This guide covers BoldDesk workflows to add existing or new contacts to a Contact Group, remove mapped contacts, control ticket access scope, and use domain mapping so new contacts are auto‑assigned to the right group.

Prerequisites

• Roles & Permissions
  Ensure your role has Create or edit contact permission.
  Path: Admin → Roles & Permissions → (Select Role) → Contacts → Create or edit contact
• Contacts & Groups
  Confirm the Contact Group exists:
  Path: Contact Management → Contact Groups → (Open Group)

Contact Groups: Overview

A Contact Group organizes related contacts (e.g., a company or department). Group membership controls visibility such as View All Tickets for group members and can automatically associate new tickets to the group when Domain Mapping is configured.

How to Add a Contact to a Contact Group

Adding contacts to a contact group can be accomplished in two ways, namely:

• Adding existing contacts
• Adding a new contact

Adding Existing Contacts

To add existing contacts, follow the steps below:

1. Open Contact group profile page.

2. At the top right, click the Add contact button.
   

   
   
   

3. Select Existing to open a dialog box.

4. Select the contacts and click the Add button.

5. The selected contacts will be listed. Before you save, you can remove the contacts and change the ticket access scope.

6. Click the Save button to add the contacts.
   

   
   
   

Adding a New Contact

To add a new contact, follow the steps below:

1. Open Contact group profile page.

2. At the top right, click the Add contact button.

3. Click New option to add the new contact.
   

   
   
   

4. Select the contacts group you wish to add the new contact and click the Add button.
   

   
   
   

Removing a Mapped Contact

To remove a mapped contact, follow the steps below:

1. Go to the Contact group profile page.

2. Select the Contacts Tab.

3. Click the Remove button as highlighted to open a dialog box.

4. A confirmation dialog box will appear. Select the Yes, Remove option to remove the contact.
   

   
   
   

Changing the Ticket Access Scope

To change the ticket access scope, follow the given steps:

1. Go to the Contact group profile page.

2. Select the Contacts Tab.

3. Toggle the switch button.
   

   
   
   

Workaround to Enable “View All Tickets” Automatically (Webhook + API)

Use this workaround when an operational process requires View All Tickets to be enabled automatically for contacts added to a Contact Group, because BoldDesk does not provide an in-product auto-enable setting.

1. Configure a Webhook to capture newly created contacts.
2. When the webhook fires, call the Contact Group API endpoint to update the contact’s ticket access scope for the Contact Group and enable viewalltickets=true. Below is an API call example;

   curl -X PATCH "https://{yourdomain}/api/v1/contact_groups/{contactgroupid}/change_ticket_access_scope/{contactid}?viewalltickets=true" -H "x-api-key: {yourapikey}"
   

The API call requires the following inputs;

• {yourdomain}: your BoldDesk domain
• {contactgroupid}: the target Contact Group identifier
• {contactid}: the contact identifier to update
• {yourapikey}: API key passed in x-api-key header

This approach automates ticket visibility management and eliminates the need to manually enable “View All Tickets” for each contact. Refer to the following resources for more insights;

1. How to Create and Manage Webhooks in BoldDesk Tickets
2. Webhook Payloads, Headers, and Event
3. BoldDesk API Documentation

You can track the logged feature request to enable View All Tickets Automatically.

Permission for Adding a Contact

For adding contacts to a contact group, you must have the Create or edit contact permission enabled.

Frequently Asked Questions

1. Can I add multiple existing contacts to a Contact Group in one action?
   Yes. Use Add contact → Existing, then multi-select contacts and select Add, followed by Save.

2. Is “View All Tickets” enabled automatically when a contact is added to a Contact Group?
   No. View All Tickets is disabled by default when adding contacts to a Contact Group, and BoldDesk does not provide a product setting to auto-enable it.

3. How can I automatically enable “View All Tickets” for contacts added to a Contact Group?
   Use a workaround with Webhooks and the Contact Group API. Capture newly created contacts with a webhook, then call:
   PATCH /api/v1/contact_groups/{contactgroupid}/change_ticket_access_scope/{contactid}?viewalltickets=true

4. What does the “View All Tickets” toggle change for an end user?

   • On: the end user can view all tickets associated with the Contact Group
   • Off: the end user can view only their own tickets associated with the Contact Group

5. What is required for domain-based auto-assignment to a Contact Group?
   The Contact Group domain mapping must match the actual email domain used by contacts. When the domain matches, newly created contacts with that domain are automatically added to the Contact Group.

6. Can I exceed 25,000 contacts in a single Contact Group?
   No. The limit is 25,000 contacts per Contact Group. Use additional Contact Groups if needed.

7. What permission is required to add contacts to a Contact Group?
   The agent must have Create or edit contact permission under Contacts in Roles & Permissions.

Related Articles

1. How to Create a Contact Using a Phone Number in BoldDesk
2. How to Automatically Associate a Contact Group to Contact
3. How to Import Contacts and Contact Groups in BoldDesk