Ticket Views in BoldDesk help agents organize and monitor tickets efficiently using custom filters. However, when creating a ticket view from the Tickets module, the system automatically assigns the creator as the owner, and there is no option to choose another owner during creation.

This guide explains the correct workflow to create a ticket view for another agent, along with how to change ownership, edit filters, and manage visibility.

Prerequisite

To perform these actions, the agent must have the following permission:

Admin Settings → Manage Views

Without this permission, you will not be able to access or update ticket view ownership. Learn more about Managing Agent Roles and Permissions in BoldDesk.

1. Create the Ticket View

Ticket views can be created directly within the Tickets module using filters.

Steps to Create a Ticket View

1. Open Tickets

2. Click Filters

3. Apply conditions using:

   • Basic Filter, or
   • Advanced Filter

4. Click Save As

5. In the dialog box:

   • Enter View Name:
     Enter a name for the view (required).
   • Configure Visibility (Access):
     Select the visibility level (for example: Private, Public, or other available options).
   • Select Ticket Sorting Option:
     Choose how tickets should be ordered (for example: Created – Descending).
   • Choose Default Fields (Grid View):
     Select the fields to display in the ticket grid.
     • You can choose and arrange the fields in your preferred order.
     • A maximum of 15 fields can be selected.

6. Click Save to create the ticket view.
   For a visual walkthrough, refer to the GIF below.
   

   
   
   

2. Change Ownership to the Desired Agent

After creating the view, assign it to the intended agent.

Steps to Change Ownership

1. Go to Admin → Ticket Views

2. Locate the required view

3. Click Change Owner

4. Select a new Agent

5. Click Update, and the selected agent becomes the new owner of the ticket view.
   For a visual walkthrough, refer to the GIF below.
   

   
   
   

Editing a Ticket View for Another Agent

Only the owner of a ticket view can edit it. If you need to make changes later:

1. Go to Admin → Ticket Views

2. Temporarily change ownership to yourself

3. Open the view and update filters
   For a visual walkthrough, refer to the GIF below.
   

   
   
   

4. Save the changes

5. Reassign ownership back to the agent

Changes are saved without permanently affecting ownership.

Updating Visibility (Optional)

To change who can access the view:

1. Assign the view to yourself

2. Open the view

3. Go to More Options (⋯) → Edit Settings

4. Update Visibility (Private, Public)

5. Save and reassign ownership
   For a visual walkthrough, refer to the GIF below.
   

   
   
   

Visibility is updated while maintaining audit control via ownership.

Use Cases

1. Centralized View Creation
   Admins create standardized views for agents to ensure consistent ticket tracking.
2. Delegated View Management
   Modify and return ownership of ticket views without impacting agent permissions.
3. Temporary Editing Access
   Take ownership briefly to update filters, then revert ownership.
4. Team-Based Visibility Control
   Convert shared views into private views for role-specific ticket monitoring.
5. SLA Monitoring Views
   Create views filtered by SLA status for proactive resolution tracking.

Frequently Asked Questions

1. Can multiple agents edit the same ticket view simultaneously?
   No. Only the current owner of the ticket view can edit it. Other agents must first take ownership.

2. Can ticket view ownership be automated in BoldDesk?
   No. BoldDesk does not support automatic ownership reassignment for ticket views. Ownership must be updated manually via Admin → Ticket Views.

3. Are ticket views tied to specific groups automatically?
   No. Ticket views are based on filter conditions, not directly tied to groups.

4. Can agents create ticket views without admin access?
   Yes. Agents can create their own ticket views without requiring admin access. Agents can create views from the Tickets → Filters section.

5. Is there version history for ticket view changes?
   No. BoldDesk does not provide a built-in version history or rollback for ticket views.

Related Article

1. How to Filter Tickets Using Basic Filters in BoldDesk
2. Using Ticket Views or Saved Filters