Email Ticketing System
Shared Inbox Software
Multi Brand Help Desk
Internal Help Desk Software
Trouble Ticketing Software
Mobile Help Desk 
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 support@bolddesk.com
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.
Is it necessary to login for viewing the tickets?
Yes, user should be logged in to view the 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
