In BoldDesk, agents may need to share a ticket link with customers or end users. However, the ticket URL is different in the agent portal and the customer portal. If an agent shares the agent portal ticket URL with a customer, the customer may not be able to open the ticket because that link is intended for agents.

To avoid access issues, always share the customer portal ticket URL when sending a ticket link to a customer.

Understand the Difference Between Agent and Customer Portal Ticket URLs

You can identify the correct ticket URL by checking the path in the link.

• URLs that contain /support/ are customer portal ticket URLs.
• URLs that contain /agent/ are agent portal ticket URLs.

Copy the Customer Portal Ticket URL

In BoldDesk, agents can copy the customer-shareable ticket URL directly from the ticket header.

Steps to copy the customer portal ticket URL

1. Open the required ticket in the agent portal.

2. In the ticket header, click the link icon.

   

3. Select Copy customer portal link.

   

After copying the link, share it with the customer so that the customer can open the ticket in the customer portal.

Option to Open the Ticket in the Customer Portal

If the ticket is available in the customer portal, BoldDesk also shows the View in Customer Portal option within the ticket.

Agents can use this option to verify that the ticket opens correctly in the customer portal before sharing the link with the customer.

Private Ticket Behavior

Private tickets cannot be shared with customers because they are not visible in the customer portal.

For private tickets:

• The Copy customer portal link option does not appear.
• Only the Copy agent portal link option is available.

This helps prevent agents from sharing a customer-facing link for a ticket that customers cannot access.

Result

When you use Copy customer portal link, BoldDesk copies the correct customer-facing ticket URL. Customers can use that link to open the ticket in the customer portal.

If the ticket is private, only the agent portal link can be copied.

Frequently Asked Questions

1. Why is the customer unable to open the ticket link I shared?
   This usually happens when the shared link is the agent portal ticket URL instead of the customer portal ticket URL. Customers can access only the customer-facing ticket link.

2. How can I identify a customer portal ticket URL?
   A customer portal ticket URL contains /support/ in the path.

   • Example:
     https://support.subdomain.com/support/tickets/123

3. How can I identify an agent portal ticket URL?
   An agent portal ticket URL contains /agent/ in the path.

   • Example:
     https://support.subdomain.com/agent/tickets/123

4. Where can I copy the customer portal ticket URL in BoldDesk?
   Open the ticket in the agent portal, click the link icon in the ticket header, and then select Copy customer portal link.

5. Why is the Copy customer portal link option missing?
   This option is not available for private tickets because private tickets are not visible in the customer portal.

6. Can I verify the customer-facing ticket page before sharing the link?
   Yes. If the ticket is available in the customer portal, you can click View in Customer Portal from the ticket to confirm that the correct customer-facing page opens.