How to Limit Agents to Private Notes Only in BoldDesk
In some support workflows, you may want agents to view tickets and add private notes only, without allowing them to send public replies to customers.
This setup is useful for scenarios such as:
- internal collaboration
- agent training and onboarding
- tiered support workflows where one group adds internal notes and another group responds to customers
In these cases, agents can participate in internal ticket discussions without replying to the requester directly.
Configure a role for private-note-only access
To restrict agents to private notes only, configure a dedicated role in Roles and Permissions.
Steps to configure a role for private-note-only access
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Go to Admin Settings > Roles & Permissions.
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Create a new role or open an existing role for editing.
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In the Ticket module permissions, disable Reply ticket via email.
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Save the role.
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Assign the role to the required agents.
For this use case, it is recommended to create a new role instead of modifying an existing one. This helps avoid affecting agents who already depend on the current role configuration.
What this configuration helps control
After this role is assigned, agents can contribute to internal ticket handling without sending public responses through email.
This is useful when you want agents to:
- review tickets internally
- add private notes for collaboration
- escalate or document updates without replying to customers directly
Recommended use cases
This role configuration works well in the following situations:
- Training and onboarding: New agents can learn the ticket workflow without responding to customers.
- Internal collaboration: Agents can share updates and context using private notes.
- Tiered support models: One team can add internal notes while another team handles customer communication.
Frequently Asked Questions
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Can agents with private-note-only access still view tickets in BoldDesk?
Yes. Agents assigned a role configured for private-note-only access can still view tickets, as long as the role includes the required ticket-view permission. -
Can agents with private-note-only access add private notes to tickets?
Yes. Agents assigned a role configured for private-note-only access can add private notes to tickets for internal collaboration and escalation. -
Can agents with private-note-only access send public replies to customers?
No. If the Reply ticket via email permission is disabled for the assigned role, agents cannot send public replies to customers through email. -
Does private-note-only access work well for new agents?
Yes. A private-note-only access role is useful for new agents who need to learn the ticket workflow and contribute internal notes without interacting with customers directly.
