How to Customize Agent Portal Settings in BoldDesk
The Agent Portal in BoldDesk offers multiple customization options to align with your organization’s branding and workflow. Below are detailed, standalone sections for each setting.
Accessing Agent Portal Settings
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Navigate to Admin → Settings → Agent Portal.
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Select the customization options you want to modify. You can modify the following tabs: General, Login, Tickets, Chat, Activities, Knowledge Base, and Worklog.
General
The general tab allows configuration of the following;
| General Tab Setting | Description | Screenshot |
|---|---|---|
| Portal Name | Changing the Portal Name will update both the tooltip displayed on the logo and the page name in the browser. | |
| Logo and Favicon | You can modify the agent portal’s Logo & Favicon to align with your branding. The option to change the Logo and Favicon supports the predefined formats. | |
| Logo Linkback URL | To link the logo to your site, fill in your site URL. | |
| Sidebar Color | You can change the colour of the left navigation sidebar in the agent portal by selecting from existing Sidebar Colours or typing the hex code directly to match your branding. Sidebar colours are applicable only in the light theme. For the dark theme, a specific Sidebar Colour enhances visibility. | |
| Theme Colour | The Theme Colour improves various style factors in your agent app, including the hyperlink colour, button colour, app backdrop, and animated colours. You can change the theme colour of the agent portal by selecting from existing colours or typing the hex code to match your brand. Explore How to Switch to Dark Mode in the Agent Portal. | |
| Agent Availability Status | Agent Availability Status settings are turned off by default. You can enable these settings if you want agents to have the authority to modify their availability status across the entire organization, from their Profile menu. This setting allows the agents to update their availability status from the Profile menu. Tickets are assigned to available agents in a round-robin (Even Distribution / Load Based) ticket assignment process. | |
| Agent Signature | This setting enables you to manage the inclusion of agent signatures in both public and private notes. • Include Agent’s Signature in Private Notes - When enabled, signatures are automatically added to any private notes created by agents. • Include Agent’s Signature in Public Notes - When enabled, signatures are automatically added to any public notes created by agents. |
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- Agent Portal theme customisation is configured at the account level and applies across all brands. Brand-specific theme customisation is currently supported only for the Customer Portal. Additionally, custom colour palettes are available only in Light Theme, while Dark Theme uses predefined colours and does not support custom palette customisation.
- Avoid using transparent colours when configuring a custom theme colour. The Theme Colour applies only to the light theme, while a specific theme colour enhances visibility in the dark theme.
- Agent Portal colour and theme settings do not automatically apply to the AI Assistant (web widget). The AI Assistant has a separate appearance configuration that must be customised independently under Admin → Web Widget settings.
Login
You can customise the following login options.
| Login Setting | Description |
|---|---|
| BoldDesk Form Login and reCAPTCHA | This setting allows you to enable username/password authentication and additional security features for user login. • BoldDesk Form Login - Enable this option to allow users to sign in using a username and password. • Google reCAPTCHA - Enable this security feature to help prevent automated or non-human access to the portal and support social login options such as Google, Facebook, and Microsoft accounts. |
| Two-Factor Authentication (2FA) for All Agents | Enable 2FA for BoldDesk accounts to enhance security and protect against unauthorised access. These settings only apply to BoldDesk form logins. They do not apply to custom SSO or social logins. Explore How to Configure and Use Two-Factor Authentication (2FA) in BoldDesk |
| Password Policy | It is a set of rules that dictate how passwords are created, managed, and used within an organisation or system to enhance the security of user accounts. The password policy applies exclusively to users who have opted for BoldDesk (Form Login). The two options available are Default Policy and Custom Policy. Unexpected logouts and password reset prompts typically occur after a password policy change. Updating password rules may force active users to reset their passwords, briefly interrupting sessions until the reset is completed. |
| Social Logins | Social login allows users to sign into the agent portal using social accounts. BoldDesk allows login from Google, Facebook, or Microsoft. To hide social sign-in options (Google/Facebook/Microsoft) on the BoldDesk Agent Portal sign-in page, go to Admin → Settings → Agent Portal → Login and disable the required Social Login providers. |
| Single Sign-on | This feature allows users to sign in using supported Single Sign-On (SSO) and social authentication methods, providing a secure and seamless login experience without the need to manage multiple passwords. • OAuth 2.0 - Allows users to authenticate and grant access to resources without sharing credentials. Explore How to Integrate Open ID Connect and OAuth2.0 with BoldDesk • OpenID Connect - An identity layer built on OAuth 2.0 that enables users to access multiple applications using a single identity. Explore How to Set Up Single Sign-On (SSO) in BoldDesk • JWT (JSON Web Token) - Enables Single Sign-On (SSO) by allowing users to authenticate through an organisation’s identity provider and access the BoldDesk customer portal without signing in again. Explore How to Configure JWT-Based Single Sign-On (SSO) in BoldDesk |
Tickets
Configure the tickets’ Default Preferences such as Sort Order, Ticket Layout View, Ticket View, Default Message Preferences, and Ticket Page Count.
Below is a brief description of the available ticket default preferences.
| Ticket Default Preference | Options |
|---|---|
| Sort Order | You can either customise to Show latest updates on top or to Show oldest updates on top. |
| Ticket Layout View | This refers to the customisable way in which ticket information is displayed to agents. You can choose from Card View, Grid View, or Detail View. |
| Ticket View | Here you can choose from system or custom ticket views. Explore How to Manage Ticket Views in BoldDesk: Quick Guide. |
| Default Message Preference | You can choose from either All, Private, or Public. Learn more How to change default message preference in organisational level. |
| Ticket Page Count | Here you can choose from a minimum of 15 to a maximum of 100. Learn more on How to set Ticket Page Count to maximum. |
| Enable selection of From address | If you toggle Enable From Address Selection, agents will be able to select the From email address when creating or updating tickets. Only the support emails associated with the selected brand will be available. Explore How to Change the “From” Email Address When Updating or Creating Tickets. |
Chat
Configure the chat Default Preferences such as Conversation Assignment Settings (assigning to replying agent), Chatbot Settings (including chatbot name and avatar), and Default Chat View.
| Chat Tab Settings | Description | Screenshot |
|---|---|---|
| Conversation Assignment Settings | Choose how conversations should be assigned when an agent replies to an unassigned conversation or one assigned to a team. If you check the option “assign to the replying agent,” the conversation will be automatically assigned to the agent who responds. | |
| Chatbot Settings | Here you can customise the chatbot name that appears in system messages, workflows, and welcome messages. You have the option to change Chatbot Name / Avatar (Profile Picture). | |
| Default Preference | In this section, you may choose the default chat view for the whole portal | |
| Agent Name Display Settings | The Agent Name Display setting in BoldDesk automatically inserts the responding agent’s name at the beginning of each reply when Show agent name by default in omnichannel replies is enabled. This applies across supported omnichannel conversations and ensures customers can immediately identify who is assisting them. This feature standardises agent identification, improves conversation clarity, and removes the need for agents to manually add their names to replies—resulting in a more consistent and professional communication experience. |
Side Threads
A Side Thread within a ticket allows agents to have discussions related to an issue without cluttering the main conversation. From this page, you can enable side threads for both the sidebar of the ticket and Microsoft Teams. Explore Configuring Side Thread Settings in BoldDesk.
Activity
Configure the Activity Default Preferences by:
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Setting the default Activity Layout View as either Grid view or Detail view.
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Setting the default Activity View.
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Specifying the number of activities displayed per page on the Activity Page Count view.
Knowledge Base
In the agent portal, you can adjust the knowledge base settings for the Default Editor Preference (Markdown or WYSIWYG) and Enforce SEO-related attributes.
Worklog
Customize ticket work log preferences in the agent portal to adjust how work logs are displayed and managed. Learn more about the work log preferences by referring to How to Enforce Agents to Log Time Spent for Tickets.
- Embedding the BoldDesk Agent portal via an iframe is not supported due to security and design constraints. While BoldDesk allows embedding of web forms and widgets for customer interactions, the agent portal is designed to operate independently for managing tickets and chats.
- At present, BoldDesk does not offer a one-click “Reset to Default or Revert” feature for the Portal settings. However, you may manually undo changes by restoring the original values for the logo, theme colour, sidebar colour, and other settings.
- After you customize Agent Portal settings, there is no option to revert to the default settings automatically. To undo customizations, you must manually restore each setting to its previous value. Ensure you document changes before saving.
Troubleshooting (common operational issues)
Theme colour or sidebar colour looks wrong in dark mode
Theme Colour and Sidebar Colour apply primarily to the light theme.
Agents are unexpectedly prompted to reset passwords after a policy change
Password policy changes can force password resets for existing users using BoldDesk Form Login.
2FA settings appear not to apply for some agents
2FA settings apply only to BoldDesk form logins, not to custom SSO or social logins.
Frequently Asked Questions
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Can I revert Agent Portal settings back to the default in one click?
No. BoldDesk does not provide a one-click revert. Each setting must be restored manually. -
Does Sidebar Colour apply to dark mode?
No. Sidebar colours are applicable only in the light theme. -
Does Theme Colour apply to both light and dark modes?
No. Theme Colour applies only to the light theme. Choose dark-mode-appropriate colours separately for visibility. -
Do Agent Portal theme settings also change the AI Assistant (web widget) appearance?
No. The AI Assistant (web widget) has separate appearance settings under Admin → Web Widget settings. -
Do password policy and 2FA apply to SSO users?
No. Password policy and 2FA settings in this section apply only to BoldDesk Form Login users. -
What happens when “assign to the replying agent” is enabled for chat?
When an agent replies to an unassigned conversation or a team-assigned conversation, BoldDesk assigns the conversation to the replying agent. -
When “Enable From Address Selection” is enabled, which From addresses can agents use?
Agents can choose only the support email addresses associated with the selected brand. -
Is embedding the Agent Portal in an iframe supported?
No. Embedding the Agent Portal via iframe is not supported.
