How to Use Quick Actions on the Ticket List Page in BoldDesk
Quick actions allow agents to perform common ticket operations directly from the ticket list page without opening the ticket. These actions are available in both card and grid views and help agents complete routine ticket-management tasks more efficiently.
In card view, agents can also update selected ticket properties directly from the ticket card. The available quick actions and editable properties depend on the permissions assigned to the agent’s role.
Available Quick Actions
The following quick actions are available from the ticket list page:
| Quick Action | Description |
|---|---|
| Log Work | Adds a worklog entry to record the time spent working on the ticket. |
| Add Private Note | Adds an internal note that is visible only to agents with access to the ticket. |
| Update Tags | Adds tags to or removes tags from the ticket. |
| Summarize | Generates an AI-powered summary of the ticket conversation. |
| Preview | Opens a preview of the ticket without leaving the ticket list page. |
| Delete | Moves the ticket to the deleted tickets list. |
The quick actions available to an agent may depend on the agent’s role permissions, access to the selected ticket, and enabled BoldDesk features.
Access Quick Actions in Card View
In card view, quick actions are available from the More options menu in the upper-right corner of each ticket card.
To access quick actions in card view:
-
Go to the Tickets module.
-
Open the required ticket view.
-
Ensure that the ticket list is displayed in card view.
-
Locate the ticket you want to update.
-
Click the More options icon in the upper-right corner of the ticket card.
-
Select the required action:
- Log Work: Use Log Work to record the time spent working on a ticket without opening the ticket details page.
- Add Private Note: Use Add Private Note to add internal information to a ticket without opening the ticket details page.
- Update Tags: Use Update Tags to add tags to or remove tags from the selected ticket.
- Summarize: Use Summarize to generate an AI-powered summary of the selected ticket without opening the complete ticket conversation.
- Preview: Use Preview to review ticket information without leaving the ticket list page.
- Delete: Use Delete to remove a ticket from the active ticket list.
-
Enter the required information and save the changes, if applicable.
Access Quick Actions in Grid View
In grid view, quick actions are available from the More options menu at the end of each ticket row.
To access quick actions in grid view:
-
Go to the Tickets module.
-
Open the required ticket view.
-
Switch the ticket list to grid view.
-
Locate the ticket you want to update.
-
Click the More options icon at the end of the ticket row.
-
Select the required action:
- Log Work: Use Log Work to record the time spent working on a ticket without opening the ticket details page.
- Add Private Note: Use Add Private Note to add internal information to a ticket without opening the ticket details page.
- Update Tags: Use Update Tags to add tags to or remove tags from the selected ticket.
- Summarize: Use Summarize to generate an AI-powered summary of the selected ticket without opening the complete ticket conversation.
- Preview: Use Preview to review ticket information without leaving the ticket list page.
- Delete: Use Delete to remove a ticket from the active ticket list.
-
Enter the required information and save the changes, if applicable.
Update Ticket Properties Inline in Card View
Card view allows agents to update selected ticket properties directly from the ticket card without opening the ticket details page.
The following ticket properties support inline updates in card view:
| Ticket Property | Description |
|---|---|
| Category | Changes the category assigned to the ticket. |
| Assignee | Changes the agent or group responsible for the ticket. |
| Priority | Changes the urgency assigned to the ticket. |
| Resolution Due | Changes the date and time by which the ticket should be resolved. |
| Status | Moves the ticket to another available ticket status. |
To update a ticket property inline:
-
Go to the Tickets module.
-
Open the required ticket view.
-
Ensure that the ticket list is displayed in card view.
-
Locate the ticket you want to update.
-
Click the applicable property on the ticket card.
-
Select or enter the new value.
-
Save or apply the change, if prompted.
If an agent does not have permission to edit a ticket property, the inline editing option for that property may not be displayed.
Troubleshooting
The Delete Option Is Not Displayed
The agent may not have permission to delete tickets. Review the permissions assigned to the agent’s role.
Inline Editing Is Available in Card View but Not Grid View
Inline property editing is available from the ticket card in card view. Open the ticket details page to update properties that cannot be edited directly from grid view.
Frequently Asked Questions
-
What quick actions are available from the ticket list page?
The available quick actions include Log Work, Add Private Note, Update Tags, Summarize, Preview, and Delete. -
Can I edit ticket properties directly from the ticket list?
Yes. In card view, you can edit supported properties such as Category, Assignee, Priority, Resolution Due, and Status. -
Can I add or remove tags from the ticket list page?
Yes. Open the ticket’s More options menu and select Update Tags.
