How to Restrict Agents from Closing Tickets in BoldDesk
If you’d like agents to handle tickets only up to the Solved status and prevent them from setting tickets to Closed, BoldDesk allows you to configure this through role-based permissions in the admin settings.
Steps to Restrict Access to the “Closed” Status
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Go to the Admin portal in BoldDesk.
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Navigate to Users & Permissions > Roles & Permissions.
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Choose the role you want to modify (e.g., Support Agent).
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Click Edit next to the selected role.
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Choose the Tickets module under permissions.
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On the right-hand side, locate the toggle labeled Allow agent to change tickets to closed status.
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Uncheck this toggle to disable the option for agents under that role.
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Click Update to save your changes.
Once this is done, agents assigned to that role will no longer have the ability to move a ticket to the Closed status. They can still progress tickets up to Solved, ensuring better control over final ticket closures.
BoldDesk does not provide an option to restrict users from selecting other statuses, including custom statuses. The restriction can only be applied to the Closed status.
Frequently Asked Questions (FAQs)
Q1: How can I prevent agents from setting tickets to the Closed status in BoldDesk?
You can restrict this through role-based permissions in the Admin settings by disabling the option “Allow agent to change tickets to closed status” for the selected role.
Q2: Where do I find the setting to restrict access to the Closed status?
Go to Admin > Users & Permissions > Roles & Permissions, edit the role, and locate the Allow agent to change ticket to closed status toggle under the Tickets module.
Q3: Can agents still update tickets to Solved status after this restriction?
Yes. Agents can progress tickets up to Solved, but they will not be able to move tickets to Closed.
Q4: Does BoldDesk allow restricting access to other statuses or custom statuses?
No. BoldDesk only allows restricting access to the Closed status. Other statuses, including custom ones, cannot be restricted.
Q5: Will this restriction to prevent agents from setting tickets to the closed status apply to all agents automatically?
No. The restriction applies only to agents assigned to the role where the toggle is disabled.
Q6: Why would I want to restrict agents from closing tickets?
This ensures better control over ticket closure, allowing supervisors or admins to review tickets before they are marked as Closed.
