How to assign a single ticket to multiple groups in BoldDesk
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.
A ticket can be reassigned to multiple agents or groups during its lifecycle, but it cannot be assigned to more than one agent or group at the same time.
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, please refer to this article.
- 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.
- Agents with global ticket access can view any ticket they are added to as watchers. However, agents with group-based access may not be able to view tickets outside their assigned groups, even if they are added as watchers. To ensure visibility, such agents must be granted access to all relevant groups where they are expected to collaborate or have global ticket access.
- While configuring auto-assignment, you can also automatically add watchers to the tickets.
When agents are added as CCs, they will receive notifications, but their email addresses will be visible to the customer. To maintain agent privacy, consider using the ‘Add Watcher’ or ‘Share Ticket’ option instead. For more information about CC, please refer to the following article.
