• PUBLIC
  • PRIVATE
  • HUMAN
  • SYNCED

How to respond to customer tickets with your AI

Connect BoldDesk to your AI client to handle ticket communications without switching tabs. You just tell your agent what to say, and it handles the rest.

Ask AI about this page

Short answer

How can I use my AI to reply to BoldDesk tickets?

You can instruct your AI to send public replies to customers or post private internal notes for your team. This allows you to manage ticket updates through a single chat interface. You'll see exactly how this works below.

Where updates land.

Communication outcomes.

Your AI directs information to specific parts of the ticket based on your instructions.

PUBLIC

Customer replies

When you tell your AI to answer a user, it sends a message directly to the ticket thread. The customer sees this as a standard response.

PRIVATE

Internal notes

If you need to leave a comment for your teammates, your AI adds a private note. These stay hidden from the customer.

HUMAN

Manual review

If a request is too complex or requires a tone you haven't defined, you handle the ticket manually in BoldDesk as usual.

SYNCED

Live updates

Every action your AI takes is reflected immediately in the BoldDesk interface. Your ticket history stays current and accurate.

The workflow

What your AI does when you send a command.

The AI translates your plain English instructions into specific BoldDesk actions.

  1. Analyze request

    Your agent reads your message to determine if you want to talk to the customer or just leave a note for your team.

    reply_to_ticketadd_ticket_note

  2. Draft the reply

    The AI uses your instructions to write a response that matches the context of the existing conversation.

    reply_to_ticket

  3. Log internal context

    If you ask to leave a note, the AI writes that information into the ticket's private log.

    add_ticket_note

  4. Execute the update

    The AI sends the final text to BoldDesk, completing the task you requested.

    reply_to_ticketadd_ticket_note

Try it

Copy these to start.

Use these prompts to trigger actions in BoldDesk immediately.

Starting points

These are basic templates. Swap out the ticket IDs or specific details to match your actual conversation.

BoldDesk Connector

You're all set. Choose your MCP client and follow the setup instructions.

Connector linkhttps://edge.vinkius.com/vk_preview_BZjBIH0qqHSjdrsL1Yr17YT1IPYbZzxY9JybUlWw/mcp

Claude Desktop

Follow the steps below to connect in seconds.

  1. 1In Claude Desktop, open Settings → Connectors.
  2. 2Click “Add custom connector” and paste the connector link above as the remote MCP server URL.
  3. 3Click Add and start a new chat — BoldDesk capabilities are ready to use.
Configuration · claude_desktop_config.jsonCopy
{
  "mcpServers": {
    "bolddesk-mcp": {
      "url": "https://edge.vinkius.com/vk_preview_BZjBIH0qqHSjdrsL1Yr17YT1IPYbZzxY9JybUlWw/mcp"
    }
  }
}
Copy into chat04

  • Reply to ticket 12345 saying we are looking into the shipping delay.

  • Add a private note to ticket 98765 stating that the customer is a VIP.

  • Send a public reply to ticket 55443 asking for a screenshot of the error.

  • Leave an internal note on ticket 11223 that this issue is resolved.

  • Claude
  • ChatGPT
  • Cursor
  • VS Code
  • Windsurf
  • Claude Code
  • JetBrains
  • Cline

Start here

Connect BoldDesk once, then ask.

Follow the link to authorize the connection. Your credentials stay encrypted and secure, and you can find the full list of available tools on the main Connector page.

Connect BoldDesk to your AI

FAQ

How the BoldDesk Connector behaves

  • 01

    Can the AI delete tickets?

    No. The AI can only send replies or add notes. It cannot delete or archive tickets.

  • 02

    Will customers see my internal notes?

    No. Internal notes are sent as private updates and are only visible to your team in BoldDesk.

  • 03

    Does the AI decide when to reply?

    No. The AI only acts when you explicitly give it a command to do so.

  • 04

    Can I edit a reply after the AI sends it?

    Yes. You can always go into BoldDesk and manually edit or delete any message the AI has sent.

  • 05

    Can the AI change ticket status?

    No. This Connector is limited to sending replies and adding notes.

  • More questions about BoldDesk? See everything the BoldDesk Connector can do

Connect BoldDesk to Claude, Cursor, ChatGPT & more