How To Create a Ticket in BoldDesk – Complete Guide

A ticket represents an issue or request submitted to the support team. In BoldDesk, most users start with a standard email ticket, but there are multiple ways to create tickets, including:

• Email
• Agent portal
• Customer portal
• Embeddable web forms and widgets
• Mobile app (iOS and Android)
• API

1. Create Ticket via Email

To create a ticket via email, follow the given steps.

1. Open your client email.
2. Compose an email and send it to your support address (e.g., [email protected]).
   Refer to this guide for finding your instance support email address.

After sending an email, a support request is logged, and you will receive an acknowledgment email with a link confirming that your ticket is created. You can follow up via email or open the ticket link received in the email of the support help center to reply to a ticket.

2. Creating Tickets via the Agent Portal

An agent can create a ticket via the agent portal. Follow the given steps to create a ticket:

1. Open the agent portal.

2. Click the Create Ticket button.

3. Fill out the form and click Create; a ticket will be created.
   

   
   
   
   

3. Creating Tickets via the Customer Portal

You can create a ticket via the customer portal. Follow these steps to create a ticket:

1. Open the customer portal.

2. Click the Create Ticket button.

3. Fill out the form and click Create; a ticket will be created.
   

   
   
   
   

4. After a ticket is created, it will be listed on the customer portal home page.
   

   
   
   

5. After a ticket is created, it will be listed on the agent portal ticket module.
   

   
   
   
   To learn more about ‘how to create a ticket on behalf of the customer’, refer to this How to Create a Ticket in the Customer Portal.

Users can also create tickets without login Creating Tickets Without Logging into Portal.

4. Create Tickets Using the Web Forms and Web Widgets

You can integrate BoldDesk on your website to raise tickets directly without having to log in to the BoldDesk portal. This can be achieved by embedding the web forms and widgets onto your website.
Customers/users can create tickets by submitting the widget form. Once the form is submitted, a ticket will be created. Users will receive email notifications upon ticket creation, and end users can follow up and reply to the tickets via email. These tickets will be shown in both the agent and customer portals. An example is visible on the BoldDesk website using web forms.

For more details on embeddable web widgets and forms, refer to the articles under Embeddable Web Widgets and Forms.

5. Create Tickets via the Mobile App

BoldDesk supports mobile applications for agents on Android, iOS, and tablet devices. Agents can create tickets via the mobile app.
Managing Tickets in Mobile App

6. Create Tickets Using BoldDesk API

Use the BoldDesk REST API for automated ticket creation and integration with external systems.
Learn more: How to Create Tickets Using BoldDesk API – Complete Guide

FAQs

Q1: Can I create tickets without logging in?
Yes. Use email, embedded web forms and widget, and Customer portal.

Q2: How do I create internal or private tickets?
Through the Agent Portal using the Mark as private option or changing the visibility to private.

Q3: Can BoldDesk AI create tickets automatically?
No. Agents can use the create ticket option in the chat and AI will be able to auto-fill the ticket title and description.

Q4: Does BoldDesk support ticket creation via API?
Yes. Use the REST API for automation and integrations.

Related Articles

• How to Create and Use Ticket Templates for Quick Creation of Tickets
• How to Change Ticket Forms in Existing Tickets