Side Threads enable agents to collaborate privately on ticket-related matters without exposing internal discussions to customers. They help teams gather input, coordinate resolutions, and work with other agents or departments directly within the ticket, eliminating the need to switch tabs, applications, or screens.

You may encounter errors when Side Threads are disabled, the required permissions are unavailable, the Microsoft Teams integration is not configured or accessible, or the selected Side Thread cannot be accessed.

This article describes common Side Thread errors in BoldDesk and explains how to troubleshoot issues related to creating, accessing, viewing, and updating Side Threads.

For general setup and usage instructions, learn more on:

• Getting Started with Side Threads in BoldDesk
• Configuring Side Thread Settings in BoldDesk
• Managing Side Threads in BoldDesk
• Microsoft Teams Integration for Side Threads in BoldDesk

Prerequisites

Before troubleshooting, ensure that:

• The BoldDesk subscription supports Side Threads.
• Side Threads are enabled in the Agent Portal settings.
• The agent has permission to view or manage Side Threads.
• The ticket still exists and is accessible to the agent.
• Microsoft Teams is installed, authorized, and active when it is used as the Side Thread communication channel.

Identify the Error

Use the following table to identify the error and its likely cause.

Resolve Side Threads Is Not Enabled

This error occurs when an agent attempts to use Side Threads while the feature is disabled.

To enable Side Threads:

1. Go to Admin → Agent Portal Settings → Side Threads.
2. Enable Side Threads.
3. Select Update to save the configuration.
4. Return to the ticket and retry the operation.

If Side Threads must also communicate through Microsoft Teams, enable the Microsoft Teams option on the same settings page.

If the feature remains unavailable after it is enabled, verify that:

• The subscription includes Side Threads.
• The agent has the required Side Thread permissions.
• The agent has access to the applicable ticket.

Resolve Missing Side Thread Permissions

Agents require the applicable permissions to view and manage Side Threads.

Review the following permissions:

To update the permissions:

1. Go to Admin → Roles & Permissions.
2. Open the agent’s assigned role.
3. Locate the Side Threads permissions.
4. Enable the permissions required for the agent’s responsibilities.
5. Save the role.
6. Ask the agent to retry the operation.

Resolve Microsoft Teams Is Not Enabled

Microsoft Teams support must be enabled before agents can send Side Thread conversations to Teams.

To enable the channel:

1. Go to Admin → Agent Portal Settings → Side Threads.
2. Enable the Microsoft Teams option.
3. Select Update.
4. Confirm that the Microsoft Teams app is installed and active.
5. Return to the ticket and retry the operation.

If the setting is enabled but Teams remains unavailable, review the integration configuration and authorization.

Resolve Teams Not Installed

The Teams not installed message appears when Microsoft Teams is required for the Side Thread operation but is not connected to BoldDesk.

To resolve the error:

1. Go to Admin → Marketplace.
2. Locate the Microsoft Teams app.
3. Install the app.
4. Complete the authorization process.
5. Configure the required Microsoft Teams account, team, and channel access.
6. Confirm that the integration is active.
7. Retry the Side Thread operation.

For complete setup instructions, refer to Microsoft Teams Integration for Side Threads in BoldDesk.

Resolve Microsoft Teams Authorization Errors

The Microsoft Teams integration can stop working when its authorization expires, is revoked, or no longer has access to the required team or channel.

Verify that:

• The Microsoft account used for authorization remains active.
• The integration has not been removed from Microsoft Teams.
• The authorized account can access the selected team and channel.
• The team or channel has not been deleted or renamed.
• The BoldDesk app remains active.
• The required Microsoft permissions remain available.

If authorization is invalid:

1. Open the Microsoft Teams app configuration in BoldDesk.
2. Select the available reauthorization option.
3. Sign in using the correct Microsoft account.
4. Approve the requested permissions.
5. Confirm that the required teams and channels are available.
6. Retry the Side Thread operation.

Resolve Side Thread Does Not Exist or Cannot Be Accessed

This error occurs when the requested Side Thread cannot be found or the agent cannot access its related ticket or communication channel.

Verify the following:

If the Side Thread was deleted, it cannot be opened or updated. Create a new Side Thread when another internal discussion is required.

Resolve Invalid Side Thread Channel Type

This error occurs when the operation references a channel type that is not supported or is not configured.

To resolve the error:

1. Confirm that the selected Side Thread channel is supported.
2. Confirm that the corresponding app is installed and authorized.
3. Confirm that Microsoft Teams support is enabled in the Side Threads settings.
4. Select an available team and channel.
5. Retry the operation.

Resolve an Empty Message Error

A Side Thread or reply must contain message content.

To resolve the error:

1. Enter a subject when creating a new Side Thread.
2. Enter the required message or description.
3. Remove unsupported or empty formatting.
4. Confirm that the editor contains visible content.
5. Retry the operation.

If the error appears even though text is visible:

• Remove empty lines and formatting.
• Retype part of the message manually.
• Confirm that the content is not composed only of unsupported embedded elements.
• Refresh the ticket and retry.

Resolve Required App Is Not Installed or Authorized

This error occurs when Side Threads depend on an app that has not been installed or fully authorized.

To resolve the error:

1. Go to Admin → Marketplace.
2. Locate the required app.
3. Install the app if it is not installed.
4. Complete the authorization process.
5. Configure the required account and access.
6. Confirm that the app is active.
7. Retry the Side Thread operation.

For Microsoft Teams, confirm that the authorizing account can access the team and channel selected for the Side Thread.

Resolve Required App Is Inactive

This error occurs when an installed app is currently inactive.

To reactivate the app:

1. Go to Admin → Marketplace → My Apps.
2. Open the required app.
3. Review its authorization and configuration.
4. Select the available Activate option.
5. Confirm that the app displays an active status.
6. Retry the Side Thread operation.

If the app cannot be activated, reauthorize it and verify that the connected account still has the required permissions.

Resolve Team or Channel Is Unavailable

A previously available Microsoft Teams destination can become unavailable when the team or channel is deleted, renamed, archived, or made inaccessible to the authorized account.

To resolve the issue:

1. Sign in to Microsoft Teams.
2. Confirm that the required team still exists.
3. Confirm that the channel still exists and is active.
4. Confirm that the account connected to BoldDesk can access the team and channel.
5. Return to BoldDesk.
6. Refresh the available team and channel information.
7. Select an active destination.
8. Retry the Side Thread operation.

If the required destination was deleted, select another active channel or recreate the channel in Microsoft Teams before retrying.

Resolve Side Thread Limits

Side Threads have limits that depend on the supported plan and current product configuration.

The documented limits include:

If the ticket or Side Thread reaches its limit:

• Create no additional Side Threads after the ticket reaches its maximum.
• Use another existing Side Thread when the discussion belongs to the same topic.
• Close completed Side Threads to keep the list organized.
• Create a new ticket when a separate support workflow is required.

Resolve Side Thread Action Failed

A generic Side Thread action failed error can occur because of:

• A temporary connection issue.
• Missing agent permissions.
• An inactive or unauthorized app.
• An inaccessible ticket.
• An unavailable Microsoft Teams channel.
• A deleted Side Thread.
• Invalid or incomplete message content.
• A product limit.
• A failure returned by the connected application.

First, retry the operation once.

If the error continues:

1. Confirm that Side Threads are enabled.
2. Confirm that the agent has the required permissions.
3. Confirm that the ticket and Side Thread are accessible.
4. Confirm that the connected app is installed, authorized, and active.
5. Confirm that the selected Microsoft Teams team and channel are available.
6. Confirm that the message is not empty.
7. Confirm that the Side Thread limits have not been reached.
8. Review the associated integration failure logs.
9. Retry the operation.

Do not repeatedly retry the same action when the connected app continues returning an error. Correct the configuration or access issue first.

Review Integration Failure Logs

If the Side Thread operation continues to fail:

1. Go to Admin → Audit Logs.
2. Open Integration Failure Logs.
3. Filter the logs for the affected application and failure period.
4. Review the operation, error details, related record, and failure time.

Look for:

Use the log details to correct the connected app, permissions, or destination configuration.

Collect Information for Further Investigation

If the error continues after completing the applicable troubleshooting steps, collect the following information:

Share the information with BoldDesk Support through the approved support channel.

Frequently Asked Questions

1. Why Is the Side Threads Icon Missing?
   Verify that:

   • The subscription supports Side Threads.
   • Side Threads are enabled under Admin → Agent Portal Settings → Side Threads.
   • The agent’s role includes the required Side Thread permissions.
   • The agent can access the ticket.

2. Why Is Microsoft Teams Unavailable as a Side Thread Channel?
   Confirm that:

   • The Microsoft Teams app is installed.
   • The app is authorized and active.
   • Microsoft Teams support is enabled in the Side Threads settings.
   • The connected account can access the required team and channel.

3. Can a Deleted Side Thread Be Reopened?
   No. A deleted Side Thread cannot be reopened. Create a new Side Thread when another discussion is required.
   A closed Side Thread can be reopened by an agent with the required permissions.

4. Why Can I View a Side Thread but Not Reply?
   The agent may have View Conversations permission without Add Reply permission.
   Ask an administrator to review the agent’s role under Admin → Roles & Permissions.

5. Why Can Another Agent Access a Side Thread That I Cannot Access?
   The other agent may have different:

   • Ticket access
   • Brand access
   • Group access
   • Side Thread permissions
   • Connected app visibility
   • Microsoft Teams permissions

   Review the affected agents’ roles and ticket access.

6. Why Are Microsoft Teams Replies Not Appearing in BoldDesk?
   Verify that:

   • The Teams integration remains active and authorized.
   • The selected team and channel still exist.
   • The connected account can access the channel.
   • No integration failures appear in Admin → Audit Logs → Integration Failure Logs.

7. Can I Create More Than One Side Thread for a Ticket?
   Yes. A supported ticket can have multiple Side Threads, subject to the current plan and product limits.

Related Articles

1. Getting Started with Side Threads in BoldDesk
2. Configuring Side Thread Settings in BoldDesk
3. Managing Side Threads in BoldDesk
4. Microsoft Teams Integration for Side Threads in BoldDesk