Configuring Side Thread Settings in BoldDesk
Side Threads in BoldDesk provide a way for agents to collaborate internally on ticket-related discussions without involving the customer. This feature is ideal for sharing updates, seeking input from other team members, or coordinating actions behind the scenes.
Before agents can start using Side Threads, administrators need to complete the following steps:
- Configure feature settings to enable Side Threads.
- Activate communication channels for internal collaboration.
- Assign appropriate permissions to agents and teams.
- Set up notifications to ensure participants stay informed about thread activity.
This article will guide you through the process of enabling Side Threads, configuring permissions, and managing notification settings for a seamless internal collaboration experience.
Enable or Disable Side Threads
By default, Side Threads are disabled, and only administrators can enable or disable this feature.
When enabled, Side Threads become available for all agents with the required permissions, and agents can start internal conversations directly from the ticket details page.
Steps to Enable Side Threads
- Navigate to Admin → Agent Portal Settings → Side Threads.
- Enable Side Threads – Turn on this option to allow agents to create and view internal discussions directly from the ticket sidebar.
- Enable Microsoft Teams Integration – Turn on this option to allow agents to send Side Thread messages to a designated Microsoft Teams channel.
- Click Update.
Enable Side Thread Permissions
Agents require specific permissions to access and manage Side Threads. Without these permissions, they cannot view, create, or interact with internal conversations.
Permissions and Their Purpose
Each permission controls what agents can do within Side Threads. Here’s a breakdown:
| Permission | What It Does |
|---|---|
| View Conversations | Allows agents to see all side threads, including those created by other users. |
| Create Side Threads | Enables agents to start new internal conversations. |
| Add Reply | Enables agents to reply to existing side threads. |
| Delete Own Side Threads | Enables to delete threads created by the agent. |
| Delete Own or Any Agent’s Side Threads | Enables to delete threads created by any agent. |
Steps to Enable Permissions
- Go to Admin → Roles & Permissions.
- Select and edit the desired agent role.
- Enable the required permissions under Side Threads Module.
- Click Save Changes to apply the updates.
Enable Side Thread Notifications
Agents can receive notifications whenever new messages are posted in Side Threads, helping them stay updated on internal discussions. Enabling notifications ensures agents are informed about important updates, improves collaboration speed, and accelerates ticket resolution.
Steps to Enable Notifications
- Navigate to Personal Settings → Notifications in your BoldDesk account.
- Locate the Side Thread Notifications option.
- Select Enable Side Thread Notifications to activate alerts for new messages.
