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How to change default message preference in organisational level
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In BoldDesk, the Default Message Preference allows agents to customize which message type—whether All, Public, or Private—is shown first on the Ticket Details page, helping them focus on the most relevant communication and improve efficiency.
To achieve this, navigate to the Admin module > Agent Portal settings > Ticket tab and set the message preference.
Message Types Explained
| Option | Description |
|---|---|
| All | Displays all messages in the ticket, including public replies (visible to customers) and private/internal notes (visible only to agents). |
| Public Message | Displays only the public replies that are visible to both agents and customers. This is useful for customer-facing conversations. |
| Private Message | Displays only the private/internal notes, which are used for internal communication between agents and are not visible to customers. |
This setting is applied at the organization level, meaning the selected default message preference will be reflected across all agents in the system. However, every individual agent has an option in their personal settings that takes precedence and can override the organization‑wide default. For more information, refer to this Article.
