How to Restrict Agents from Updating Closed Tickets in BoldDesk
In BoldDesk, administrators can prevent agents from updating closed tickets by disabling a role permission. This helps control what actions agents can perform after a ticket has been closed.
Restrict Agents from Updating Closed Tickets
To prevent agents from replying to or editing closed tickets, clear the Allow agent to reply or edit closed ticket permission in the selected role.
Steps to disable updates for closed tickets
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Open the required role.
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In the Permissions tab, select Tickets under Modules.
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In the Permissions pane, clear the Allow agent to reply or edit closed ticket checkbox.
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Click Update.
Actions Restricted on Closed Tickets
When the Allow the agent to reply or edit closed ticket permission is disabled, agents cannot perform the following actions on closed tickets:
| Action | Allowed |
|---|---|
| Update ticket fields | No |
| Add reply | No |
| Edit reply | No |
| Add public notes | No |
| Move reply to public | No |
| Update tags | No |
| Delete attachments | No |
| Create new approvals | No |
Actions Still Allowed on Closed Tickets
Even when the permission is disabled, agents can still perform the following actions on closed tickets:
| Action | Allowed |
|---|---|
| Add private notes | Yes |
| Add watchers | Yes |
| Remove watchers | Yes |
| Add, edit, and delete worklogs | Yes |
| Share ticket | Yes |
| Clone ticket | Yes |
| Merge ticket | Yes |
| Lock ticket | Yes |
| Add, edit, and delete activities | Yes |
| Add and remove web links | Yes |
| Add related tickets | Yes |
| Add parent or child tickets | Yes |
| Add related articles | Yes |
Result
After this permission is disabled for a role, agents assigned to that role cannot reply to or edit closed tickets. However, they can still perform selected actions such as adding private notes, managing watchers, and updating worklogs.
Frequently Asked Questions
1. How can I stop agents from replying to closed tickets?
Disable the Allow the agent to reply or edit closed ticket permission in the Tickets section of the agent role.
2. Can agents still add notes to closed tickets after the “Allow the agent to reply or edit closed ticket” permission is disabled?
Yes. Agents can still add private notes to closed tickets. However, they cannot add public notes.
3. Can agents update ticket fields on closed tickets after the restriction is applied?
No. Once the permission is disabled, agents cannot update ticket fields on closed tickets.
4. Can agents still work on related actions such as worklogs or watchers after “Allow the agent to reply or edit closed ticket” permission is disabled?
Yes. Agents can still manage worklogs, watchers, activities, web links, related tickets, parent or child tickets, and related articles.
