How to Change a Brand Ticket in BoldDesk

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 behaviour is enforced automatically and cannot be overridden.

Benefits of changing the brand

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

Permission required

FAQs

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

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

3. Can brand changes be tracked in the ticket history?
   Yes. The brand change action is recorded in the ticket’s activity history for visibility and auditing.

4. Are automations triggered when a ticket’s brand is changed?
   No. Changing the brand alone does not trigger Automation Rules unless a separate supported condition is met.

5. Can an end user change the brand of their ticket?
   No. Brand changes can only be performed by agents with the required permissions.

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