How to Remove 'On Behalf of Requester' from Ticket Descriptions in the UI
When agents create or update a ticket via the Agent Portal, BoldDesk will automatically include the phrase “on behalf of requester” in the ticket description or update. This is intended to clarify that the action was performed by an agent on behalf of the requester instead of the requester.
However, in some cases, this message may cause confusion for customers viewing the ticket in the Customer Portal or in email notifications.
To address this, BoldDesk provides a checkbox option that allows agents to exclude this message from the ticket description.
How it Works
When creating or replying to a ticket in the Agent Portal on behalf of the requester, you’ll see a checkbox labeled: “Exclude ‘On behalf of requester’ in description.”
If unchecked: The phrase will be included, indicating that the agent acted on the requester’s behalf
If checked: The phrase “on behalf of requester” will not appear in the ticket description or in the email sent to the customer.
- To remove an update made by an agent on behalf of the requester in BoldDesk, use the Delete Ticket Update option. Agents can edit or delete any ticket update, including those posted on behalf of the requester.
- No email notifications are sent for edits or deletions of ticket messages.
