How to Flag a Ticket Message in BoldDesk
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 the 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
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Open the ticket and locate the message you want to flag.
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Click on the flag icon to mark the message as flagged.
The icon will turn red, and the message will show a “flagged” tag, as shown in the image below.
When you flag a message within a ticket, a “flagged” tag is automatically added, and the message is listed in the Flagged section. This allows you to quickly locate and manage important messages for follow-up or reference.
How to Unflag a Ticket Message
- Open the ticket.
- Locate the flagged message (or open the ticket’s Flagged section).
- Click on the flag icon again to remove the flag.
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
Frequently Asked Questions
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Is flagging messages available on mobile?
No. Flagged message/ticket features are supported only in the BoldDesk web (desktop) app. -
Can customers see flagged messages?
No. Message flags are internal to agents and do not notify customers. -
Does flagging change public/private visibility?
No. Flagging does not change message privacy. -
How do I find flagged messages across tickets?
Use Ticket Conversation Reports and set Message Tag = Flagged. -
Can I analyze who flagged messages and when?
Use Ticket Conversation Reports with Message Tag = Flagged, and apply Agent and Date filters. -
What does the red flag icon mean?
The red flag icon indicates the message is marked with the Flagged tag. -
Where do flagged messages appear inside a ticket?
Flagged messages are listed in the ticket’s Flagged section.
