How to View User-Specific Replies in BoldDesk
To view replies sent to specific users in BoldDesk, you can use either Advanced Filters or the Ticket Conversation Report, depending on whether you’re tracking replies from agents or customers. This article outlines how to locate replies for specific users.
1. Viewing Replies in the Customer Portal
Customers can access replies via:
- The Customer Portal - Logged-in customers can view the ticket replies in the customer portal.
- Email notifications sent - All ticket responses are sent to the requester’s registered email address.
2. Viewing Replies in the Agent Portal
Agents can view all replies in the Ticket Details Page. The conversation thread displays all responses, including those sent by specific agents/customers.
Agents can also use the advanced filter report or the ticket conversation report to fetch the replies as discussed below.
3. Using Advanced Filters to Locate Replies by User
Steps:
- Go to Ticket Views > Filters.
- Clear all filters to view all tickets.
- Switch to Advanced Filters.
- To find replies associated with a specific user, use any of the following filters:
- Requester Name
- Requester Email
- Last Replied By
- Ticket ID
- Click Apply to view the filtered tickets.
You can learn more on Using Advanced Filters and Save as Views in Reports to Further Drill Down Data.
4. Using Ticket Conversation Report
Steps:
- In the Agent portal, go to the Reports module.
- Select Ticket Conversation Report.
- Set the Date Filter (like Today, Last 7 Days).
- Set Updated by User Type to either:
- Agent – to view replies sent by agents
- Customer – to view replies sent by customers
- Click Save, enter a view name, and confirm to save the report.
- Once the view is saved, all filtered tickets will be listed. The ticket reply will be listed below; click on Go to message to view the whole ticket conversation.
Below is an illustration;
Learn more on Overview of Ticket Conversation Report.
Frequently Asked Questions (FAQs)
Q: Can customers view replies without logging in?
A: Yes, replies are also sent to their registered email.
Q: Can agents filter replies by specific users?
A: Yes, using Advanced Filters or the Ticket Conversation Report.
Q: Is it possible to save filtered views for future use?
A: Yes, you can save views in both Advanced Filters and Reports.
Q: Can I view replies by date range?
A: Yes, use the Date Filter in the Ticket Conversation Report.
