Managing Side Threads in BoldDesk

Side Threads in BoldDesk allow agents to collaborate internally on ticket-related issues without involving the customer. This feature helps organize internal communication, streamline workflows, and maintain a clear audit trail for internal actions. Agents can create, view, reply to, close, reopen, and delete side threads based on their permissions.

What You Can Do with Side Threads

• Collaborate internally – Start private discussions linked to a ticket without involving the customer.
• Track all conversations – View every side thread associated with a ticket for complete context.
• Share updates and feedback – Add replies to ongoing threads to keep team members informed.
• Manage thread status – Mark conversations as Open or Closed to organize discussions.
• Maintain control – Delete side threads when necessary (based on permissions) to keep communication clean.

How to Create Side Threads

Side Threads can only be created within an existing ticket, and agents must have the necessary permissions to perform this action.

Steps to Create a Side Thread

1. Open the ticket details page in BoldDesk.
2. Click the Side Threads icon located in the sidebar.
3. In the dialog box, click Create Conversation.
4. Enter the required details:
   • Subject – Provide a clear and concise title for the conversation.
   • Description – Add a brief explanation of the discussion or context.
5. Click Create to start the conversation.
6. Once created, the side thread will appear with an Open status, allowing agents to reply and collaborate internally.

How to View Side Threads

You can view all Side Threads linked to a ticket directly from the ticket details page in BoldDesk.

Steps to View Side Threads

1. Open the ticket details page in BoldDesk.
2. Click the Side Threads icon located in the sidebar.
3. From the conversation page, you can:
   • View all side threads associated with the ticket for complete context.
   • Open and read a specific side thread to see the discussion details.
   • Copy the conversation link for quick internal sharing.
   • Change the status of a conversation (Open or Closed) to manage its activity.

How to Add Replies

Replies allow agents to continue internal discussions within a Side Thread, ensuring smooth collaboration on ticket-related issues. To perform this action, you must have the Add Reply permission.

Steps to Add a Reply

1. Open the ticket details page in BoldDesk.
2. Click the Side Threads icon in the sidebar to view all conversations.
3. Select the specific Side Thread conversation you want to reply to.
4. In the message editor:
   • Type your message clearly, providing relevant details or updates.
   • Use formatting options (bold, italic, lists) for better readability and emphasis.
5. Click Send to post your reply.

How to Close or Reopen a Side Thread

Closing a side thread marks the internal discussion as complete, while reopening allows further collaboration if needed.

Steps to Close or Reopen a Conversation

1. Open the ticket details page in BoldDesk.
2. Click the Side Threads icon in the sidebar.
3. Select the specific Side Thread conversation you want to update.
4. Click the Status dropdown and choose either:
   • Closed – Marks the conversation as complete.
   • Open – Reopens the conversation for further discussion.

Why Close a Conversation?

Closing a side thread helps keep internal communication organized and efficient:

• Indicates completion – Shows the discussion is resolved and no further input is needed.
• Keeps tickets organized – Reduces clutter by marking inactive threads as closed.
• Improves workflow clarity – Makes it easy for agents to focus on active conversations.

How to Delete Side Threads

Deleting a side thread permanently removes the conversation from the ticket. This action requires Delete permission (either for your own threads or any agent’s threads).

Steps to Delete a Side Thread

1. Open the ticket details page in BoldDesk.
2. Click the Side Threads icon in the sidebar.
3. Select the specific side thread conversation you want to delete.
4. Click the three-dot menu in the conversation header.
5. Choose Delete from the dropdown menu.
6. Confirm the deletion when prompted.