How Customers Can Track Ticket Progress in BoldDesk

BoldDesk gives customers real-time visibility into the progress of their support tickets, ensuring transparency and timely communication. The Customer Portal serves as the main interface for tracking ticket status, and this article outlines how to use it effectively, along with additional features that enhance the experience.

Using the Customer Portal to Track Ticket Progress

The Customer Portal provides a centralized view of all your support interactions. To begin, log in using your registered email address. Once authenticated, you’ll be directed to your ticket dashboard.

1. After logging in, the Tickets section presents a categorized overview:

   • All Tickets – Displays the total number of tickets submitted
   • Pending Tickets – Highlights tickets awaiting your response or action
   • Solved/Closed Tickets – Lists tickets that have been resolved or closed by the support team

2. You can toggle between:

   • My Tickets – Tickets you’ve submitted
   • Tickets I’m CC’d On – Tickets where you’re copied and can view updates
   • My Organization Tickets – Tickets submitted by other users within your contact group. This option appears in the customer portal only if the contact has been assigned to a contact group and granted permission to view all tickets. Learn more about How Contacts Can View Tickets Submitted by Other Contacts.

3. Clicking on a ticket opens a detailed view where you can:

   • Read agent replies and shared notes
   • View attachments
   • Add follow-up questions or comments
   • Review the full ticket history and status changes

4. Additional Options – The customer portal allows users to:

   • Filter tickets by status to quickly locate tickets that are closed, pending, or on hold.
   • Customize visible columns, which represent different ticket fields such as subject, priority, assigned agent, and status. This helps customers track the specific details they care about for each ticket.

Email Notifications

BoldDesk supports the portal experience by sending email notifications when the corresponding email notification events are enabled. These notifications are triggered when:

• A ticket is created
• An agent responds or adds a public note
• A contact replies
• A ticket is created on behalf of the requester
• A ticket is solved
• A ticket is closed
• A public note is added
• A ticket is forwarded or replied to via forward activity
• A contact activates their account, resets their password, or verifies their email

By using the Customer Portal and staying engaged through email notifications, customers can track their ticket progress efficiently and ensure timely resolution.

Frequently Asked Questions (FAQ)

1. How do I access the Customer Portal?
   You can access the portal by logging in with your registered email address. Once authenticated, you’ll be directed to your ticket dashboard.

2. What do the different ticket categories mean?

   • All Tickets: Every ticket you’ve submitted.
   • Pending Tickets: Tickets awaiting your response or action.
   • Solved/Closed Tickets: Tickets that have been resolved or closed by the support team.

3. Can I view tickets where I’m CC’d but not the original requester?
   Yes, the portal allows you to view updates on tickets where you’re copied (CC’d), even if you didn’t submit them.

4. How do I respond to a ticket or ask a follow-up question?
   You can respond in two ways:

   • Via the Customer Portal: Open the ticket and use the comment section to add your message. You can also attach files if needed.
   • Via Email: Simply reply to the ticket notification email. Your response will be added to the ticket thread automatically in BoldDesk.

5. Will I receive notifications for ticket updates?
   Yes. BoldDesk sends email notifications for ticket updates only if the corresponding notification trigger is enabled.

6. Can I filter or sort my tickets in the dashboard?
   Yes, you can filter tickets by status and customize which columns are visible to suit your preferences.

7. Is it possible to export my ticket data?
   Yes. The portal includes an export option for multiple tickets. For individual tickets, exporting is not supported — you can only print the ticket details.

8. What should I do if I’m not receiving email notifications?
   Check your spam folder and ensure your email address is correctly registered. If the issue persists, contact support.

9. Can I use the portal on mobile devices?
   The Customer Portal is mobile-responsive and can be accessed via any browser on smartphones or tablets without requiring you to have the BoldDesk mobile App.

10. What happens if I reply to a ticket via email instead of the portal?
    Your email reply will be automatically added to the ticket thread, and agents will be notified.