Get started with BoldDesk

Welcome to BoldDesk

BoldDesk is a HelpDesk Software that helps you raise tickets and clear your issues. Before getting started, make sure you have set up your BoldDesk site.

In this article, you’ll learn how to start using BoldDesk to create tickets.

Things to know

Before you jump into the tasks ahead, here are some helpful things to know.

• BoldDesk is a web-based application that works in most web browsers, which means you don’t need to download or install any software on your computer. To ensure BoldDesk works properly in your browser, you should enable cookies, pop-ups, and JavaScript.
• It’s important to note that when you create a BoldDesk account, you should agree to comply with our Terms of Use.
• Offered a number of online resources to provide help and insights into the tools and features. Check out the searchable Knowledge Base if you want to learn how the feature works, or if you run into any trouble.

Create a Ticket

A ticket is an issue that you create through email to a support help center. In BoldDesk, most users start with a regular email ticket.

The following are different ways of creating a ticket:

1. Creating tickets via email.
2. Creating tickets via the customer portal.
3. Creating tickets via the agent portal.

Create Ticket via Email

To create a ticket via email, follow the given steps.

1. Open your client email.
2. Compose an email and send it to your support address. (eg: support@yoursubdomain.bolddesk.com)
   Refer to this guide for finding your instance support email address.

After sending an email, a support request is logged, and you will receive an acknowledgment email with a link confirming that your ticket is created. You can follow up in email or open a ticket link received in the email of the support help center to reply to a ticket.

Creating tickets via the customer portal

You can create a ticket via the customer portal. Follow these steps to create a ticket:

1. Open the customer portal.
2. Click the Create Ticket button.
3. Fill out the form and click Create, a ticket will be created.

4. After a ticket is created, it will be listed on the customer portal home page.

Creating tickets via Agent Portal

You can also create a ticket via the agent portal. Follow the given steps to create a ticket:

1. Open the agent portal.
2. Click the Create Ticket button.
3. Fill out the form and click Create, a ticket will be created.

4. After a ticket is created, it will be listed on the agent portal ticket module.

Replying a ticket

Agents can reply to a ticket via the agent portal and customers can reply via the customer portal or email. For more details, refer to this article.

Working with tickets

Check out the articles under this section for more details on working with tickets. You will be provided with some valuable resources to use while working.