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

1. Navigate to Admin → Settings → Agent Portal.
   

   
   
   

2. 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;

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.

Explore How to Switch to Dark Mode in the Agent Portal.

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.

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 will automatically be added to any private notes agents create.

Include Agent’s Signature in Public Notes

When enabled, signatures will automatically be added to any public notes agents create.

Login

You can customize the following login options.

BoldDesk Form Login and reCAPTCHA

• BoldDesk Form Login - Enable the Login feature if you want to allow users to log in using a username and password.
• Google reCAPTCHA - a security service that Google provides to prevent non-human entities from accessing websites. Users are offered social login options such as Google, Facebook, and Microsoft. This feature allows users to access the site using any of these accounts.

Two-Factor Authentication (2FA) for All Agents

Enable 2FA for BoldDesk accounts to enhance security and protect against unauthorized access. Explore more on
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 organization 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.

Social Logins

Social login allows users to sign into the agent portal using social accounts. BoldDesk allows login from Google, Facebook, or Microsoft.

Single Sign-on

Users are provided with social login options such as Google, Facebook, and Microsoft. This feature enables users to log in to the site using any of these accounts, saving time and eliminating the need to remember multiple passwords.

You can log in simply by using your existing account on these platforms.

1. OAuth 2.0
2. Open ID Connect
3. JWT (JSON Web Token)

OAUTH 2.0

The protocol allows users to access their resources or grant third-party sites access without exposing their credentials. Learn more on How to Integrate Open ID Connect and OAuth2.0 with BoldDesk.

Open ID Connect

It is similar to OAuth 2.0, allowing users to access several websites with a common identity. Learn more on How to Configure JWT-Based Single Sign-On (SSO) in BoldDesk.

JWT

JWT (JSON Web Token)-based Single Sign-On allows users to authenticate once through your organization’s identity provider and gain seamless access to the BoldDesk customer portal—without needing to re-enter credentials. For further details, please refer to 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.

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.

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 customize 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.

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:

• Setting the default Activity Layout View as either Grid view or Detail view.

• Setting the default Activity View.

• 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.

Work Log

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 Can I Enforce Agents to Log Time for Tickets?.

Frequently Asked Questions (FAQs)

Q1: Can I revert to default settings after customization?
No one-click reset option exists. You must manually restore original values.

Q2: Does sidebar color apply to dark mode?
No, sidebar colour applies only to the light theme. Use a specific colour for dark mode visibility.

Q3: Does changing the theme color affect both light and dark modes?
No, theme colour applies only to the light theme. For dark mode, use a specific colour for visibility.

Q4: Does BoldDesk support multiple SSO providers simultaneously?
Yes, you can configure multiple SSO methods like OAuth 2.0, OpenID Connect, and JWT.

Related Articles

• Home Page of Agent Portal
• BoldDesk Customer Portal Customization: Step-By-Step Guide
• How to Customize Personal Settings in BoldDesk Agent Portal