FAQ | BoldDesk

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.

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. It serves as an operating system for your customer service team. You can organize support requests, convert incoming emails to tickets, collaborate with customers and teammates, automate repetitive tasks, auto-assign tickets to agents, collect customer […]

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 article for more information: How to map a custom domain.

Can a not logged-in user view tickets?

No, only logged-in users can view their tickets.

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.

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.

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.

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]

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 Add Agent Notes Hidden from Customers in Tickets

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.

How to Add Agents to Receive Ticket Email Alerts

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

Do @Mentioned Users Receive Email Alerts in Tickets?

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.

Why a User Isn’t Appearing in @Mention 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.

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.

How to Add Customer Contacts for Ticket Email Alerts

Use the CC field to add additional Customer Email IDs.

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.

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 I do parent-child ticketing?

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

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.

How to Pause SLA for a Ticket to Prevent Escalations

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

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 API Docs: https://developer.bolddesk.com/api.

Where can I find the latest release changelogs of BoldDesk?

You can check the Product Updates page for the latest release updates and announcements.

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 address.

Does Replying Create a New Thread in a Ticket?

If you reply to an existing ticket email, the reply will be added to the same ticket.

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 real-time data from BoldDesk to external systems, enabling seamless integration and automation. Refer to this article for more information: Webhooks Guide.

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 mapped to your organization domain like support.yourdomain.com Settings can be customized in Admin > Customer Portal Settings

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 set up multiple customer portals under a single tenant or organization, enabling a tailored experience for each brand. You can configure multiple brand settings by navigating to Admin > Brands in the BoldDesk admin panel.

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 > General Settings and enable the settings to allow a contact to be a part of multiple contacts.

What is a contact?

A contact is nothing but a customer account/record.

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 that have user/contacts grouped underneath.

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 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 as Dropbox, OneDrive, Google Drive, etc., and insert links in updates.

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 this function. Navigate to Admin -> Support Emails -> “Use the ‘Reply To’ email address for creating contacts”

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 not change the ticket’s status; instead, it maintains the ticket’s current status.

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 Admin -> Support Emails -> Add Email, Clicking this button will take you to a new page where you will be asked for your email address. Note: To enable email ticketing, you must first enable […]

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 template and update the content. Please see this article for more information. manage-and-personalise-email-notifications

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 types of triggers. Create trigger – Triggers when a ticket is created. Update trigger – Triggers when the ticket’s note/reply/property is updated. Time trigger – Triggers every hour based on the criteria you specify.

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 for your customer service team. You can organize support requests, convert incoming emails to tickets, collaborate with customers and teammates, automate repetitive tasks, auto-assign tickets to agents, collect customer satisfaction feedback, and improve customer service. […]

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 will not be recorded in BoldDesk. To track delivery, you’ll need to check the Sent Items folder of the configured email account.

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 email address remains the same, and the agent’s email address is not revealed. To enable this option, go to Admin > Support Emails > Configuration Tab and check the Use Agent names in ticket replies […]

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 > Support Emails > Support Emails. Select Disable Ticket Creation from the action menu of the required email.

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 email body. When this command is included, the ticket created from that email will be marked as private, making it visible only to agents and hidden from the customer portal. This feature is part of […]

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, include the following syntax in the body of your email: #private When this tag is used, the content of the email will be added to the ticket as a private note, visible only to agents […]

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 a private note; the agent will validate and mark it as public if he wishes.

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, make sure to remove the support email address from the CC/TO field. otherwise, it will be marked as a public response, and all ticket members will be notified.

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 text box and enter the required emails/domains to be blocked.

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 Agent group emails. You can send multiple levels of escalation based on hierarchy, such as lead and managers.

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 automation per user within an organization. First 50 emails per hour: Processed as valid. Emails 51 to 500: Marked as suspended. More than 500 emails: Ignored. Notes: The 1-hour window starts from the time the […]

Can we disable email notifications?

Yes, you can disable the email notifications in the BoldDesk. Go to Admin > Email Notification and uncheck the checkbox to disable the email event.

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.

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 “Mark ticket as private” checkbox.

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 support emails, you will find the available support email addresses. You can also add your own email addresses as needed. For more information, read the following detailed article.

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 are not restricted.

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, are incompatible with deep or universal links. If an attempt is made to access tickets using a custom URL, the device will redirect to the browser login page instead of opening the ticket in the […]