BoldDesk Mobile App Deep Links for Tickets and Notifications
The BoldDesk mobile application supports deep links (Android) and universal links (iOS) to provide seamless navigation to tickets directly from notifications and messages. When configured correctly, ticket links automatically open in the installed BoldDesk mobile app instead of a web browser.
This article explains how deep links work in BoldDesk, supported URL formats, known limitations, and troubleshooting steps.
How Deep Links Work in BoldDesk
Deep links allow the BoldDesk mobile app to intercept supported ticket URLs and open the corresponding ticket view directly inside the app.
Supported Scenarios
- Opening ticket links from email notifications
- Opening ticket links from Microsoft Teams notifications
- Opening ticket links from other installed applications that display ticket URLs
When a supported link is tapped, the BoldDesk app launches and loads the ticket automatically.
- Deep links are supported only for Agent Portal ticket links.
- Customer Portal ticket links always open in the device browser, even if the BoldDesk mobile app is installed.
Supported Ticket URL Format
Deep and universal links work only with BoldDesk default domains.
Supported Format
yourcompanyname.bolddesk.com/agent/tickets/{ticketId}
Unsupported Format
- Custom domains (example:
support.yourcompany.com) - Any URL that does not follow the default BoldDesk domain structure
Use Cases
- Agents opening tickets directly from email alerts
- Faster ticket access from Microsoft Teams notifications
- Reducing browser logins on mobile devices
- Improving response time for on‑the‑go support teams
Troubleshooting: Link Opens in Browser Instead of BoldDesk App
If you tap a BoldDesk ticket link from email notifications or Microsoft Teams and it opens in a web browser instead of the installed BoldDesk mobile app, the issue is usually caused by an incorrect app association on the device.
Resolution Steps
- Uninstall the BoldDesk mobile app from your device.
- Reinstall the BoldDesk mobile app.
- Open the email or Microsoft Teams message again.
- Tap the BoldDesk ticket link.
After reinstallation, the link should correctly redirect to the installed BoldDesk mobile app instead of opening in the browser.
- It is acknowledged that deep or universal links are only functional with default domains that follow the format of
yourcompanyname\.bolddesk\.com/agent/tickets/1234. - 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 BoldDesk mobile app.
- If you are using Workspace/ Work Apps, then you need to install the BoldDesk mobile application to that workspace. If you are not able to install it, please contact your administrator.
Frequently Asked Questions
-
Can Customer Portal ticket links open in the BoldDesk mobile app?
No. Customer Portal links always open in the browser. Deep links are supported only for Agent Portal ticket URLs. -
Can custom domains be used for mobile deep links?
No. BoldDesk mobile deep links work only with default domains ending in.bolddesk.com. -
Is there an Admin setting to enable or disable deep links?
No. Deep linking behavior is built into the BoldDesk mobile app and cannot be controlled from Admin Settings. -
Do deep links work if the mobile app is not installed?
No. If the app is not installed, the ticket link opens in the browser. -
Can deep links open views other than tickets?
No. BoldDesk mobile deep links support ticket views only.
