Frequently Asked Questions
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FAQ
- Are private tickets visible to Contacts/Customers?
- What is BoldDesk?
- Can Custom Domain be mapped to Customer Portal?
- Can a not logged-in user view tickets?
- Can I change the Resolution Due Date of a ticket?
- For which status ticket won’t breach SLA and escalate?
- How can agents create private/internal tickets?
- How to create a support ticket to contact BoldDesk support?
- Can I delete/edit a reply added to a ticket?
- How to Add Agent Notes Hidden from Customers in Tickets
- How to Add Agents to Receive Ticket Email Alerts
- Do @Mentioned Users Receive Email Alerts in Tickets?
- Why a User Isn’t Appearing in @Mention Suggestions
- Can I add contact/customer to the watch list?
- How to Add Customer Contacts for Ticket Email Alerts
- Can agents log time spent/worklog in ticket?
- Do customers have an option to change the priority of the ticket?
- Can I do parent-child ticketing?
- Can I add an external web URL for reference in the ticket?
- How to Pause SLA for a Ticket to Prevent Escalations
- Are there APIs available to integrate with external systems?
- Where can I find the latest release changelogs of BoldDesk?
- Does BoldDesk support to create/update a ticket via Email?
- Does Replying Create a New Thread in a Ticket?
- Can I pull real-time data from BoldDesk for external system integrations?
- Can I white label or rebrand the customer-facing support portal?
- Can I add multiple brands under the same organization/tenant?
- Can I map multiple contact groups to a contact?
- What is a contact?
- What is a contact group?
- I have updated confidential information in the ticket, how to edit the message?
- How to upload files larger than 20 MB?
- When creating a ticket in BoldDesk, can we use a reply-to email address as the requester?
- What happens when an agent responds to an email notification?
- Can I use my own support email instead of the BoldDesk email?
- Can we customize the email notification content?
- Can I send custom email notifications in addition to the default email notifications?
- What is a Help Desk Software?
- Can I send emails in BoldDesk using my own mail servers?
- Can we include the Agent’s name in the display name of the notification email?
- Can we disable the creation of email tickets?
- Is it possible to create a private ticket via email?
- Is it possible to add an email response as a private note instead of a public comment?
- What happens if an unauthorized/third party responds to the ticket via email?
- Is it possible to prevent tickets from being created if the support email address is in the CC field of an email?
- Can we block specific emails/domains from creating/updating tickets via email?
- Is it possible to send an Escalation email to multiple agents?
- Is there a limit to the number of email tickets that can be created?
- Can we disable email notifications?
- Will the customer receive an email if I add a customer or contact email address in CC in a private ticket?
- How can I create a private/internal ticket?
- Where I can find my support email addresses for creating tickets via email?
- Is there a limit on BoldDesk’s outbound emails?
- Does deep/universal linking work for custom domains?
- Can I use a custom domain account for the mobile app?
- What is BoldDesk account URL?
- Is it necessary to login for viewing the tickets?
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.
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
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.
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.
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. […]
Is it necessary to login for viewing the tickets?
Yes, user should be logged in to view the tickets.