How to Consolidate Multiple BoldDesk Accounts into a Single Account
You might be having multiple BoldDesk accounts for the same organization and, at some point, logging on and off to different accounts, setting up different portals, and maintaining all the configurations might be so hectic and time-consuming. This article gives you two approaches that will help you manage your operations whether you are using BoldDesk legacy plans or the Enterprise plan in a single unified portal.
Approach 1: Using Multiple Brands
For customers using Legacy plans (Scale or Momentum), you have to start by upgrading to an Enterprise plan with multiple brands, thus maintaining separate portals and URLs. Once you are on the Enterprise plan, create separate brands within this account for your different internal teams or use cases, such as Media, Admin, and HR.
How it Works
Follow the steps below to achieve a unified BoldDesk portal.
- To continue using your current portal URLs, you must first rename the related subdomains within the existing BoldDesk accounts. This step is necessary because each subdomain can be linked to only one BoldDesk account at any given time. When a portal is renamed, the associated support email address is usually updated automatically. Please refer to the illustration below.
After the subdomain has been released from the existing BoldDesk account, you can assign it to the corresponding brand in the unified account. The support email address for the brand is typically created automatically when the subdomain is assigned. If it is not created automatically, you can manually create the support email for the respective brand. Explore How to Manage Multiple Brands in BoldDesk.
- Once the portals have been renamed, please recreate them as brands in the unified account using the original URLs listed above. Explore Creating a New Brand in BoldDesk. During brand creation, the support email address for the respective domain is usually generated automatically. If the support email is not created automatically, you can create it manually. For additional information, explore How to Change or Rename BoldDesk Subdomain.
After Creating the Brands in the Unified Account:
- Recreate any required custom fields, ticket forms, automations, and configurations within each brand to match your existing setup.
- When you are ready to go live, delete the support email address from the existing BoldDesk account and configure the same support email address in the corresponding brand within the unified account.
- Configure Ticket Visibility and Brand Visibility settings to ensure agents can access only the tickets and brands relevant to their responsibilities.
Approach 2: Using Categories
In this approach, all requests are managed within a single portal, without creating separate brands. It uses a single unified portal with categories for departments but without separate URLs. This approach doesn’t necessarily require you to upgrade to the Enterprise plan.
How it Works
Please follow the steps below;
- Use the Category field to represent departments such as Site, Admin, HR, and Media.
- Configure Field Display Conditions so that only the fields relevant to the selected category are displayed. For example, when HR is selected, only HR-specific fields will be shown. Explore how to Dynamically show or hide fields in form using field display conditions
- Alternatively, you can create separate ticket forms for each department (Site, Admin, HR, and Media). Users can simply select the required form when submitting a ticket.
- If you use department-specific forms, there is typically no need to configure field display conditions, as each form can contain only its relevant fields. All tickets remain within a single portal, providing a unified customer experience while still allowing department-specific workflows and fields. Please refer to the articles below;
For reporting purposes, since this approach does not use separate brands, you can leverage Advanced Filters to categorize and filter tickets based on the selected Category and Ticket Form. This enables you to generate department-specific reports, dashboards, and saved views, helping you effectively monitor and analyze ticket activity for each business unit. Explore Filter & Save Views (Quick Steps).
If you require separate customer portals, branding, knowledge bases, support email addresses, agent access controls, and reporting for different business units, we recommend using Multiple Brands (Approach 1). If a single customer portal is sufficient, you can simplify administration by using Categories, Ticket Forms, and workflows (Approach 2) to organize requests while maintaining dedicated support email addresses and reporting. Choose the approach that best aligns with your business requirements.
Migration of Data
Direct migration between BoldDesk accounts is not currently supported.
If you need to consolidate ticket data into a primary account, you can:
- Export tickets from the existing account.
- Import the exported data into the target account.
The import process supports:
- Ticket title
- Ticket description
- Custom field values
- Contacts
- Contact groups
The following data cannot be imported:
- Ticket comments
- Attachments
- Internal notes
- Activities
- Conversations
- Other historical records
For detailed instructions, explore
After consolidation, you can manage all departments from a single BoldDesk account while continuing to maintain separate brands, support email addresses, workflows, and reporting structures where applicable.
If preserving ticket conversations is important, you can use the BoldDesk APIs to extract data from existing accounts and migrate it through a custom implementation.
Frequently Asked Questions
-
Can the same portal subdomain be used in two BoldDesk accounts at the same time?
No. A portal subdomain can be associated with only one BoldDesk account at a time. To reuse a subdomain in a unified account, rename the portal in the original BoldDesk account to release the subdomain first. -
Does BoldDesk support direct migration between two BoldDesk accounts?
No. Direct account-to-account migration is not supported. Export/import is the supported approach when tickets must be consolidated. -
What ticket information is not preserved when using export/import into the unified account?
Ticket comments, attachments, activities, conversations, and other related historical records cannot be imported through the Import Data feature. -
If the brand support email address is not created automatically, what should administrators do?
Create the support email manually for the affected brand after assigning the subdomain in the unified account. -
After creating brands in the unified account, do administrators need to recreate automations and fields?
Yes. Recreate required custom fields, ticket forms, automations, and other configurations within each brand to match the prior setup. -
Can the Categories approach provide separate portal URLs for each department?
No. The Categories approach keeps requests within a single portal and does not create separate department URLs. -
How can teams produce department-specific reporting without brands?
Use Advanced Filters and saved views to filter tickets by Category and/or Ticket Form, then build department-level reporting from those filtered sets. -
How can ticket conversations be preserved during consolidation?
Use a custom implementation with the BoldDesk APIs to extract conversations from existing BoldDesk accounts and migrate them into the unified account.
Related Articles
- How to Manage Multiple Brands in BoldDesk
- How to Change or Rename BoldDesk Subdomain
- How to Export Tickets From the Agent Portal
- How to Import Tickets in BoldDesk
- How to Configure and Manage the Category Field in BoldDesk Tickets
- Dynamically show or hide fields in form using field display conditions
- How to Set Up Multiform Feature in BoldDesk Ticket Forms
