Managing Ticket Edits and Reply Deletions in the Customer Portal

BoldDesk provides flexible control over how end users interact with their tickets after submission. Depending on the configuration established by administrators, customers may be allowed to:

• Edit ticket titles
• Delete their own ticket replies
• Remove attachments

These capabilities help customers correct mistakes, update information, and maintain accurate communication without needing agent intervention. This article explains how these features work from the customer’s perspective and how administrators can control access to them.

How Customers can Edit a Ticket Title

If editing is allowed, customers can update a ticket title to correct typos or provide clearer context.

Steps to Edit a Ticket Title

• Log in to the Customer Portal.

• Open the ticket you want to update.

• Click the edit icon next to the ticket title.

• Enter the updated title.

• Save your changes.

  
  
  

The updated title becomes visible immediately in the ticket thread and to all assigned agents.

How End Users Delete Their Ticket Replies

Customers may need to remove a message they posted, such as correcting misinformation or removing sensitive text.

Steps to Delete a Reply

• Open the ticket in the Customer Portal.

• Locate the message you want to delete.

• Click the three‑dot menu (⋮) next to the message.

• Select Delete.

• Confirm the deletion.
  

  
  
  

Once removed, customers can submit a corrected message if needed.

How End Users Remove Attachments

If an attachment was added by mistake or needs updating, customers can remove it (when editing is permitted).

Steps to Remove an Attachment

• Open the relevant ticket.

• Scroll to the message containing the attachment.

• Click the Delete icon.

• Choose Delete option.
  

  
  
  

This ensures customers can replace outdated or incorrect files without agent assistance.

When Editing Is Not Allowed

If the Restrict ticket editing option is enabled by admins:

• Ticket titles cannot be changed
• Customer replies cannot be deleted
• Attachments cannot be removed

In this case, customers must contact an agent if they need an update made on their behalf.

Admin Control: Enabling or Restricting Ticket Editing

Administrators determine whether end users are permitted to make changes to submitted tickets. This setting is found in the Customer Portal configuration.

Navigation Path

Admin → Customer Portal → Tickets → Ticket Update Settings

The key control is:

Restrict ticket editing in the customer portal

When this setting is enabled, end users cannot:

• Edit ticket titles

• Delete their own replies

• Remove attachments

  
  
  

When the setting is disabled, customers are allowed to perform these actions directly from the Customer Portal.

FAQs

1. Can customers edit messages after submitting them?
No, customers are only allowed to delete their replies and submit corrected messages again—editing ticket messages in the customer portal is not allowed.

2. Can customers edit ticket titles at any time?
Yes, only when the admin has disabled the “Restrict ticket editing” setting.

3. Are attachment removals recorded in the ticket?
Yes. Attachment removals are reflected in the ticket activity log for transparency.

4. Can customers delete attachments added by agents?
No. Customers can remove only the files they personally uploaded.

5. Does deleting a reply change the ticket status?
No. Ticket status remains unchanged unless a new message or agent action triggers an update.

6. Can admins allow editing only for certain brands or portals?
Yes. Ticket editing settings are configured per brand within the Customer Portal settings.