In BoldDesk, each ticket is associated with a Brand, which determines its Help Center URL, email identity, and visual context. Updating the brand of an existing ticket ensures the conversation is managed under the correct brand configuration while preserving ticket history and accessibility.

When a ticket’s brand is updated, BoldDesk automatically redirects any existing ticket URL to the new brand URL.

Where Brand Switching Fits in the BoldDesk Workflow

Brand assignment impacts the following BoldDesk components:

• Tickets → Brand‑specific ticket handling
• Help Center → Brand‑based ticket URLs
• Reports → Brand‑filtered analytics
• Admin Settings → Brand permissions and visibility

Check out this video tutorial for more details.

Changing the Ticket’s Brand

Follow the steps to modify the ticket’s brand:

1. Open the ticket on the detail page for the brand you want to change.

2. Click the More option in the menu and select Change Ticket Brand.
   

   
   
   
   • A dialog box will appear, displaying the already mapped brand and fields.
     
     
     
     
     

3. To change the ticket’s brand, select the new brand from the dropdown menu, fill out the required fields, and then click the Submit button.
   

   
   
   

Fields Locked During Brand Change

To maintain data integrity, BoldDesk restricts changes to certain fields during the brand update.
The following cannot be edited while changing the brand:

• Subject
• Description
• Requester
• CCs
• Attachments
• Resolution due fields

This behavior is enforced automatically and cannot be overridden.

Benefits of Changing the Brand

• Improved accuracy: Ensures that all tickets are correctly categorized under the appropriate brand, which helps with tracking and reporting.
• Enhanced customer service: Allows customer service representatives to offer more personalized and brand-specific support.
• Streamlined operations: Simplifies the process of managing tickets and reduces the risk of errors or miscommunication.

Permission Required

To be able to change the ticket’s brand, an agent must have the Allow agent to change ticket’s brand and Edit other fields checkboxes enabled, as highlighted in the following image.

Frequently Asked Questions

1. Can I change the Brand of multiple tickets at once?
   No. BoldDesk does not support bulk Brand changes. You must update the Brand individually from each ticket’s detail view.

2. Does changing a ticket’s Brand affect ticket status, priority, or SLA?
   No. Ticket status, priority, and SLA remain unchanged when only the Brand is updated.

3. Is the Brand change visible in the ticket history?
   Yes. The Brand change is recorded in the ticket’s history.

4. Do automations run when a ticket’s Brand is changed?
   No. A Brand change alone does not trigger Automation Rules unless another supported condition is met.

5. Can an end user change the Brand of a ticket?
   No. Only agents with the required permissions can change a ticket’s Brand.

6. Can I undo a Brand change?
   Yes. You can change the ticket back to the previous Brand using Change Ticket Brand, if you have permission.

7. Why are Subject or Requester fields not editable during the Brand change?
   BoldDesk locks specific fields (including Subject and Requester) during Brand change to maintain data integrity. This restriction cannot be overridden.

8. What happens to an old ticket link after a Brand change?
   BoldDesk automatically redirects the existing ticket URL to the ticket URL under the new Brand.

Related Articles

1. How to Manage Multiple Brands in BoldDesk
2. How to Manage Agents Access to Specific Brands