How to Change the Tickets Tab Name in the Customer Portal

A personalized portal builds trust and improves user experience. In BoldDesk, you can rename the Tickets tab (e.g., to Requests, Support Requests, or Help Center) using Custom JS in the Customer Portal. This change updates the visible label without altering routes or permissions.
Where you do this: Admin → Customer Portal → Customization → Custom JS.

Steps to Rename Tickets Tab

1. Navigate to: Admin > Customer Portal > Customization > Custom JS.

2. Add the following JavaScript snippet to update the label text (for instance, change “Tickets” to “Requests” or any preferred wording).

(function () {
  var locale_code = orgSettingsList.IsMultiLanguageEnabled ? `${locale + "/"}` : '';
  var kb_ele_en_US = document.querySelectorAll(`a[href="/${locale_code}support/tickets"] span[data-title], a[href="/${locale_code}support/tickets"] .tab-text`);
  if (kb_ele_en_US.length > 0) {
      kb_ele_en_US.forEach((ele) => {
          ele.setAttribute('data-title', 'Requests');
          ele.innerText = 'Requests';
      });
  }
})();

(function () {
  if (document.querySelector(`#mobile_ticket_tab`)) {
      var ticket_tab = document.querySelector(`#ticket_tab`);
      ticket_tab.innerText = 'Requests';
  }
  if (document.querySelector(`#mobile_ticket_tab`)) {
      var mobile_ticket_tab = document.querySelector(`#mobile_ticket_tab`);
      mobile_ticket_tab.innerText = 'Requests';
      mobile_ticket_tab.classList.add("mobile-view", "p-33");
  }
})(); 

Here is a snippet of how to add the custom JS:

3. Save the changes to apply the customization.

This allows you to tailor the terminology in the portal according to your organization’s needs.

Before Customization

After Customization

Frequently Asked Questions (FAQs)

1) Where in BoldDesk do I paste Custom JavaScript to rename the “Tickets” tab in the Customer Portal?

Paste your code in Admin → Customer Portal → Customization → Custom JS, then click Save. This is the supported location for portal UI customizations.

2) Does renaming the “Tickets” tab with Custom JS alter any URLs, routes, or user permissions in BoldDesk?

No. Renaming the tab only updates the text displayed in the UI. The underlying URL (e.g., /support/tickets) and permissions remain unchanged. You’re not modifying routing or access—just the label.

3) Can I apply different tab names per brand if my BoldDesk account has multiple brand‑specific Customer Portals?

Yes. Customer Portal settings are brand‑scoped. Apply (or remove) your Custom JS per brand to use different tab names in each portal (e.g., “Requests” for Brand A, “Help Center” for Brand B).

4) What are the steps to roll back the change and restore the original “Tickets” label if I change my mind?

1. Go to Admin → Customer Portal → Customization → Custom JS.
2. Remove or comment out the code.
3. Click Save.
4. Perform a hard refresh (Ctrl/Cmd + Shift + R).
   If you customized multiple brands, repeat these steps in each brand’s portal settings.

5) I saved the Custom JS but the tab name didn’t change—what should I check and how can I fix it?

• Hard refresh the page (clears cached UI).
• Confirm you edited the correct brand (settings are brand‑specific).
• Ensure your portal uses the standard selectors shown (a[href="/.../support/tickets"], #ticket_tab, #mobile_ticket_tab). If you’ve heavily customized the portal, selectors may differ—adjust the query accordingly.
• Check for conflicting Custom JS (another script might overwrite the label).

Related Articles

• How to Change the ‘Create Ticket’ Label in the Customer Portal
• How to Change the Tab Name of the Customer Portal