BoldDesk + BoldSign Guide: Manage e‑Signatures in Tickets

BoldDesk integrates with BoldSign to manage e‑signature workflows directly inside your helpdesk. Agents can send documents for signature, track live status, and manage documents—including revoking, unlinking, deleting, and viewing all linked documents—without leaving the ticket.

In this article, you’ll learn how to send documents for e‑signature, view document details, track status, revoke, unlink, delete, and view all documents linked to a ticket.

BoldSign in BoldDesk delivers the following advantages to help teams move faster while staying secure and compliant:

• Streamlined Workflow: Send documents for signature from the ticket or contact view.
• Real‑Time Tracking: Monitor statuses like In Progress, Completed, Declined, and Revoked.
• Enhanced Security: Rely on BoldSign’s compliant e‑signature standards.
• Improved Productivity: Reduce manual steps by automating document creation and sending.
• Flexible Management:
  • Unlink documents from tickets when they’re no longer needed (document remains in BoldSign).
  • Delete documents in Revoked, Drafted, or Declined status to keep your workspace clean.
  • View All / Show More to see the full list of documents linked to the ticket.

Pricing

To use the BoldDesk integration with BoldSign, both of the following conditions must be met:

• You must be on a BoldDesk Momentum or BoldDesk Enterprise plan.
• You must be using the BoldSign Enterprise API plan.

Performing BoldSign Actions in BoldDesk

Use the BoldSign panel in a ticket to handle e‑signature tasks end‑to‑end—sending requests, preparing documents, configuring fields, tracking status, and managing follow‑up actions (revoke, unlink, delete)—without leaving BoldDesk. The actions shown are context‑aware, changing with the document’s status (In Progress, Completed, Declined, Revoked) and your permissions.

Before you begin, ensure the BoldSign integration is connected and you’ve verified authorization once; after that, updates appear in real time and are logged in the ticket’s activity for full auditability.

The following are the actions you can perform from the BoldSign panel in a ticket:

1. Send for e-Signature

Start the signing process directly from the ticket to keep all context together.

From the ticket details page, click Send for e-Signature under the BoldSign section.

Verification Process

Authorize BoldDesk to send documents via your BoldSign identity (security + compliance).

1. When you attempt to send a document for the first time, a Verify BoldSign Authorization dialog appears. This verification is required only once, after which the agent will be able to create documents from BoldDesk.

   

2. Click Send Verification Email to receive a confirmation at your registered address, then open the email and click the verification link to finish authorization.

3. Open the email from BoldSign and click the verification link provided in the email.

4. Once verified, BoldDesk will be authorized to send documents on your behalf.

2) Create the Document

Define the document, recipients, and basic details.

In the Create Document window:

• Enter a Title for the document.

• Attach a file (upload or select from ticket).

• Add recipient details and optional CC.

• Click Next to proceed.

  

3) Prepare Document for Signing

Upload the document and configure recipients:

• Add recipient names and emails.

• Set signing order if required.

• Click Save and proceed.

  

4) Configure Fields & Send

Place the exact inputs signers must complete.

• Drag and drop signature fields and other required elements onto the document.

• Click Send to initiate the signing process.

  

5) View Document Details

Stay updated on progress and actions within the ticket.

In the BoldSign panel, you can view a list of documents linked to the ticket:

1. Click View All to open the complete list of documents linked to the ticket.

   

2. As a result of clicking View All, a dialog opens and displays Document Name, On behalf of, Status, and Last Activity.

   

When you click one of the document titles in the BoldSign panel, the following details are displayed:

• Document ID (copyable)

• Status (In Progress, Completed, Declined, Revoked)

• Sent on and Last Activity timestamps

• Linked files and available actions (e.g., Revoke, Unlink, Delete — actions vary by status)

• View Details (opens the detailed dialog for this document)

  

6) Manage a Document: Revoke, Unlink, Delete

From the ticket’s BoldSign panel, use the actions on the document card to stop signing, detach a document from the ticket, or remove it permanently.

Revoke — end the signing process and notify signers

Choose Revoke to immediately end the signing process; BoldSign notifies all signers and the document’s status changes to Revoked.
How to revoke BoldSign documents in a ticket:

1. Open the ticket and scroll to the BoldSign panel.

2. Locate the document with In Progress status.

3. Click Revoke, then confirm in the dialog.
   Result: The document updates to Revoked status and typically presents Unlink and Delete as available actions.

   
   

Unlink — remove the document from this ticket while keeping it in BoldSign

Choose Unlink to detach the document from the ticket; the document remains intact in BoldSign for record‑keeping or use elsewhere.
How to unlink BoldSign documents in a ticket:

1. In the ticket’s BoldSign panel, find the target document (available in In Progress, Revoked, and Completed states).

2. Click Unlink, then confirm.
   Result: The document no longer appears on this ticket but stays accessible in BoldSign.

   

Delete — permanently remove documents in non‑active states

Choose Delete to permanently remove documents that are Revoked, Drafted, or Declined.
How to delete BoldSign documents in a ticket:

1. In the BoldSign panel, locate a document with Revoked, Drafted, or Declined status.

2. Click Delete, review the warning, and confirm.
   Result: The document is removed from BoldSign and the ticket—this action cannot be undone.

   

Actions by status within a BoldDesk ticket’s BoldSign panel

This section explains which BoldSign action buttons are displayed on a document card in a BoldDesk ticket for each status and what each button does. If a button does not appear for a status, that action is not supported in that state.

In Progress — Manage an active signing flow

When a document is actively being signed, you can either end the signing process or detach the document from the ticket without deleting it.

• Click Revoke on the document card to immediately stop the signing process; signers are notified and the status changes to Revoked.
• Click Unlink to remove the document from this ticket while it remains available in BoldSign for records or reuse.

Revoked — Handle canceled signing requests

After a document has been revoked, you can tidy the ticket or permanently remove the file.

• Click Unlink to detach the document from this ticket but keep it in BoldSign.
• Click Delete to permanently remove the document from BoldSign and this ticket; this action cannot be undone.

Completed — Keep a clean ticket while preserving records

Once signing is complete, you may remove the document from the ticket, but deletion is not available from the ticket panel.

• Click Unlink to remove the document from this ticket; the completed record stays accessible in BoldSign.

Declined — Close out or remove rejected requests

When recipients decline to sign, you can either detach the document from the ticket or delete it permanently.

• Click Unlink to remove the document from this ticket while it remains in BoldSign.
• Click Delete to permanently remove the declined document from BoldSign and this ticket.

Unlinked — Understand what happens after detaching

An unlinked document no longer appears on this ticket in BoldDesk; manage or access it from the BoldSign portal if further action is needed.

• No actions in the ticket: The document has already been removed from the ticket’s BoldSign panel.

Deleted — Final state overview

A deleted document has been removed from both BoldSign and this ticket and cannot be recovered.

• No actions available: Deletion is permanent; the document will not appear in BoldDesk or BoldSign.

Frequently Asked Questions (FAQs)

1. What does the BoldSign integration in BoldDesk enable?
   It lets agents send documents for e‑signature, track live status, and manage documents (including revoking, unlinking, deleting, and viewing all linked documents) without leaving the ticket.

2. Do I need a BoldSign account to use the BoldSign integration in BoldDesk?
   Yes. You must have an active BoldSign account and configure the BoldSign app in BoldDesk before sending documents for e‑signature.

3. Which document statuses appear in the BoldSign panel inside a document in the BoldDesk ticket?
   You’ll see In Progress, Completed, Declined, and Revoked, along with Sent on and Last Activity timestamps.

4. What’s the difference between Revoke, Unlink, and Delete in the BoldSign panel?

• Revoke: Ends the signing process immediately; signers are notified; status becomes Revoked.
• Unlink: Removes the document from this ticket’s view in BoldDesk while leaving it intact in BoldSign.
• Delete: Permanently removes a document (allowed for Revoked, Drafted, or Declined states).

5. When is Delete available for a document in BoldDesk?
   Delete is available only for Revoked, Drafted, or Declined documents.

6. What exactly happens when I Unlink a document from a BoldDesk ticket?
   The document disappears from this ticket in BoldDesk, but it remains in BoldSign.

7. How can I see all BoldSign documents linked to a BoldDesk ticket?
   Click View All (or Show More) in the BoldSign panel to open the full list, including Document Name, On behalf of, Status, and Last Activity.

8. Why don’t I see Unlink or Delete for a particular document in the BoldSign panel of a ticket?
   Actions are context‑aware and depend on document status. For example, Delete only shows for Revoked, Drafted, or Declined documents.

9. Are e‑signature documents sent from BoldDesk legally valid?
   Yes—signatures are processed by BoldSign, which provides legally valid e‑signatures and audit trails. BoldDesk displays document status/actions while BoldSign ensures enforceability.