BoldDesk allows administrators to control how ticket information is displayed to agents using custom ticket views. By configuring fixed columns in a custom Grid View, you can ensure all agents see the same set of ticket fields, improving consistency, visibility, and workflow efficiency.

This article explains how to configure fixed columns for all agents using a custom ticket view and how to enforce the Grid View layout across the Agent Portal.

Use Cases

Use fixed columns when you want to:

• Standardize ticket visibility for all agents
• Ensure critical fields (Priority, Status, Assignee, SLA) are always visible
• Improve ticket triage and queue management

Prerequisites

Before proceeding, ensure:

1. You have Admin access
2. A custom ticket view already exists or can be created
3. Agents use the Grid View layout in the Agent Portal

1. Open the Custom Ticket View Settings

Steps

• Go to the Tickets module in the Agent Portal.

• Select the custom ticket view you want to configure.

• Click Edit Settings for the selected view.
  

  
  
  

This opens the configuration panel for the ticket view.

2. Configure Columns and Access Scope

In the Edit Settings panel:

1. Set Access Scope to Any Agents.
   This ensures the view configuration applies to all agents, not just the creator.

2. Select the columns you want to display in the Grid View.
   Choose only the fields that should remain visible for all agents.

3. Save the changes.
   Once saved, the selected columns become fixed for everyone using this view.

   

3. Enforce Grid View Layout for Agents

To ensure agents see the fixed columns correctly, the ticket layout must be set to Grid View.

Navigation Path:
Admin → Agent Portal → Tickets

Steps

• Go to Admin.

• Select Agent Portal.

• Open Tickets tab settings.

• Set Ticket Layout View to Grid View.

• Save the configuration.
  

  
  
  

This enforces the Grid View layout across the Agent Portal.

FAQs

1. Can I set fixed columns for system ticket views?
   No. Fixed columns are supported only for custom ticket views.

2. Will agents be able to change the columns themselves?
   No. When Access Scope is set to Any Agents, the column configuration is fixed.

3. Does this apply to all ticket layouts?
   No. Fixed columns work only when Grid View is enabled.

4. Can I create different fixed views for different teams?
   Yes. Create multiple custom views with different column sets and assign access accordingly.

Related Articles

1. Using Ticket Views or Saved Filters
2. How to Manage Ticket Views in BoldDesk: Quick Guide