How to Reply to Tickets and Format Responses in BoldDesk
Agents can respond to a customer using the Reply option or by pressing the shortcut key R on the ticket details page.
- In BoldDesk, using @mentions for customers in a ticket reply does not trigger a dedicated or separate email notification if the mentioned customer is not already associated with the ticket. Email notifications are sent only based on standard ticket events such as replies, updates, or status changes.
- If a reply notification is sent to agents or customers associated with the ticket, the mentioned name may appear in the email content as plain text only and will not be highlighted as an active mention.
- In BoldDesk, highlighted @mention notifications are supported only for agents within BoldDesk, and not for customers.
When you click Reply, the text editor opens. You can type your response and click Update to save it with the current ticket status, or select a different status from the dropdown if needed.
In the reply section of BoldDesk:
- Pressing Enter creates a new paragraph with standard spacing.
- Pressing Shift + Enter inserts a line break with reduced spacing, allowing text to appear closer together without starting a new paragraph.
This behaviour helps agents format replies for clarity and readability.
When an agent signature is appended to a reply:
- BoldDesk automatically adds two line breaks (Enter spaces) before the signature.
- This ensures better readability and clear separation between the reply content and the signature.
Formatting Options
The editor provides various formatting tools for styling your reply.
BoldDesk editors support formatting (for example, headings and styles), but there is no portal-level setting to change the default font globally for all tickets or KB articles. Apply formatting within the editor where needed.
Inserting an image
To insert an image, two options are available:
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Directly paste an image in the editor.
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Use the Insert Image icon in the toolbar.
Attaching a File
To attach files:
- Drag and drop files into the file drop area, or
- Click Browse to select files.
Supported formats: .zip, .rar, .7z, .pdf, .xls, .xlsx, .docx
Maximum cumulative size: 20 MB
Explore further instructions about File Attachment Limits and Solutions for Large Files.
For attaching files larger than 20 MB, use the external file drives option and include a file link in the text area.
Suppressing Email and Survey Notifications
If you check Don’t send an email in the text editor, an additional option Don’t Send Survey Notifications will appear. When enabled, BoldDesk will not send a survey notification after the reply has been updated.
This is useful when feedback collection is not required.
- When responding to or updating a ticket, agents may utilise canned responses; however, ticket templates are only applicable during ticket creation.
Learn more about Creating or Using Canned Response or Saved Reply Templates in Ticket. - BoldDesk currently does not support saving or managing draft responses within the ticket reply interface. All replies must be composed and submitted in a single session, as partial or unsent messages are not automatically retained.
- Features such as Undo Send or Schedule Send are not available. Once a ticket message is sent, it cannot be undone or scheduled for later delivery.
- To respond to tickets, agents must have the “Reply ticket via agent portal” permission enabled.
- Currently, BoldDesk does not provide a built-in “read receipt” feature for email or portal responses, meaning you cannot directly see if a customer has opened or viewed your reply.
- The reply editor supports basic text styling but does not expose a global font-family or font-size setting.
- A custom reply refers to a response that an agent manually updates within the ticket’s Reply editor, either suggested by AI or typed directly by the agent.
- For reusable reply templates, please use Canned Responses instead.
- To have replies added automatically, utilise Ticket Automation (Create/Update Triggers → Add Reply).
Frequently Asked Questions
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Can I schedule a reply to be sent later or undo a sent message?
No. Features such as Schedule Send or Undo Send are not available. Once a reply is submitted, it is immediately sent and cannot be recalled. -
What happens if I accidentally close the browser while composing a reply?
The reply will not be saved. Since drafts are not retained, you will need to retype your message. -
Can I insert images directly into my reply?
Yes. You can either paste an image directly into the editor or use the Insert Image icon in the toolbar. -
Can I prevent survey notifications from being sent after a conversation ends?
Yes. Use the Do Not Send Survey Notification option in the Messenger configuration settings to suppress survey messages for specific pages or use cases. -
What happens when I press Enter while typing a reply in BoldDesk?
Pressing Enter creates a new paragraph with standard spacing. -
What is the purpose of Shift + Enter in the reply editor?
Pressing Shift + Enter inserts a line break with reduced spacing, allowing text to appear closer together without starting a new paragraph. -
When should I use Shift + Enter instead of Enter?
Use Shift + Enter when you want to keep text visually closer together, such as when listing items or adding short notes without creating a full paragraph. -
Can I change the font type and size when writing a reply in BoldDesk?
No. BoldDesk’s reply editor does not provide controls to change the font family or font size. The editor supports standard formatting (paragraph spacing, line breaks, images, attachments, signatures, and canned responses), but font-type and font-size selectors are not available in the toolbar. -
What happens if you accidentally close the browser while composing a reply in BoldDesk?
If you close your browser or tab while composing a reply in BoldDesk, your draft will be lost. BoldDesk does not offer the option to save drafts of replies, and any unsent or partially written messages will not be saved automatically. You must finish and submit your replies during the same session; otherwise, you will need to begin again. -
Is there a way to change the default reply button so it is set to Update as Closed in BoldDesk?
No. In BoldDesk, the default reply action in ticket cannot be changed to Update as Closed. Agents must manually select Update as Closed from the reply action or status dropdown before sending the reply if they want the ticket to be closed.
