BoldDesk uses role-based permissions to control what agents can do in the Activities module. Agents can access the Activities module only when the Activity module permission is enabled for the role assigned to them.

This article explains the Activity permissions shown under Admin → Roles and Permissions → Activity, including how each permission affects what agents can view, create, edit, and delete in Activities.

Prerequisites

• You must have access to Admin → Roles and Permissions to edit role permissions.
• Agents must be assigned to a role for permissions to apply (permissions cannot be assigned directly to an agent).

Enable Activity module access (required)

Agents can view the Activities module only if the Activity module permission is enabled for their role.

Steps

1. Go to Admin → Roles and Permissions.

2. Open the role you want to update.

3. In Modules, enable Activity.

4. Click Update (or save) to apply changes.

   

View all activities permission

To view all activities across the portal, agents must have the View all activities permission.

What happens when View all activities is disabled

Without View all activities, agents can only see activities they:

• created themselves
• are assigned to
• are watching

If a user needs to share a restricted activity with someone else, the activity can be shared by adding the other user as a watcher, which grants visibility to that activity.

Create activity views permission

This permission controls whether agents can create custom activity views and what access scope those views can have.

Edit activity comments permission

This permission controls whether agents can edit comments in activities, and whether they can edit only their own comments or any agent’s comments.

• Own comments — agent can edit only the comments added by that agent.
• Own or any agent’s comments — agent can edit comments added by other agents as well.

Delete activity comments permission

This permission controls whether agents can delete comments in activities, and whether they can delete only their own comments or any agent’s comments.

Options

• Own comments — agent can delete only the comments added by that agent.
• Own or any agent’s comments — agent can delete comments added by other agents as well.

Delete files uploaded in activity permission

This permission controls whether agents can delete files uploaded in activities, and whether they can delete only their own uploads or any agent’s uploads.
Options

• Own uploaded files — agent can delete only files uploaded by that agent.
• Own or any agent’s uploaded files — agent can delete files uploaded by other agents as well.

Delete activities permission

This permission controls whether agents can delete activity records, and whether they can delete only activities they created or also activities created by other agents.
Options

• Own activities — agent can delete only activities created by that agent.
• Own or any agent created activities — agent can delete their own activities and activities created by other agents.

To learn more about configuring roles and permissions in BoldDesk, explore Managing Roles and Permissions in BoldDesk.

Frequently Asked Questions

1. Why can’t an agent see the Activities module in the Agent Portal?
   An agent can access the Activities module only if the Activity module permission is enabled for at least one role assigned to that agent. If the Activity module is disabled in the role, the Activities module will not be available to the agent.

2. What can an agent see if “View all activities” is disabled?
   Without View all activities, an agent can only see activities that the agent:

   • created,
   • is assigned to, or
   • is watching (for example, the agent was added as a watcher to grant visibility).
     Even if View all activities is disabled, an agent who has access to a ticket can still view and modify activities linked to that ticket from the ticket’s Activities tab.

3. What do the “Create activity views” permission options mean (Private / Private and Group / Private, Group and Public)?
   The Create activity views permission controls whether agents can create custom activity views and how widely those views can be shared:

   • Private: view is visible only to the creator
   • Private and Group: view is visible to the creator and selected groups
   • Private, Group and Public: view is visible to all agents in the portal

4. How do “Edit activity comments” and “Delete activity comments” permissions differ?
   These permissions control whether agents can modify activity comments and how broadly:

   • Own comments: the agent can edit/delete only comments created by the agent
   • Own or any agent’s comments: the agent can edit/delete comments created by other agents as well.

5. Can I block agents from creating activities while still letting them view activities?
   BoldDesk permissions control module access, visibility scope (for example, View all activities), and edit/delete actions, but BoldDesk does not document a separate permission that blocks manual activity creation only while still allowing full Activities access. The supported option to prevent activity creation is to disable the Activity module permission for the role, which removes Activities module access for agents assigned to that role.