for your BoldDesk Account, you can also use it to log in on
Deep or universal links are only functional with default domains that follow the format of yourcompanyname.bolddesk.com. Custom domains like support.mycompany.com,
Help Desk is a software tool that handles a variety of customer support tasks. It serves as an operating system
Yes, the trial tenants are limited to send 30 emails per day for security reasons, while the active paid tenants
To find your support email addresses, follow the steps below. Navigate to Admin > Support Emails. By navigating through the
Only agents have an option to create private/internal tickets using Agent Portal. At the time of ticket creation, enable the
An email notification for any case will not be sent to the customer/contact for a private ticket.
Yes, you can disable the email notifications in the BoldDesk. Go to Admin > Email Notification and uncheck the checkbox
For security purposes, we should limit the inbound emails coming to email automation. So that, we can avoid any email
Yes, you can set multiple agents in the escalation emails using the SLA automation triggers, and you can also send
Yes, the BoldDesk supports the email blocklists and whitelists. Navigate to Admin > Support Emails > Configuration > Blacklist Email
We can’t prevent ticket creation in this case, so be careful. If you’re having an internal conversation with BoldDesk emails,
BoldDesk validates whether the replied user is related to the ticket or not; if not, it will be updated as
No, all email actions (New ticket/Response) are public.
No, all email actions (New ticket/Response) are public and the members in the ticket will be notified.
Yes, you can disable email ticketing. But this will disable all the incoming email replies/creation activities. Navigate to Admin >
Yes, BoldDesk allows you to send personalized emails by including the Agent’s name in the email display name. However, the
No, BoldDesk does not currently support your own SMTP email server. You can use your own email, but it will
Yes, you can use our BoldDesk Triggers to create custom email notifications. Based on the ticket events, we have various
Yes, all email content in BoldDesk can be customized. navigate to Admin -> Email Notification -> Choose the appropriate email
Yes, you can use your own email address as the support email address by enabling the following settings. Navigate to
The Agent replies will be published as public comments, and all ticket members will be notified. Updating via email does
Yes, the ticket Requester can be the Reply-to email address. You must enable the following option in order to use
BoldDesk supports uploading files up to 20 MB. Since this is not a file-sharing app, the certain limit has been imposed
Yes, There is an option available to edit/delete updates, but an email alert will not be sent for any edit
A contact group is an entity to group related contacts/users. You may also consider a contact group as a company
A contact is nothing but a customer account/record.
Yes, multiple contact groups can be mapped to a contact. By default, this feature is disabled. To enable, go to Admin
Yes, BoldDesk does support the multi-branding feature, which is available exclusively in the Enterprise plan. This feature allows you to
Yes, BoldDesk supports rebranding the customer portal to match your organization’s brand. URL of customer-facing support portal can also be
Yes, BoldDesk supports webhooks for Ticket, Contact, and Contact Group events. It allows you to send real-time data from the
If you reply to an existing ticket email, the reply will be added to the same ticket.
Yes, tickets can be created and updated via email using the BoldDesk by sending an email to the configured support
You can check the Product Updates page for the latest release updates and announcements.
Yes, BoldDesk provides a rich set of APIs to developers for external application integrations. For further details, refer to
The ticket can be moved to the Hold status. This will temporarily pause the SLA timer and prevent it from
Yes. By using the Add Web Link feature available in Agent Portal ticket details page, the external web URLs can
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
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
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
For adding additional agents to get email alerts for changes made in tickets, add them as a watcher in the
You can use the Private note option. Private notes added are visible only in the agent portal. No emails are
Yes, a reply or note can be edited or deleted. Email alerts will not be sent.
You can create a ticket using the BoldDesk support portal support.bolddesk.com or you can drop a mail to [email protected]
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
Yes, Agents can change the Resolution Due Date of tickets if they have permission to Edit Resolution Due.
No, only logged-in users can view their tickets.
Yes, the default URL can be mapped to your organization’s domain. yourdomain.bolddesk.com can be mapped to support.yourcompanydomain.com
BoldDesk is a Help Desk Software tool created by Syncfusion. It can be used for offering end-to-end customer support service.
No, Private tickets are not visible in the Customer Portal, even if requester is set as actual customers. They will