How to Restrict Agents from Creating Tickets in the Agent Portal
This article explains how administrators can prevent agents from creating new tickets in the BoldDesk agent portal by using role-based permissions. You’ll learn where to find the Create ticket via agent portal permission, how to disable it for a role, and how to assign the updated role to the appropriate agents.
The restriction to prevent agents from creating tickets in the Agent Portal applies only to ticket creation within the Agent Portal. Ticket creation via the Customer Portal or Email channel remains available unless you restrict those separately.
Steps to Disable Ticket Creation in Agent Portal
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Go to Admin → Roles & Permissions.
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Open the role you wish to configure (or create a new role).
- Open the role you want to modify.
- You may also create a new restricted role if needed.
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Locate the permission Create ticket via agent portal under the Tickets module.
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Disable this permission.
- Uncheck the Create Ticket Via Agent Portal to prevent agents with this role from creating tickets in the agent portal.
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Assign the updated role to the agents who should be restricted.
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Save changes.
After saving, agents assigned to this role will no longer see the Create ticket option in the agent portal.
Frequently Asked Questions (FAQs)
1. What items remain in the “Create” menu after disabling “Create ticket via agent portal”?
The Create article and Create activity actions will be available.
2. Does disabling “Create ticket via agent portal” also stop ticket creation from the customer portal or email?
No. This change applies to the agent portal only.
3. How do I re‑enable “Create ticket via agent portal” for a role I previously restricted?
Re‑enable “Create ticket via agent portal” in the role and save. The option will return for agents assigned to that role.
