How to Flag a Ticket Message
Flagging a ticket message in BoldDesk helps agents highlight important messages for quick reference or follow-up. This feature is especially useful for identifying critical updates, customer replies that need action, or internal notes that require attention.
Below are common reasons and steps for flagging and unflagging messages.
Reasons for Flagging a Ticket Message
A ticket message may be flagged for any of the following reasons:
- Suspicious update: The user does not have permission to update the ticket.
- Moved message: A private message was moved to public on behalf of the requester.
- Updated on behalf: The message was updated by an agent on behalf of the requester.
- Rating comment: The message contains a customer satisfaction rating or comment.
- Forwarded message: The message was forwarded.
How to Flag a Ticket Message
- Open the ticket and locate the message you want to flag.
- Click on the flag icon to mark the message as flagged.
The icon will turn red, and the message will show “flagged” tag. as shown in the image below.
To unflag a message, locate the flagged message and click on the flag icon. The message will be unflagged.
Filtering Flagged Messages
Agents can locate flagged messages within the ticket conversation report by using the Message Tag field, as illustrated in the image below
Related Article
Reasons Why a Ticket Message is Marked as Suspicious and Added as Private Note.
