How to Open and Update a Ticket in BoldDesk

The Tickets module is the primary workspace for managing customer requests in the BoldDesk Agent Portal. From the Ticket Details page, agents can review conversations, update ticket information, assign ownership, communicate with customers, collaborate with other agents, and move tickets through their lifecycle.

This article explains the standard workflow for opening, reviewing, and updating a ticket in BoldDesk.

Prerequisites

Before you begin, ensure that:

You are signed in to the BoldDesk Agent Portal.
Your role has permission to view and update tickets.
The ticket is within your assigned ticket access scope.
You understand your organization’s ticket assignment, escalation, priority, and resolution procedures.

Open and Update a Ticket

Step 1. Open the Ticket

Select Tickets from the left navigation menu.
Open the appropriate ticket view, such as:
- My Tickets
- Unassigned Tickets
- Open Tickets
- All Tickets
- A custom ticket view
Locate the required ticket using the ticket ID, subject, requester information, filters, or ticket views.
Select the ticket to open the Ticket Details page.

Before making any changes, verify the ticket ID, subject, and requester to ensure you opened the correct ticket.

Step 2. Review the Ticket and Confirm Ownership

Before taking action, review the ticket conversation, properties, attachments, previous replies, notes, and any troubleshooting already completed.

Review	Verify
Issue details, expected outcome, screenshots, attachments, and previous interactions	Ticket is assigned to the correct group and agent
Status, priority, SLA, category, type, tags, due date, and custom fields	Ownership matches the next required action
Requester and contact group information	Reassignment or escalation is required

If the ticket requires reassignment, ensure sufficient context is available for the next agent.
A reassignment note should typically include:

Issue summary
Troubleshooting completed
Key findings
Reason for reassignment
Recommended next action

Private Notes are visible only to agents with access to the ticket and are not visible to customers. Assignment can also be automated through workflows such as Update Ticket Triggers.

Step 3. Collaborate Internally

Use internal collaboration tools when assistance, escalation, or a handover is required.

Action	Purpose
Private Notes	Record investigation findings, troubleshooting results, escalation details, handover information, and internal decisions.
@mentions	Notify specific agents when their review, input, or action is required.
Watchers	Allow agents to monitor ticket activity and receive updates without becoming the assigned owner. Being added as a watcher does not grant access to tickets outside the agent’s assigned permissions or visibility scope.

Before posting a note, verify whether Private Note or Public Note is selected. Private Notes are visible only to agents, while Public Notes are visible to customers.

For detailed instructions, explore:

Step 4. Communicate with the Customer

Use Public Reply when communicating directly with customers and ensure the response is accurate, clear, and actionable.
Before posting a response, verify that it:

Addresses the customer’s question or issue.
Uses accurate and approved information.
Explains any actions already completed.
Provides clear next steps, when applicable.
Identifies who is expected to act next.

Choose the Appropriate Message Type

Message Type	Purpose
Public Reply	Sends a response to the customer and affects ticket SLA calculations.
Public Note	Adds a customer-visible update without affecting response or resolution SLA timers.

Customer notifications for Public Notes depend on whether the Ticket Public Note Added notification event is enabled.

For detailed instructions, explore:

Always review and validate AI-generated content before posting. Agents are responsible for ensuring responses are accurate, relevant, and appropriate for the customer.

Step 5. Update Ticket Properties and Status

Keep the ticket information current as the investigation progresses.

Update Ticket Properties

Review and update ticket information when necessary, including:

Status
Priority
Group
Assignee
Category
Type
Tags
Due Dates
SLA-related fields
Custom fields

Select the Appropriate Ticket Status

Choose a status that reflects the ticket’s current stage and identifies who is responsible for the next action.

Status	Typical Usage
New	Newly created ticket that has not yet been assigned.
Open	Ticket is actively being worked on.
Waiting for Customer	Additional information or action is required from the customer.
On Hold	Progress depends on another team, vendor, or dependency.
Solved	A solution has been provided and the required work is complete.
Closed	The ticket has completed the support workflow.

Do not mark a ticket as Solved or Closed until all required investigation, communication, and actions have been completed.
Your organization may use custom statuses, renamed display values, or customised status behaviour.

For detailed guidance, explore:

Step 6. Submit and Verify the Update

After saving changes, confirm that:

Replies or notes were posted successfully.
The correct message type was used.
The ticket status was updated as intended.
The assigned group and agent are correct.
Ticket properties contain the latest information.
The next action is clearly identified.
The responsible party is defined.

Final Checklist

Before leaving the ticket, confirm that:

The correct ticket was opened.
The request and conversation history were reviewed.
Ownership is correct.
Ticket properties are current.
Internal context was documented when required.
Customer communication was provided when required.
The correct message type was selected.
The appropriate ticket status was applied.
All changes were saved successfully.
The next action and responsible party are clear.

Common Mistakes to Avoid

Mistake	Best Practice
Replying Before Reviewing the Full Ticket	Review the conversation history, ticket properties, notes, attachments, and previous troubleshooting before responding.
Using the Wrong Message Type	Verify whether you are posting a Public Reply, Public Note, or Private Note.
Reassigning a Ticket Without Context	Provide sufficient context before transferring ownership to another agent or team.
Selecting an Incorrect Status	Ensure the status accurately reflects the ticket’s current stage and next owner.
Solving or Closing a Ticket Too Early	Complete all required work and communication before resolving the ticket.
Sending Unverified AI-Generated Content	Review AI-generated content for accuracy, tone, and relevance before sharing it with customers.
Not Verifying Updates After Saving	Confirm that all ticket updates were saved successfully before leaving the ticket.

Troubleshooting

Issue	Possible Cause	Resolution
I cannot open or update the ticket	Your role may not have the required permission, or the ticket may be outside your access scope.	Contact your BoldDesk administrator to verify your role permissions and ticket access.
I cannot assign the ticket to an agent	The selected agent may not belong to the assigned group, or your role may not have assignment permissions.	Verify the assigned group, confirm the selected agent belongs to that group, and verify your role permissions with your administrator.
A ticket property or action is not displayed	The field may not be included in the configured ticket form, the feature may not be enabled, or your role may not have permission to access it.	Contact your administrator to review ticket form settings, enabled features, and role permissions.
The customer can see an internal update	The update was posted as a Public Reply or Public Note instead of a Private Note.	Verify the selected message type before posting. Public Replies and Public Notes are customer-visible, while Private Notes are visible only to agents.
The ticket status changed unexpectedly	An automation rule, end-user reply, or configured closed-ticket behaviour modified the status.	Review the ticket activity, verify whether an automation rule was triggered, review the configured closed-ticket behaviour, and contact your administrator if the behaviour needs to be adjusted.

Depending on your configuration, an end-user reply to a closed ticket may reopen the ticket, create a follow-up ticket, or leave the status unchanged.

Frequently Asked Questions

Can I update a ticket without being assigned to it?
Yes, if your role permissions and ticket access scope allow access to the ticket.
For example:
- Agents with access to All Tickets can typically update any ticket within their permitted scope.
- Agents with access to specific groups can update tickets assigned to those groups.
- Agents with restricted access may only be able to update tickets assigned to them or their group.
- If you can view and edit the ticket in the Agent Portal, you can generally perform actions permitted by your role, even if you are not the currently assigned agent.
If you cannot update a ticket, contact your BoldDesk administrator to verify your role permissions and ticket access configuration.
When should I use a Private Note?
Use a Private Note for internal communication, troubleshooting results, handover information, escalation details, and other agent-only updates.
What is the difference between a Public Reply and a Public Note?
A Public Reply is used for customer communication and affects SLA calculations, while a Public Note provides a customer-visible update without affecting response or resolution SLA timers.
Can I mention another agent in a ticket?
Yes. Use @mentions in notes to notify specific agents when their assistance or input is required.
Can ticket assignments be automated?
Yes. Assignments can be performed manually or through automation such as Update Ticket Triggers and other workflow configurations.
What are Watchers used for?
Watchers allow agents to monitor ticket activity and receive visibility into ticket progress without becoming the assigned owner. They are useful for escalations, cross-functional reviews, and collaborative investigations.

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