Exclude “On Behalf of Requester” Option in BoldDesk
When agents create or update a ticket via the Agent Portal, BoldDesk automatically adds the phrase “on behalf of requester” in the ticket description or update. This indicates that the action was performed by an agent on behalf of the requester, rather than by the requester themselves. However, this message can sometimes confuse customers when viewed in the Customer Portal or in email notifications.
To address this, BoldDesk provides an option to exclude this phrase.
Why Does BoldDesk Add “On Behalf of Requester”?
- Purpose: To clarify that the update was made by an agent, not the requester.
- Visibility: Appears in ticket descriptions and email notifications unless excluded.
How to Exclude the Message
When creating a ticket in the Agent Portal, you will see a checkbox:
Label: Exclude "On behalf of requester" in description
When updating a ticket in the Agent Portal, you will see a checkbox:
Post reply on behalf of the requester.If you check the box you will see another checkbox:
Label:
Exclude "On behalf of requester" in messageCheckbox Behavior
- Unchecked (Default):
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The phrase “on behalf of requester” will appear in the ticket description and email notifications.
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Indicates the agent acted on behalf of the requester.
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- Checked:
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The phrase will not appear in the ticket description or email notifications.
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Useful when you want to avoid customer confusion.
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- If checked: The phrase “on behalf of requester” will not appear in the ticket description or in the email sent to the customer.
- BoldDesk does not offer a default option to enable or disable the ‘On Behalf of Requester’ feature in the portal. The option only appears after a requester has been selected. However, when the agent who is updating or creating the ticket is also the requester, the “Exclude On Behalf of Requester” option will be unavailable.
Editing or Removing Updates
- Agents can edit or delete any ticket update, including those posted on behalf of the requester.
- Use the Delete Ticket Update option to remove such updates.
- No email notifications are sent for edits or deletions.
Frequently Asked Questions (FAQs)
Q1: Why does BoldDesk add “on behalf of requester”?
A: To indicate that the update was made by an agent, not the requester.
Q2: Can I disable this feature globally?
A: No. The option is available only per ticket update.
Q3: What happens if I delete an update?
A: The update is removed, and no email notifications are sent.
Q4: Does the checkbox appear for all tickets?
A: It appears only after a requester is selected and is unavailable if the agent is the requester.
Q5: When is an agent update considered as a requester update?
A: An agent update is considered a requester update when an agent posts a ticket update in the Agent Portal on behalf of the requester.
Q6: What happens when the requester and the agent is the same?
A: BoldDesk automatically considers that agent to be a customer or contact instead of an internal agent. The “Update as Status” button is hidden because the system presumes that customers should not change the ticket status.
Consequently, the agent can only choose to update or update and close the ticket. Additionally, the “Exclude ‘On behalf of requester’” option is no longer available.
