Managing Tickets in Mobile App
The BoldDesk mobile application allows agents to conveniently access and respond to support tickets on their mobile devices or tablets. It is specifically designed to facilitate the efficient management of tickets and enable agents to promptly address customer inquiries and provide responses remotely using their mobile devices.
The following are some of the ways agents manage their tickets:
Accessing the Ticket List Page
When an agent logs in, the Ticket List page opens by default.
This default list is determined by the agent’s Ticket View selection set in:
Profile → Personal Settings → Default Ticket View
From the Ticket List page, agents can:
- Switch between saved views (e.g., My Open Tickets, Unassigned, All Pending)
- Apply filters and sorting options
- Search tickets by ID, requester, subject, or custom fields
Explore more about How to Customize Personal Settings in BoldDesk Agent Portal
Creating a Ticket in the Mobile App
Agents can create new tickets directly from the mobile interface.
Steps
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Open the BoldDesk Mobile App and sign in.
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On the Ticket List page, tap the + icon.
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Complete the Create Ticket form by entering:
- Requester
- Subject
- Description
- Priority, Status, or custom fields (if enabled)
- Attachments (optional)
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Tap Create to submit the ticket.
Once created, the ticket appears immediately in the appropriate view based on its assignment and status.
Default ticket view
Ticket resolution and response due indication
On the ticket list page, agents can see a clear indication of any delays in resolution and response due dates. This allows agents to easily identify and respond to customer inquiries promptly.
The resolution and response due indication allow agents to efficiently manage and select their tickets by utilizing the search, sorting, and filtering functionalities.
FAQs
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Can I update ticket properties from the BoldDesk Mobile App?
Yes. Agents can modify fields such as Status, Priority, Group, Assignee, Tags, and custom fields directly in the Ticket Details screen. -
Does the mobile app support internal notes and public replies?
Yes. The Reply menu in a ticket allows agents to add Public Replies to customers or Internal Notes visible only to agents. -
Are automation rules triggered when actions are performed in the mobile app?
Yes. Any ticket update made from the mobile app triggers the same Automation Rules, Assignment Rules, and SLA policies as the web application. -
Can I manage custom ticket fields in the mobile app?
Agents can view and update existing custom fields on tickets.
However, creating or configuring custom fields must be done in Admin → Ticket Fields in the web portal.
