Configure Announcement Banners in BoldDesk Portal & Emails
Organizations can effectively communicate important updates to clients by configuring announcement banners in the customer portal or by incorporating messages into email notification templates. For example, when new knowledge base article(s) are published, you can highlight them with a portal banner or a short note at the top of event‑based emails so users quickly find the latest content.
This article will guide you through the steps to configure announcement banners in the customer portal and add messages to email notification templates.
Configuring Banner Message in the Customer Portal
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Go to the Admin section of your account.
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Click on Customer Portal.
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Under the General tab, you’ll find the field for the Announcement Banner.
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Select the text format (Rich text or Plain text). In the Rich Text, you can change the font size, font color, and highlight it. It also enables you to set the links in the announcement banner.
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Enter your desired message in the textbox.
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Click Update to save the changes.
This banner will prominently display your message at the top of the portal page, ensuring that it captures the attention of all users.
Configuring Email Templates with a Banner Message
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Navigate to Admin Center > Configurations, select Email Notifications.
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Click the Contact tab at the top.
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Click the settings icon next to the event you want to customize (e.g., New Ticket Created).
In the event details page:
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Click the Templates tab.
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Locate the template you want to edit.
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Click the three-dot menu next to the template and select Edit.
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In the Edit Template page, add your banner message at the top of the Description section.
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Click Save to apply the changes.
The email notifications are only sent based on events. The relevant notification events that can be configured under the contact module are; New Ticket Created, Ticket Replied by Agent, Ticket Replied by Contact, Ticket Created On Behalf of Requester, Ticket Solved, Ticket Closed, Ticket Public Note Added.
Frequently Asked Questions (FAQs)
1) What is the purpose of the announcement banner in the customer portal?
The announcement banner displays a short message at the top of the customer portal page so all users can see important updates—such as newly published knowledge base articles, maintenance windows, feature launches, or policy changes.
2) Where do I configure the customer portal announcement banner?
Go to Admin → Customer Portal → General tab → Announcement Banner. Enter your message and click Update to save.
3) What message formats are supported in the announcement banner?
You can choose Rich text or Plain text. Rich text lets you change font size and color, highlight text, and add hyperlinks; Plain text supports simple, unformatted messaging.
4) Can I add links to the announcement banner?
Yes. When using Rich text, you can insert hyperlinks (for example, a link to newly published KB article(s)) so users can click through directly.
5) Who can see the announcement banner?
Once saved, the banner appears at the top of the customer portal page for all portal users, ensuring high visibility.
6) How do I announce newly published knowledge base article(s)?
Create a brief banner message in the customer portal (with a link to the article(s)) and optionally add a short note at the top of relevant Email notification templates so users are informed via both portal and email.
7) Where do I add a banner-style message to email notifications?
Navigate to Admin → Email notification → Contact tab. Choose the event you want to configure, click the Settings icon, then Edit. Add your message at the top of the description and click Update.
8) Which email events can include an announcement message?
Email notifications are sent based on events. In the Contact module, you can configure messages for: New Ticket Created, Ticket Replied by Agent, Ticket Replied by Contact, Ticket Created On Behalf of Requester, Ticket Solved, Ticket Closed, and Ticket Public Note Added.
