How to Use and Manage Ticket Layout Views in BoldDesk
BoldDesk provides multiple ticket layout views that help agents review and manage tickets in the format that best supports their workflow. Depending on their preferences, agents can switch between Card View, Grid View, and Detail View to quickly scan ticket information, compare ticket fields, or review ticket details without leaving the ticket list.
This article explains the available ticket layouts, how to switch between them, and how to set a default layout for your account.
Prerequisites
Before switching ticket layouts, verify the following:
- You have access to the Agent Portal.
- Your Ticket Access Scope allows you to view the tickets in the selected ticket view.
Available Ticket Layout Views
Ticket layouts determine how ticket information is displayed in the Tickets module. Each layout is designed to support different workflows and viewing preferences.
The following table compares each layout and its recommended use cases.
| Layout View | How Tickets Are Displayed | Best Used When |
|---|---|---|
| Card View | Displays each ticket as an individual card containing key details such as the subject, requester, assignee, priority, due date, and status. | You want to quickly scan ticket information in a visually organized format. |
| Grid View | Displays tickets in a tabular format with rows and columns. Each row represents a ticket, and each column displays a ticket field. | You need to compare multiple ticket fields across several tickets at the same time. |
| Detail View | Displays the ticket list and the selected ticket’s details within the same workspace. The ticket list appears on one side, and the selected ticket details appear in the main area. | You want to review ticket details and move between tickets without leaving the ticket list and move quickly between tickets. |
Card View
The following image shows Card View. In this layout, each ticket is displayed as an individual card containing key information such as the subject, requester, assignee, priority, due date, and status.
Grid View
The following image shows Grid View. In this layout, tickets are displayed in a tabular format, making it easier to compare ticket fields across multiple tickets.
Detail View
The following image shows Detail View. In this layout, the ticket list and the selected ticket’s details are displayed side by side, allowing agents to review and navigate between tickets more efficiently.
Switch and Set the Default Ticket Layout
Agents can switch between ticket layout views from the ticket list page. They can also update their default ticket layout from the same layout selector by using the Change Default option.
Set the Default Ticket Layout
To set the default ticket layout:
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Go to the Tickets module in the Agent Portal.
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Click the ticket layout selector near the top-right of the ticket list.
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Click Change Default.
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BoldDesk opens the Personal Settings page.
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In the General tab, go to Ticket Settings.
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In the Ticket Layout View dropdown, select one of the following options:
- Inherit from global settings: Uses the organization-wide ticket layout preference configured by the administrator.
- Card View: Sets Card View as the agent’s default ticket layout.
- Grid View: Sets Grid View as the agent’s default ticket layout.
- Detail View: Sets Detail View as the agent’s default ticket layout.
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Click Update to save the change.
After updating the setting, the selected layout becomes the agent’s default ticket layout view. If Inherit from global settings is selected, the agent follows the organization-wide default ticket layout.
Switch Between Ticket Layout Views
To switch between ticket layout views:
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Go to the Tickets module in the Agent Portal.
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Open a ticket view, such as All Tickets.
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Click the layout selector near the top-right of the ticket list.
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Select one of the available layout options:
- Card View
- Grid View
- Detail View
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The ticket list updates based on the selected layout.
The selected layout changes how ticket information is displayed in the ticket list. It does not change the ticket data.
Troubleshooting
The ticket layout selector is not visible
Verify that:
- You have access to the Agent Portal.
- Your role has permission to access the Tickets module.
The layout selector is available only within the Tickets module.
Default Layout Is Not Updated
If your default layout does not change:
- Open Personal Settings.
- Navigate to General → Ticket Settings.
- Select the preferred option from the Ticket Layout View dropdown.
- Click Update.
If Inherit from Global Settings is selected, the organization-wide layout preference continues to be used.
No Tickets Are Visible After Changing Layouts
Changing the layout only affects how tickets are displayed. It does not modify ticket permissions or access.
Verify that your Ticket Access Scope allows you to view tickets in the selected ticket view.
Frequently Asked Questions
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What are ticket layout views in BoldDesk?
Ticket layout views control how tickets are displayed in the Tickets module. BoldDesk provides Card View, Grid View, and Detail View. -
Does switching the ticket layout change ticket data?
No. Changing the layout only affects how tickets are displayed. Ticket data, permissions, and access remain unchanged. -
Which ticket layout should agents use for comparing multiple ticket fields?
Grid View is the best option when you need to compare ticket fields across multiple tickets, such as Ticket ID, Subject, Status, Priority, Category, Requester, or Assignee. -
How can agents set a default ticket layout?
Click Change Default from the layout selector, then update the Ticket Layout View setting under Personal Settings → General → Ticket Settings and click Update.
