How to Control File Download for Logged In and Non-logged In Users
When managing ticket attachments in BoldDesk, it’s important to understand the access requirements and security settings that govern how attachments can be viewed and downloaded.
Customer Portal Login Requirements
We would like to inform you that it is necessary to log in to the customer portal to download attachments. Each agent has access to the customer portal, and we recommend logging in once to proceed with viewing or downloading the attachment. This login process is required only once for each brand, based on the ticket’s attachment. Once logged in, no further login is required when using the same browser. However, if you switch to a different browser or device, you will need to log in again. If you are already logged in on the same browser, no additional login will be needed.
File Download Settings in BoldDesk
In BoldDesk, whether downloading ticket attachments requires login depends on the file download settings configured for each brand. These settings control who can access and download attachments, balancing accessibility and security.
Accessing File Download Settings
To review or modify these settings:
- Navigate to Admin >> Customer Portal in the settings section.
- Under the General tab, select the brand you wish to configure.
- Scroll down to find the File Download Settings options.
Available Download Options
| Option | Explanation |
|---|---|
| Allow only if the user has permission to view the ticket (requires user to be logged in). | Restricts file downloads to users who are logged in and have explicit permission to view the associated ticket, ensuring secure, permission-based access. |
| Allow any agent or customer to download (requires user to be logged in). | Permits all logged-in agents and customers to download the file, regardless of whether they have access to the specific ticket. |
| Allow anyone who has a file download link to download file without having to log in. | Grants open access to anyone with the direct download link, without requiring login. This is the least restrictive option and reduces security. Use this with caution. |
Brand and Browser Considerations
Even when agents are logged in, they might be prompted to sign in again if they switch browsers or if the attachment is associated with a different brand they’re not currently logged into—based on the brand URL used in the agent portal.
Streamlining Ticket Access:
Agents can simplify access by inheriting the brand from the portal URL. When this setting is enabled:
- The brand filter on the ticket list page will automatically default to the brand associated with the current portal URL.
- Agents will only see tickets linked to that brand, reducing the need to switch accounts or logins.
To enable this feature:
- Go to your Personal Settings.
- Under the Brand section, select Inherit from URL.
Once enabled, if you’re already logged into the brand associated with the attachment and are using the same browser, you won’t need to log in again.
Cross-Brand Download Limitations
Currently, downloading files across different brands isn’t supported, as each brand may have its own login settings and file download permissions. Therefore, agents need to be logged into the correct brand to access related attachments seamlessly.
