Circumstances When the "Set as Ticket Status" Button Is Hidden for Agents

This article outlines the specific conditions under which the “Update as ‘Ticket Status’” button is hidden from agents in BoldDesk, even when they have the necessary permissions.

It explains why agents may only see options like “Update as Closed” or simply “Update” when replying to tickets.

Why this happens?

1. Agent as the requester of the ticket
   When the agent is also the requester of the ticket. In such cases, BoldDesk treats the agent as a contact for that ticket, restricting agent-level actions such as status updates.

Depending on their contact-level permissions, they may see either the “Update as Closed” or just the “Update” button.