In BoldDesk, predefined ticket views are system-defined ticket views that help agents quickly access common ticket lists. You can rename these predefined ticket views to better match your team’s terminology, but you cannot change the filter criteria or ticket content that the predefined view is based on.

When you rename a predefined ticket view, the following changes apply:

• Only the view name changes.
• The tickets shown in the view remain the same.
• The updated name is visible to all users who have access to ticket views.
• The change is not limited to a single agent.

This means predefined ticket views can be renamed for clarity, but they cannot be customized like user-created ticket views.

Prerequisite

Agents must have the Manage ticket views permission enabled to access and manage ticket views.

Steps to rename a predefined ticket view

1. Open the Agent Portal.

2. In the Tickets module, locate the predefined ticket views list on the left panel.

3. Next to the predefined ticket view you want to rename, select the more options (three-dot) icon.

4. Select Edit Settings.

5. In the name field, enter the new predefined ticket view name.

6. Save the change (the updated name becomes visible to all users with access to ticket views).

   

Troubleshooting

1. Why can’t I rename a predefined ticket view in BoldDesk?

Possible cause
Your role may not include the Manage ticket views permission.

What to do
Ask an administrator to verify that your role has Manage ticket views enabled. Without this permission, you may not be able to access the settings required to rename predefined ticket views.

2. Why can’t I change the filters or ticket content inside a predefined ticket view?

Expected behavior
BoldDesk allows you to rename predefined ticket views, but it does not allow you to edit the filter criteria or the ticket content of predefined ticket views.

What to do
If you need a different filter or ticket list, create a custom ticket view instead of editing a predefined ticket view.

3. Why did the renamed predefined ticket view change for all agents?

Expected behavior
Renaming a predefined ticket view applies globally. The updated name is visible to all users who can access ticket views.

What to do
If you need a view name for personal use only, use a custom ticket view instead of renaming a predefined ticket view.

4. Why can’t an agent create a personal version of a predefined ticket view name?

Expected behavior
BoldDesk does not support agent-specific renaming of predefined ticket views. Predefined ticket view names are shared across users.

What to do
Use a custom ticket view if different teams or agents need their own naming or filtering.

5. Why is the new predefined ticket view name not appearing immediately?

Possible causes

• The page has not refreshed yet.
• The user is viewing an older cached version of the page.

What to do

• Refresh the Tickets module page.
• Ask affected users to reload the page if they are not seeing the updated predefined ticket view name.

Frequently Asked Questions

1. Can I rename a predefined ticket view in BoldDesk?
Yes. BoldDesk allows you to rename predefined ticket views so the displayed view name better matches your team’s terminology.

2. Can I change the filters or ticket list inside a predefined ticket view in BoldDesk?
No. You can rename a predefined ticket view, but you cannot change its filters, criteria, or ticket content. The predefined ticket view continues to show the same system-defined set of tickets.

3. Who can rename predefined ticket views in BoldDesk?
Only users whose role includes the Manage ticket views permission can access and manage predefined ticket view settings.

4. Does renaming a predefined ticket view affect all users in BoldDesk?
Yes. Renaming a predefined ticket view updates the name for all users who can access ticket views. It is not a personal or agent-only preference.

Related articles

1. Predefined default Ticket Views or filters
2. Using and Saving Advanced Filters as Ticket Views