You may want to assign a single ticket to multiple groups to ensure the ticket is viewed by all the relevant groups. In BoldDesk, you cannot assign a single ticket to multiple groups directly. However, a single-assignee model, where only one user and/or group can be directly assigned to a ticket, is used. For collaboration, multiple users may need visibility into the same ticket. This article explains how to grant visibility to additional groups and users to ensure proper details.

1. Share the Ticket

You can share the ticket with individual users or groups to grant agents without permission the ability to view tickets across departments or teams. For more details regarding how to share a ticket, explore How to Share a Ticket in BoldDesk.

• Navigate to Admin Module > Automation > Create Ticket Trigger > Click New Rule.

• Define conditions (e.g., if the ticket is from a VIP customer).

• Under Actions, select Share Ticket.

• Select the email addresses or Agent Group.

  

2. Add as Watcher

Watchers are agents who may not need to participate in the ticket directly but are added to receive notifications for ticket updates. You can only add agents to the watchlist, not contacts or any group. You can manually add watchers while creating the ticket in the agent portal, or after the ticket has been created.

Additionally, you can use automations to add watchers when a new ticket is created or when ticket properties are updated accordingly. Please refer to the steps below.

• Navigate to Admin module > Automation > Ticket Updates/Create Ticket trigger > Click Create Rule.
• Set a condition (If ticket priority is High).
• Under Actions, choose Add Watcher.
• Select the internal users or groups to be added as watchers.

Troubleshooting

The Ticket Is Visible to a Group but Is Not Assigned to the Group

This behavior is expected when the ticket is shared.

Sharing grants additional ticket visibility without changing the assigned agent or assigned group. The ticket remains assigned to its current owner.

To transfer responsibility for the ticket, update the assigned agent or assigned group instead of sharing the ticket.

The Ticket Was Reassigned Instead of Shared

Reassignment changes the ticket owner. Sharing gives another agent or group access without changing the current owner.

To retain the existing assignment:

1. Reassign the ticket to the intended owner, if necessary.
2. Share the ticket with the additional agent or group.
3. Confirm that the assigned agent and assigned group remain correct.

Agent Email Addresses Are Visible to the Customer

This can occur when agents are added as CC recipients.

CC recipients can receive email notifications, but their email addresses can be visible in the email conversation.

To avoid exposing agent email addresses:

• Add the agents as watchers when notification tracking is required.
• Share the ticket when additional access is required.
• Remove unnecessary agent addresses from the CC list.

Multiple Groups Need to Collaborate on the Same Ticket

A ticket cannot be directly assigned to multiple groups simultaneously.

Use one of the following approaches:

• Assign the ticket to the group responsible for the next action and share it with the other groups.
• Reassign the ticket as responsibility changes during its lifecycle.
• Share the ticket with every additional group that requires access.
• Add individual agents as watchers when they require update notifications.

Frequently Asked Questions

1. Can a ticket be assigned to multiple groups at the same time?
   No. A ticket can have only one directly assigned group at a time. Share the ticket with additional groups when multiple teams require access.

2. Can a ticket be assigned to multiple agents at the same time?
   No. BoldDesk uses a single-assignee model. A ticket can be reassigned to different agents during its lifecycle, but it cannot have multiple directly assigned agents simultaneously.

3. What is the difference between assigning and sharing a ticket?
   Assigning a ticket identifies the agent or group responsible for handling it. Sharing provides additional agents or groups with access without changing the assigned owner.