BoldDesk allows activities to be displayed in Grid View or Detail View. Administrators can configure the default layout organization-wide, while individual agents can select a different layout through their personal settings or the Activities module.

This article explains how to configure the organization-wide Activity layout and how agents can change the layout for their own accounts.

Prerequisites

Before changing the Activity layout, ensure that:

• You can access the Activities module.
• Your role includes the permission to Manage settings when configuring the organization-wide layout.

Configure the Organization-Wide Activity Layout

Administrators can select the default Activity layout for the organization.

To configure the organization-wide Activity layout:

1. Go to Admin > Agent Portal.

2. Open the Activities tab.

3. Under Default Preferences, locate Activity Layout.

4. Select one of the following options:

   • Grid View
   • Detail View

5. Save the changes.

   

The selected layout becomes the default Activity layout for agents who inherit the organization-wide Agent Portal settings.

Change the Layout from the Activities Module

Agents can switch between Grid View and Detail View directly from the Activities module.

To change the layout:

1. Open the Activities module.

2. Click the Switch Layout icon.

3. Select the required layout.

   

Override the Organization-Wide Activity Layout

An agent can select a preferred layout instead of inheriting the organization-wide Activity layout.

To configure an agent-specific Activity layout:

1. Open your personal settings.

2. Locate the Agent Portal or Activities preferences.

3. Disable the option to inherit the organization-wide setting, if applicable.

4. Select Grid View or Detail View.

5. Save the changes.

   

Troubleshooting

The Organization-Wide Layout Is Not Applied

Confirm that:

• The required layout was selected under Admin > Agent Portal > Activities.
• The changes were saved.
• The agent is configured to inherit the organization-wide settings.
• The Activities page was refreshed after the configuration change.

An Agent Sees a Different Activity Layout

The agent may have overridden the organization-wide Activity layout through personal settings.

Ask the agent to review the applicable Activities preferences and confirm whether the organization-wide setting is inherited.

Frequently Asked Questions

1. Which Activity layouts are available in BoldDesk?
   BoldDesk provides Grid View and Detail View.

2. What is the default Activity layout?
   Grid View is the default layout.

3. Where can an administrator configure the organization-wide Activity layout?
   Go to Admin > Agent Portal, open the Activities tab, and locate Activity Layout under Preferences.

4. Does changing the layout from the Activities module affect other agents?
   No. An agent-specific layout change does not change the layout used by other agents.

5. Can agents override the organization-wide Activity layout?
   Yes. Agents can select a different layout through their personal settings instead of inheriting the organization-wide configuration.