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FAQ - Tickets

Find answers for the most Frequently Asked Questions

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FAQs

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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

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 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 being escalated.

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.

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?

No, priority can be changed only in the agent portal by agents. Customers can’t change a priority. If you want customer to set a priority, you can create a custom field for customer priority and use automation triggers to change

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 of the watcher.