How to Change Organization-wide Default Ticket Preferences in BoldDesk
This guide explains how administrators can update the default ticket view settings across the organization in BoldDesk. By customizing these preferences, you can ensure a consistent ticket management experience for all agents, improving workflow efficiency and visibility. For changing the default preferences of tickets in an organization-wide way, follow the given steps:
Checkout this video for more details.
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Navigate Admin > Settings > Agent Portal
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Select the Tickets tab.
Settings Description All Displays all types of messages including public replies and private/internal notes. Public Message Shows only the messages that are visible to both agents and customers (public replies). Private Message Displays only internal messages meant for agent communication, which are not visible to customers. Below is a brief description of the available ticket default preferences.
Ticket Default Preference Options Sort Order The default sorting order of updates shown on the ticket details page can be changed. You can either customize to Show latest updates on top or to Show oldest updates on top. Ticket Layout View Displays the tickets in either Card View, Grid View or Detail View (Default). Ticket View Sets the view by which the tickets are displayed on the ticket list page. The default is All Tickets View. Here you can choose from system or custom ticket views. Private views cannot be set as Organization-wide default view. Explore How to Manage Ticket Views in BoldDesk. Default Message Preference You can choose the default tab from either All, Private or Public Message as discussed above. Ticket Page Count Displays the specific number of tickets viewed on a single page. The default value is 15. Here you can choose from a minimum of 15 to a maximum of 100. Learn more on How to Change the Number of Tickets Displayed per Page in BoldDesk.
In organization-wide settings, agents can override their personal settings page based on their preference. If “inherit from global settings” is set, then org-wide settings will apply; else agent personal preference will apply. Explore How to Customize Personal Settings in BoldDesk Agent Portal.
Frequently Asked Questions
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Can agents override the organization-wide ticket preferences?
Yes. If an agent does not inherit global settings, the agent’s personal preferences apply instead of organization-wide defaults. -
Can private ticket views be set as the organization-wide default Ticket View?
No. Only system views or public custom views can be set as the organization-wide default. Private views cannot be used as an organization-wide default. -
What is the maximum number of tickets that can be displayed per page?
The maximum is 100 tickets per page. -
Which setting controls whether agents see internal notes by default?
Default Message Preference controls the default message tab: All, Public Message, or Private Message. Use All to include both public replies and private/internal notes in the default view. -
Where do agents change personal ticket preferences?
Agents manage personal ticket preferences from their personal settings area. If the agent enables inherit from global settings, the organization defaults apply. -
Does Sort Order change the ticket list order or the order of updates inside a ticket?
Sort Order changes the order of updates shown on the ticket details page (latest-first or oldest-first). -
What happens if an admin sets a Ticket View that an agent does not want to use?
If the agent does not inherit global settings, the agent’s personal Ticket View preference is used instead of the organization-wide default.
