How to Limit Agents to Private notes Only in Bolddesk
In certain support workflows, organizations using BoldDesk may want to restrict agents so they can only view and add private notes on tickets, without the ability to send public replies or edit other ticket properties. This setup is ideal for internal collaboration, training, and onboarding: new agents can observe and contribute to ticket discussions without interacting with customers, or tiered support models where first-level agents escalate tickets with notes while senior agents handle customer responses.
How to Configure This in BoldDesk
To restrict agents to private notes only, follow these steps:
- Navigate to Admin Settings > Roles & Permissions > Create or Edit a Role.
- Click “Add Role” or select an existing role to edit.
- Then configure Ticket Module Permissions. Under the Ticket module:
- Disable: Reply ticket via email (this prevents public replies).
- Assign the role to agents.
Use the illustration above to set up a new role or edit an existing role for agents with private comment access only. However, for this use case, we highly recommend that you create a fresh role to avoid mistakes.
