Agents can view the same ticket from both the Agent Portal and the Customer Portal, depending on the task they need to perform.

The Agent Portal provides access to agent-specific actions such as replying to customers, adding internal notes, updating ticket properties, assigning tickets, reviewing conversations, and viewing ticket history. The Customer Portal displays the customer-facing view of the ticket.

This article explains how to:

• Open a Customer Portal ticket in the Agent Portal.
• Open the Customer Portal view of a ticket from the Agent Portal.

These options are useful when:

• An agent is viewing a ticket in the Customer Portal and wants to continue working on it in the Agent Portal.
• An agent is viewing a ticket in the Agent Portal and wants to verify how the ticket appears to customers.
• An agent wants to open the same ticket in another portal without manually searching for it.

Prerequisites

Before switching between the Agent Portal and Customer Portal, ensure that:

• You are signed in as an agent.
• Your Ticket Access Scope allows access to the ticket.
  • The Ticket Access Scope is configured from the agent profile by selecting Edit Agent. Available access levels include:
    • Global
    • Group
    • Restricted

Open a Customer Portal Ticket in the Agent Portal

If an agent is viewing a ticket from the Customer Portal, the ticket is displayed in the customer-facing ticket view. To continue working on the ticket from the agent workspace, use View ticket in agent portal.

To open a Customer Portal ticket in the Agent Portal:

1. Sign in to BoldDesk.

2. In the Customer Portal, go to the Tickets tab.

3. Open the required ticket from the ticket list.

4. On the ticket details page, select View ticket in agent portal.

5. The same ticket opens in the Agent Portal.

   
   
   

Once the ticket opens in the Agent Portal, you can perform actions permitted by your role, including:

• Replying to customers
• Adding internal notes
• Updating ticket fields
• Assigning tickets
• Reviewing ticket history

Open the Customer Portal View of a ticket from the Agent Portal

Agents can also open the customer-facing view of a ticket directly from the Agent Portal. This is useful when reviewing how ticket information appears to customers.
To open the Customer Portal view from the Agent Portal:

1. Go to the Tickets module in the Agent Portal.

2. Open the appropriate ticket view, such as All Tickets.

3. Select the required ticket.

4. On the ticket details page, select the Customer Portal link.

5. The ticket opens in the Customer Portal view.
   

   
   
   

Benefits of Switching Between Portals

Switching between portals allows agents to:

1. Review the customer experience without manually searching for the ticket.
2. Verify how ticket information is displayed in the Customer Portal.
3. Quickly move from reviewing a ticket to performing agent actions.
4. Save time by accessing the same ticket directly from either portal.

Frequently Asked Questions

1. Can agents open a Customer Portal ticket in the Agent Portal?
   Yes. Agents can use View ticket in agent portal from the Customer Portal ticket view to open the same ticket in the Agent Portal.

2. Can agents open the Customer Portal view of a ticket from the Agent Portal?
   Yes. Agents can select the Customer Portal link on the ticket details page in the Agent Portal to open the customer-facing view of the ticket.

3. Why should agents open the Customer Portal view from the Agent Portal?
   This allows agents to verify how ticket information appears to customers and review the customer-facing experience.

4. Why would an agent open the Agent Portal view from the Customer Portal?
   Agents should use this option when they need to perform actions available only in the Agent Portal, such as:

   • Replying to customers
   • Adding internal notes
   • Updating ticket fields
   • Assigning tickets
   • Reviewing ticket activity and history

5. What happens if an agent does not have access to a ticket?
   If the agent’s Ticket Access Scope does not permit access to the ticket, the ticket cannot be opened even when using the portal navigation links.

Related Articles

1. How Customers Can Track Ticket Progress in BoldDesk
2. How To Create a Ticket in BoldDesk – Complete Guide
3. Agent Portal Home Page