BoldDesk provides Preview Mode and Full view for opening tickets from the ticket list. Preview Mode displays the selected ticket alongside the ticket list, allowing agents to review ticket conversations and properties without leaving the current view. Full view opens the complete ticket page.

The method used to open Preview Mode depends on whether the ticket list is displayed in Card, Grid, or Details layout. This article explains how to open a ticket in Preview Mode or Full View from each layout.

Open a Ticket in Preview Mode

Preview Mode displays the selected ticket beside the ticket list. The ticket list remains visible, allowing you to review ticket information without leaving the current view.

While Preview Mode is open, select another ticket from the Card, Grid, or Details layout to display that ticket in the same preview area.

Open Preview Mode from Card Layout

When the ticket list uses Card layout:

1. Open the required ticket view in the Tickets module.

2. Ensure that the ticket list is displayed in Card layout.

3. Select an empty area within the required ticket card or select the ticket number. The selected ticket opens in Preview Mode beside the ticket list. Do not select the ticket subject when you want to use Preview Mode. Selecting the subject opens the ticket in Full View.

   
   
   

Open Preview Mode from Grid Layout

When the ticket list uses Grid layout:

1. Open the required ticket view in the Tickets module.

2. Ensure that the ticket list is displayed in Grid layout.

3. Select an empty area within the required ticket row. The selected ticket opens in Preview Mode beside the ticket list. Do not select the ticket subject when you want to use Preview Mode. Selecting the subject opens the ticket in Full View.

   
   
   

Open Preview Mode from Details Layout

When the ticket list uses Details layout, Preview Mode is displayed by default when a ticket is selected.

To preview a ticket:

1. Open the required ticket view in the Tickets module.

2. Ensure that the ticket list is displayed in Details layout.

3. Select the required ticket. The selected ticket appears in Preview Mode beside the ticket list.

   

Close Preview Mode in Card or Grid Layout

The option to close Preview Mode is available only when using Card layout or Grid layout.

To close Preview Mode, select the Close icon at the top of the preview area.

In Details layout, Preview Mode appears by default when a ticket is selected and cannot be closed using the Close icon.

Information Available in Preview Mode

Preview Mode provides access to the selected ticket’s details without removing the ticket list from the page. Depending on your permissions and the ticket configuration, you can review information such as Ticket subject and ID, Ticket source and creation information, Messages, public replies, and private notes, AI Agent activity, Links, Activities, Approvals, Worklogs, Files, Ticket history, Insights, Requester details, Ticket properties, Status, Assignee, SLA due dates, Tags, and Visibility

Preview Mode also allows you to move between tickets by selecting another ticket from the list.

Open a Ticket in Full View

Full View opens the complete ticket page without keeping the ticket list visible. You can open a ticket in Full View from Card, Grid, or Details layout.

To open a ticket in Full View:

1. Open the required ticket view in the Tickets module.

2. Display the ticket list in Card, Grid, or Details layout.

3. Locate the required ticket.

4. Select the ticket subject. The ticket opens in Full View.

   
   
   

Frequently Asked Questions

1. What is Preview Mode in BoldDesk?
   Preview Mode displays the selected ticket beside the ticket list. It allows agents to review ticket information while keeping the ticket list visible.

2. How do I open Preview Mode in Card layout?
   Select an empty area within the ticket card or select the ticket number. Do not select the ticket subject because the subject opens the ticket in Full View.

3. How do I open Preview Mode in Grid layout?
   Select an empty area within the required ticket row. Selecting the ticket subject opens the ticket in Full View.

4. What happens when I select a ticket in Details layout?
   The selected ticket opens in Preview Mode by default while the ticket list remains visible.

5. How do I open a ticket in Full View?
   Select the ticket subject from the ticket list. The complete ticket page opens in Full View.

6. Can I select another ticket without closing Preview Mode?
   Yes. Select another ticket from the visible ticket list to display that ticket in the preview area.

7. How do I close Preview Mode?
   When using Card or Grid layout, select the Close icon at the top of the preview area. Preview Mode closes, and the ticket list expands to use the available page space.

   In Details layout, Preview Mode appears by default when a ticket is selected and cannot be closed using the Close icon.