How to Hide specific contacts from requester list using Block Contact
In some scenarios, support teams may want to prevent certain contacts—such as inactive users—from appearing in the Requester list when agents create new tickets. This helps reduce confusion, avoids accidental ticket creation, and keeps the requester list relevant and manageable for agents.
To address this requirement, BoldDesk offers a workaround using contact blocking.
Workaround: Block the Contact
While there is no direct option to hide specific contacts from the Requester list, you can block the contact without marking their existing tickets as spam. Blocking a contact removes them from the requester selection list during ticket creation and also prevents them from submitting new support requests, while preserving their historical ticket data.
This approach is useful when you need to restrict future interactions from a contact without impacting prior conversations or ticket records.
Prerequisites / Access Requirements
- User roles: Admins or Agents with permission to manage contacts
- Required permission: Contact module permission to Block or unblock contact
- Access to the Contacts module
Step-by-Step Instructions
- Open the contact profile in Contacts.
- Click Block Contact.
- Clear the option Mark associated tickets and conversations as spam (if shown).
- Click Block Contact to confirm.
- In the Agent Portal, when you create a new ticket, blocked contacts do not appear in the Requester field.
Frequently Asked Questions
1) Can I hide only specific contacts from the requester list in BoldDesk?
Yes. BoldDesk currently does not support hiding specific contacts from the requester list. However, you can use this workaround to achieve it.
2) What is the recommended workaround to remove a contact from the requester list?
Block the contact. A blocked contact is removed from the requester list when an agent creates a ticket.
3) Will blocking a contact in this situation result in their deletion or the removal of their existing tickets?
No. Blocking does not delete the contact, and their existing ticket history remains intact.
4) What happens if a blocked contact tries to create a ticket in the customer portal?
They cannot create tickets through the customer portal after being blocked.
5) What happens if a blocked contact emails the support address?
Their email will not create a normal ticket. It will be moved to the Suspended list for agent review.
6) Can I block a contact without marking their existing tickets as spam?
Yes. When blocking, do not select Mark associated tickets as spam.
