The Customer Portal in BoldDesk allows contacts to personalize their ticket grid view using the Column Chooser. Contacts can select and reorder supported ticket fields, including system fields and custom fields that have been configured for Customer Portal visibility.

Prerequisites

Before customizing the ticket grid view, ensure that:

• You have access to the Customer Portal.
• The fields you want to display are enabled for Customer Portal visibility.
• The contact is a member of a Contact Group if organization-wide ticket visibility is required.
• Organization Ticket View is enabled under Admin Portal > Settings > General.

How to Customize Ticket Grid View Columns

Step 1. Open the Column Chooser

1. Sign in to the Customer Portal.

2. Navigate to one of the following ticket views:

   • My Tickets
   • Tickets I’m CC’d On
   • My Organization Tickets

3. Click the Column Chooser option located above the ticket grid.
   

   
   
   

A list of available fields will be displayed for selection.

Step 2. Select the Columns to Display

1. In the Column Chooser, select the fields you want to display.

2. You can choose from supported fields such as:

   • Status
   • Priority
   • Subject
   • Created On
   • Type
   • Last Replied On
   • Custom fields configured for Customer Portal visibility

3. Click Apply to save your changes.
   

   
   
   

The ticket grid will refresh and display the selected columns.

Step 3. Reorder Columns

1. Open the Column Chooser.

2. Click Reorder.

3. Drag and drop the selected fields into your preferred order.

4. Save the changes.
   

   
   
   

The ticket grid will be updated based on the new column arrangement.

Enable My Organization Tickets

To allow contacts within the same organization to view organization-wide tickets:

1. Navigate to Admin Portal > Settings > General.

2. Enable Organization Ticket View.

3. Save the changes.
   

   
   
   

Once enabled, contacts that belong to a Contact Group can access the My Organization Tickets tab in the Customer Portal.

Troubleshooting

The field I want is not available in the Column Chooser

Cause: The field may not be enabled for Customer Portal visibility.
Resolution: Verify that the field is configured to be visible in the Customer Portal.

My Organization Tickets is not displayed

Cause: One of the following conditions has not been met:

• The contact does not belong to a Contact Group.
• Organization Ticket View is disabled.

Resolution

• Add the contact to the appropriate Contact Group.
• Enable Organization Ticket View under Admin Portal > Settings > General.

I cannot find the Group field in the Column Chooser

Cause: The Group field is not supported in the Customer Portal ticket grid.
Resolution: Currently, the assigned ticket Group cannot be displayed as a column in the Customer Portal. Although contacts can view tickets available under My Organization Tickets, they cannot view the ticket’s assigned Group as part of the ticket grid columns.

Frequently Asked Questions

1. Can contacts customize the ticket grid view in the Customer Portal?
   Yes. Contacts can use the Column Chooser to select and reorder supported fields displayed in the ticket grid.

2. How many columns can be displayed in the Customer Portal ticket grid?
   Contacts can select up to 10 fields to display in the ticket grid.

3. Can custom fields be displayed in the ticket grid?
   Yes. Custom fields can be displayed if they are configured and enabled for Customer Portal visibility.

4. Can I display the group a ticket is assigned to on the Customer Portal?
   No. The Group field is currently not supported in the Customer Portal ticket grid. It is not available in the Column Chooser and cannot be displayed as a ticket grid column.

5. Can contacts still view organization tickets if the Group field is not available?
   Yes. Contacts who belong to a Contact Group can access the My Organization Tickets tab and view organization-wide tickets when Organization Ticket View is enabled. However, the assigned Group itself will not be displayed as a column in the ticket grid.

6. Can I move the Ticket ID column?
   No. The Ticket ID column is fixed and always appears as the first column in the Customer Portal ticket grid.

Related Articles

1. How to Set Fixed Columns for All Agents in the Ticket Grid View
2. Configuring the Ticket Grid View in BoldDesk Agent Portal