How to Disable Ticket Creation in the Customer Portal
Managing how customers interact with your helpdesk is essential for keeping support organized. In some cases, you may choose to disable ticket creation in the customer portal so the portal is primarily used for accessing knowledge base (KB) content—while still allowing users to view and reply to existing tickets.
This guide outlines how to hide the Create Ticket button and block direct navigation to the ticket creation page using custom CSS in BoldDesk.
Why Disable Ticket Creation?
- Customize the customer portal for KB-only usage.
- Enforce internal approval or intake workflows.
- Temporarily limit access during maintenance.
- Maintain a clean, manageable support queue.
What This Change Does (and Doesn’t)
Does:
- Hide “Create Ticket” buttons/links on desktop & mobile.
- Block direct navigation (deep links) to the ticket creation page.
- Keep viewing/replying to existing tickets intact.
Doesn’t:
- Restrict sign‑in for active accounts.
- Hide the Tickets tab or ticket list.
- Affect email-based ticket creation (unless disabled separately).
Steps to Disable Ticket Creation in the Customer Portal
To hide Create Ticket UI only in the customer portal, paste the following CSS in Admin → Customer Portal → Customization → Custom CSS.
.create-ticket-btn-web-view #createTicket,
.create-ticket-btn-web-view #anonymousCreateTicket,
#mobile-create-btn,
#contact-support-container,
#contact-support-mobileview
{
display: none !important;
}
#header_view .show {
display: block;
}
#mobile_view_header #mobile-create-btn.show {
display: block;
}
.create-ticket-container {
display: none;
}
Pasting the Custom CSS Code
To learn where to paste the above custom CSS code, learn more on Advanced Customization.
Before Customization
After Customization
The option to restrict ticket creation in the customer portal applies to all users (Agents, Contacts, and Visitors) accessing the customer portal.
Frequently Asked Questions (FAQ)
Q1: Can I disable ticket creation for specific users only?
A: No, the CSS customization hides the ticket creation option globally for all users in the brand whose customer portal has create ticket.
Q2: Will disabling ticket creation affect existing tickets?
A: No, existing tickets remain accessible. Users can view and reply to their tickets in the portal.
Q3: Can I re-enable ticket creation later?
A: Yes. Simply remove the custom CSS code from the Customization section to restore the “Create Ticket” button.
Q4: Does disabling ticket creation also block email-based ticket creation?
A: No. This customization only affects the customer portal. Email-based ticket creation remains active unless disabled separately in Email Channel Settings.
Q5: Does the customization to disable ticket creation in the Customer Portal impact agent login or portal access?
A: No. Agents can still log in to view and respond to tickets. Only the ticket creation option is hidden.
