In BoldDesk, Categories can be marked as Private to keep them internal-only (agent-facing) and hidden from customers. Use the steps in this section when you want to make an existing private category available in the Customer Portal, so customers can select it while creating tickets. This change updates category visibility in the portal—it does not retroactively change the visibility of tickets already associated with that category.

To change a private ticket category to a public category, do the following:

1. Open Ticket fields.

2. Select the Category field.

   

3. Clear (uncheck) the Private category option for the category.

4. In the confirmation dialog, click Yes.

   

What changes after making a category public

• Customer portal visibility: After the category is marked public, the category becomes visible in the customer portal, and customers can create tickets using the public category.
• Existing ticket visibility: Visibility of existing tickets already associated with the category does not change when the category is marked public.

Frequently Asked Questions

1. What happens after I make a private category public?
   The category becomes visible in the Customer Portal, and customers can create tickets using that category.

2. Will existing tickets already assigned to the category I just changed from Private to Public become visible to customers?
   No. Changing a category from Private to Public only makes that category available in the Customer Portal for future ticket creation. It does not change the visibility of tickets that were already associated with that category.

3. Who can change a category from private to public?
   Only users who have permission to manage Ticket fields (fields and forms configuration) can update category privacy settings.