Understanding the BoldDesk Agent Portal Layout and Modules
The BoldDesk Agent Portal is the primary workspace where support agents manage customer interactions and day-to-day support operations. Depending on their assigned permissions, agents can work with tickets, live chats, activities, contacts, knowledge base articles, reports, approvals, and administrative settings from a single interface.
This article provides an overview of the Agent Portal layout, explains the modules available in the left navigation menu, and highlights the customization options available to agents and administrators.
Prerequisites
Before using the Agent Portal, ensure that:
- You have access to the Agent Portal.
- Your role includes the required module permissions.
- You have the appropriate ticket, chat, brand, or other access scopes needed to perform your work.
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Agent Portal Layout Overview
The Agent Portal is organized around a left navigation menu that provides quick access to the core areas of BoldDesk. The modules available may vary depending on your role, permissions, and the features enabled in your organization.
From the navigation menu, agents can access modules such as Tickets, Chat, Activities, Contacts, Knowledge Base, Reports, and Settings, allowing them to manage support operations from a centralized workspace.
Agent Portal Modules
The following table describes the common modules available in the Agent Portal and their primary purpose.
| Module | Purpose | Related Guide |
|---|---|---|
| Home | Opens the Agent Portal home page and serves as the starting point for daily work. | Agent Portal Home Page |
| Tickets | View, manage, assign, reply to, update, and resolve support tickets. | Working with Tickets |
| Chat | Allows agents to manage Live Chat and omnichannel conversations, if chat access is enabled. | Working with Live Chat |
| AI | Provides access to BoldDesk AI features such as AI Agent, AI Copilot, or related AI configuration, based on the account setup and agent permissions. | AI 2.0 |
| Activities | Allows agents to manage tasks, calls, meetings, or other follow-up work items. | Working with Activities |
| Contacts | Allows agents to view and manage requester or customer information. | Contact & Contact Groups |
| Knowledge Base | Allows agents to create, edit, review, publish, and manage knowledge base articles, based on their permissions. | Knowledge Base |
| Reports | Provides access to reports and dashboards for support performance, ticket metrics, SLA performance, CSAT, worklog, AI usage, and other analytics. | Analytics Reports |
| Approvals | Allows agents to access approval-related items, if approvals are enabled and the agent has the required permissions. | Ticket Approval |
| Admin/Settings | Opens the configuration area where authorized agents can manage Help Desk and Chat settings, such as fields, forms, views, templates, macros, notifications, tags, and other administrative options. | Administration & Configuration |
| More Options | Opens additional shortcuts, such as Search, and may show other options depending on the agent’s access. | How to Use Global Search in the Agent Portal |
| Calling/Phone Integrations | Allows agents to access configured calling tools, such as Exotel, Aircall, Ozonetel, or other supported calling integrations. Depending on the integration, agents can make or receive calls, view call history, log call activities, and create tickets from call events. | Calling Tools Available for Integration with BoldDesk |
The modules displayed in the navigation menu depend on your assigned role, permissions, and the features enabled in your BoldDesk account.
Customize the Agent Portal
Both administrators and agents can customize portions of the Agent Portal to suit their needs.
Administrator Customizations
Administrators can customize the overall appearance of the Agent Portal, including:
- Portal name
- Company logo
- Favicon
- Sidebar color
- Theme color
- Other portal-wide preferences
For more information, see How to Customize Agent Portal Settings in BoldDesk. How to Customize Agent Portal Settings in BoldDesk.
Agent Personalization Options
Agents can personalize their workspace through Personal Settings. Available options may include:
- Language
- Time zone
- Default ticket view
- Default ticket layout
- Ticket page count
- Default brand
- Activity layout preferences
For more information, see Explore more on How to Customize Personal Settings in BoldDesk Agent Portal.
Frequently Asked Questions
-
What is the BoldDesk Agent Portal?
The Agent Portal is the main workspace where agents manage tickets, chats, activities, contacts, knowledge base articles, reports, approvals, calling integrations, and administrative settings based on their permissions. -
Why do some agents see different modules in the left navigation bar?
The modules shown in the left navigation bar depend on the agent’s assigned roles, module permissions, brand access, ticket access scope, chat access scope, and enabled product features. -
What should I check if a module is missing from the Agent Portal?
Check whether the agent’s role has the required module permission enabled. Also, verify the agent’s brand access, ticket access scope, and chat access scope where applicable. -
Why can an agent see a module but not perform some actions?
The agent may have permission to view the module but may not have permission to create, edit, manage, delete, or perform specific actions in that module. Review the agent’s assigned role permissions. -
Can agents customize their Agent Portal layout?
Agents can personalize some workspace preferences from their profile settings, such as language, time zone, default ticket layout, default ticket view, ticket page count, default brand preference, and activity layout. -
Can administrators customize the Agent Portal appearance?
Yes. Administrators can customize Agent Portal appearance settings such as the portal name, logo, favicon, sidebar color, and theme color from Agent Portal settings.
