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
- Navigate to Admin → Settings → Agent Portal.
- Select the customization options you want to modify.
Changing the Portal Name
Changing the Portal Name will update both the tooltip displayed on the logo and the page name in the browser.
Changing the 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.
Changing the Logo Linkback URL
To link the logo to your site, fill in your site URL.
Changing the 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.
Learn more about How to Switch to Dark Mode in the Agent Portal.
Changing the 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.
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 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 organisation, from their Profile menu.
Login
Form Login and reCAPTCHA
Enable the Login feature if you want to allow users to log in using a username and password.
Google reCAPTCHA is 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.
These settings only apply to BoldDesk form logins. They do not apply to custom SSO or social logins.
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.
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.
- OAuth 2.0
- Open ID Connect
- 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.
Open ID Connect
It is similar to OAuth 2.0, allowing users to access several websites with a common identity.
JWT
JWT (JSON Web Token)-based Single Sign-On allows users to authenticate once through your organisation’s identity provider and gain seamless access to the BoldDesk customer portal—without needing to re-enter credentials.
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 customize to Show latest updates on top or to Show oldest updates on top. |
| Ticket Layout View | 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. |
| Default Message Preference | You can choose from either All, Private or Public. Learn more How to change default message preference in organizational 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. |
Chat
Configure the chat Default Preferences such as Conversation Assignment Settings (assigning to replying agent) and Chatbot Settings (including chatbot name and avatar).
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?.
- 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.
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 color applies only to the light theme. Use a specific color for dark mode visibility.
Q3: Does changing the theme color affect both light and dark modes?
No, theme color applies only to the light theme. For dark mode, use a specific color 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.
