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Is it necessary to login for viewing the tickets?
Yes, user should be logged in to view the tickets.
What is BoldDesk account URL?
The BoldDesk account URL is the domain name of your support desk. This domain name could be yourcompany.Bolddesk.com or a
Can I use a custom domain account for the mobile app?
Yes, if you have a custom domain for your BoldDesk Account, you can also use it to log in on
Does deep/universal linking work for custom domains?
Deep or universal links are only functional with default domains that follow the format of yourcompanyname.bolddesk.com. Custom domains like support.mycompany.com,
What is a Help Desk Software?
Help Desk is a software tool that handles a variety of customer support tasks. It serves as an operating system
Is there a limit on BoldDesk’s outbound emails?
Yes, the trial tenants are limited to send 30 emails per day for security reasons, while the active paid tenants
Where I can find my support email addresses for creating tickets via email?
To find your support email addresses, follow the steps below. Navigate to Admin > Support Emails. By navigating through the
How can I create a private/internal ticket?
Only agents have an option to create private/internal tickets using Agent Portal. At the time of ticket creation, enable the
Will the customer receive an email if I add a customer or contact email address in CC in a private ticket?
An email notification for any case will not be sent to the customer/contact for a private ticket.
Can we disable email notifications?
Yes, you can disable the email notifications in the BoldDesk. Go to Admin > Email Notification and uncheck the checkbox
Is there a limit to the number of email tickets that can be created?
To enhance security and prevent email loops or automation spam, BoldDesk limits the number of inbound emails processed through email
Is it possible to send an Escalation email to multiple agents?
Yes, you can set multiple agents in the escalation emails using the SLA automation triggers, and you can also send
Can we block specific emails/domains from creating/updating tickets via email?
Yes, the BoldDesk supports the email blocklists and whitelists. Navigate to Admin > Support Emails > Configuration > Blacklist Email
Is it possible to prevent tickets from being created if the support email address is in the CC field of an email?
We can’t prevent ticket creation in this case, so be careful. If you’re having an internal conversation with BoldDesk emails,
What happens if an unauthorized/third party responds to the ticket via email?
BoldDesk validates whether the replied user is related to the ticket or not; if not, it will be updated as
Is it possible to add an email response as a private note instead of a public comment?
Yes, BoldDesk allows you to add an email response as a private note using specific email actions. To do this,
Is it possible to create a private ticket via email?
Yes, it is possible to create a private ticket via email in BoldDesk by using the #private command in the
Can we disable the creation of email tickets?
Yes, you can disable email ticketing. But this will disable all the incoming email replies/creation activities. Navigate to Admin >
Can we include the Agent’s name in the display name of the notification email?
Yes, BoldDesk allows you to send personalized emails by including the Agent’s name in the email display name. However, the
Can I send emails in BoldDesk using my own mail servers?
Yes, BoldDesk supports using your own SMTP email server to send emails to your customers. Please note: Email delivery status
Can I send custom email notifications in addition to the default email notifications?
Yes, you can use our BoldDesk Triggers to create custom email notifications. Based on the ticket events, we have various
Can we customize the email notification content?
Yes, all email content in BoldDesk can be customized. navigate to Admin -> Email Notification -> Choose the appropriate email
Can I use my own support email instead of the BoldDesk email?
Yes, you can use your own email address as the support email address by enabling the following settings. Navigate to
What happens when an agent responds to an email notification?
The Agent replies will be published as public comments, and all ticket members will be notified. Updating via email does
When creating a ticket in BoldDesk, can we use a reply-to email address as the requester?
Yes, the ticket Requester can be the Reply-to email address. You must enable the following option in order to use
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
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
What is a contact group?
A contact group is an entity to group related contacts/users. You may also consider a contact group as a company
What is a contact?
A contact is nothing but a customer account/record.
Can I map multiple contact groups to a contact?
Yes, multiple contact groups can be mapped to a contact. By default, this feature is disabled. To enable, go to Admin
Can I add multiple brands under the same organization/tenant?
Yes, BoldDesk does support the multi-branding feature, which is available exclusively in the Enterprise plan. This feature allows you to
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
Can I pull real-time data from BoldDesk for external system integrations?
Yes, BoldDesk supports webhooks for the following events: Ticket Contact Contact Group Worklog Approval Activity Webhooks allow you to send
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.
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
Where can I find the latest release changelogs of BoldDesk?
You can check the Product Updates page for the latest release updates and announcements.
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
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
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
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
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
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
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
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
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
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 create a support ticket to contact BoldDesk support?
You can create a ticket using the BoldDesk support portal support.bolddesk.com or you can drop a mail to [email protected]
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
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.
Can a not logged-in user view tickets?
No, only logged-in users can view their tickets.
Can Custom Domain be mapped to Customer Portal?
Yes, the default URL can be mapped to your organization’s domain. yourdomain.bolddesk.com can be mapped to support.yourcompanydomain.com. Refer to this
What is BoldDesk?
BoldDesk is a Help Desk Software tool created by Syncfusion. It can be used for offering end-to-end customer support service.
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
