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.
- Open Agent Portal and click the Admin module.
- Select the Agent Portal menu under SETTINGS and choose 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. |
| Default Message Preference | You can choose the default tab from either All, Private or Public. Learn more How to change default message preference in organizational level. |
| Ticket Page Count | Displays the specific number of tickets view 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 set Ticket Page Count to maximum. |
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 Personalize Agent Portal Settings.
Frequently Asked Questions (FAQ)
Q1: Can agents override the organization-wide ticket preferences?
Yes. If agents choose not to inherit global settings, their personal preferences will apply.
Q2: Can private ticket views be set as default for the organization?
No. Only system or public custom views can be set as organization-wide defaults.
Q3: What is the maximum number of tickets that can be displayed per page?
Up to 100 tickets per page can be configured.
