The onset of the new year means the start of a new chapter! 2023 will always hold a special place in our memory due to the remarkable productivity of our BoldDesk team.
In dynamic environments that require flexibility, creativity, and a steadfast dedication to fulfilling customer needs, BoldDesk remains a vital solution, constantly pushing the boundaries of what is expected from help desk ticketing software.
In 2023, BoldDesk continued to evolve, introducing new functionalities and enhancements to help organizations manage their customer support more efficiently while integrating more advanced features and adapting to the changing needs of businesses.
From product enhancements to community engagement, this year has been marked by significant strides that have not only elevated the BoldDesk experience but have also left a lasting impact on businesses relying on it.
We’ve incorporated enhancements that align with our customers’ preferences, improved the level of our product by focusing on reinforced security and better performance, and implemented innovative functionalities within the BoldDesk platform.
Join us as we look back at all the changes to BoldDesk in 2023, encompassing everything from the rollout of new updates to significant improvements.
| Artificial intelligence |
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| Ticketing system |
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| Activity module |
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| Knowledge base |
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| Mobile application |
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| Integrations |
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| Reports and analytics |
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Artificial intelligence (AI)
In 2023, artificial intelligence (AI) continued to be a driving force across industries, with notable applications and advancements.
AI is not just a buzzword; it’s a groundbreaking advancement that is enhancing efficiency and unlocking impressive possibilities.
We incorporated AI into BoldDesk as a strategic move to maintain our customers’ competitive edge given the rapid rise of artificial intelligence within the customer service industry.
With AI seamlessly integrated into BoldDesk, we’re welcoming a wave of efficiency, responsiveness, and intelligent assistance that redefines the way you manage customer inquiries and support requests.
This integration of AI assist into BoldDesk’s customer service software and knowledge base system represents our commitment to providing innovative and efficient solutions for modern customer support challenges.
It’s a major step in creating a support ecosystem that combines the best of human expertise with the speed and accuracy of artificial intelligence.
The following are some of the notable functionalities of AI in BoldDesk:
Ticket summarization
This function streamlines agents’ workflow by offering brief overviews of customer interactions, which enhances productivity.
It contains key information such as the purpose, sentiment, and a brief overview of the conversation.
Rephrasing for error-free replies
Using the rephrase or grammar-check tools, agents can craft responses to customers that are both professional and grammatically accurate.
Multilingual support
This functionality lets agents instantly translate content within BoldDesk and communicate with customers in their preferred languages.
Knowledge base article summarization
The summary tool in the knowledge base presents users with short and to-the-point summaries of long articles to help them understand the content faster.
SEO attribute suggester for knowledge base articles
This tool is designed to boost the SEO effectiveness of your knowledge base articles.
It uses AI to examine your article’s content and creates a search-engine-optimized title and meta description to increase your organic search traffic.
AI-suggested ticket response
This functionality provides pre-written responses or templates that are automatically suggested to customer service agents based on the content of customer queries.
These suggestions aim to streamline response times, maintain consistency in communication, and improve overall efficiency.
Ticketing system with seamless approval module
In the ever-evolving scope of customer support, staying ahead means continuously innovating and enhancing the tools that empower businesses to deliver quality service.
To that end, we added features in our ticketing system over the past year that elevate your support experience, streamline operations, and ensure that you provide unparalleled service to your customers.
Some of the impressive updates and new features are:
Multilingual support for tickets
In the global business environment, the ability to provide customer support across multiple languages is essential for reaching a wider audience and ensuring customer satisfaction.
We expanded the accessibility of BoldDesk to a broader audience by incorporating additional languages, bringing the total number of supported languages to 26.
This advancement allows customers to interact with BoldDesk using the language they are most comfortable with.
Ticket approvals module
The ticket approval functionality allows agents to generate requests for approval within the context of a ticket.
Forward tickets to external users
The ticket forwarding function lets customer service representatives forward help desk inquiries to other agents, customers, or third-party vendors.
Ticket count widget in customer portal
We also added a new count widget to the ticket module within the customer portal to allow customers to view the total tickets, as well as the number of pending and resolved tickets.
Activity module to enhance productivity
The activity module was developed to boost agents’ efficiency and enhance ticket resolution speed by dividing the steps needed to solve a problem into more manageable, smaller tasks.
The following are the notable updates to the module:
Worklog option
The activity module has been updated to include the worklog functionality.
Worklogs offer valuable information that can enhance the efficiency of time management, the distribution of resources, and the strategizing of project schedules.
Webhook support to enhance functionality
Activity events are now incorporated into webhooks, allowing immediate data transfer from the activity module to third-party applications.
Addition of custom activity types
Users can add new, custom activity types in the admin module’s activity fields. The latest update enables users to add up to ten custom activity types.
Save activity filters as views
This update allows users to save activity filters as views, like ticket filters, for improved organization and monitoring of activities.
Addition of email delivery logs
The delivery logs functionality, previously included in the ticket module, has been included in the activity module.
This functionality offers a comprehensive overview of all email interactions and a record of each activity.
Knowledge base with multilanguage capabilities
For information management in businesses, a robust knowledge base serves as the fundamental building block for efficient customer support and seamless internal collaboration.
At BoldDesk, we believe that knowledge is a dynamic force that drives success.
With this year’s new features and updates, our knowledge base software helps you build more than just a repository of information, it helps you build an invaluable tool that empowers your business.
Here are some of the major updates:
Enhanced search functionality
We enhanced the processing of search queries and the ranking of search results to increase the effectiveness and efficiency of the search feature.
Multilingual support
We enhanced the communication and information sharing capabilities of the BoldDesk knowledge base platform by introducing multilingual support.
Additionally, knowledge base content can be created in various languages, promoting a more customized and accessible experience for users.
Access restrictions
The visibility of the knowledge base portal can be limited to specific users. Access can now be granted to all users or solely to logged-in users.
Bulk restoration of deleted articles
We rolled out a new bulk restoration feature, enabling the simultaneous revival of multiple deleted knowledge base articles.
This innovation significantly cuts down on the time and effort required to recover numerous articles.
Bulk permanent deletion of articles
This new functionality allows users to permanently remove knowledge base articles in bulk, streamlining the process and cutting down the time and effort required to delete numerous articles simultaneously.
Introducing the BoldDesk mobile application
We have launched a mobile application integrated with the BoldDesk platform. This announcement indicates that users can now access BoldDesk services or features through a dedicated mobile application.
This year, we reached a huge milestone for BoldDesk’s convenience and connectivity: our brand-new mobile application!
This application redefines the way you engage with BoldDesk services on the go. It boasts a sleek and intuitive design, ensuring that every interaction feels natural and effortless.
Navigating through the application is a visually pleasing experience, setting the stage for an enjoyable journey from the moment you launch it.
Here are some of the app’s notable features:
Activity module to boost user engagement
The activity module, once solely available on the web version of the agent portal, is now integrated into the BoldDesk mobile application.
With it, agents can track and manage their activities on the go, with the added convenience of receiving real-time notifications directly on their mobile devices.
Improved user interface for the switch account feature
The user interface of the switch account function was improved, ensuring a smoother and more visually attractive user experience.
New third-party integrations
Enhancing the efficiency of the support process is crucial, and incorporating external applications plays a significant role in this.
BoldDesk customer service software simplified the way support teams manage and engage with their tasks by introducing these new capabilities on top of the previous integrations:
OneDrive integration
BoldDesk added integration with OneDrive, allowing users to explore and attach files directly from OneDrive.
Microsoft Teams integration
BoldDesk implemented integration with Microsoft Teams, providing users with a streamlined and robust platform designed to enhance communication.
Users can receive many essential BoldDesk notifications through Teams, such as the creation of new tickets, ticket updates, notes added to tickets, and more.
Azure DevOps integration
Incorporating Azure DevOps lets the support team and product engineers work together more effectively and remain up to date with the current progress of tasks.
Jira integration
Users are now able to generate Jira issues directly within BoldDesk. This new functionality supports the automatic association of Jira issues with corresponding tickets.
Slack integration
Linking BoldDesk with Slack allows users to get real-time alerts directly in their conversations and group spaces for any new or modified tickets, additional responses, or various activities happening on the BoldDesk platform.
Shopify integration
The integration with Shopify has been upgraded to enable direct cancellation and refunding of orders through BoldDesk.
Reports and analytics with advanced features
At BoldDesk, we understand that reports and analytics continues to be the backbone of businesses, providing actionable insights that drive strategy and growth.
As we made modifications to this feature, our goal was to empower organizations with the tools they required to extract meaningful insights and drive success.
The future of data awaits, and with these advancements, businesses can navigate it with confidence, agility, and a clearer vision than ever before. Let’s dive into the latest major updates:
Agent performance dashboard
The agent performance monitoring dashboard tracks and analyzes the output of individual agents and groups.
The display includes visualized representations of data derived from ticket and message metrics, CSAT scores, cumulative time spent on tickets, and SLA performance statistics, all over a specified time period.
Contact performance dashboard
This dashboard is useful for monitoring and examining customer-generated inquiries and updates.
It presents visualizations derived from CSAT scores, ticket statistics, and SLA statistics for breached tickets over a specified period.
Worklog report
A worklog report combines all recorded work entries from tickets into a single location.
It allows for a complete overview of the work logged by agents, including both billable and non-billable time.
Ticket conversation report
The ticket conversation report is designed to monitor and evaluate interactions occurring within tickets.
It delivers insight into the dialogues between customers and support representatives, presenting an effective method for reviewing these communications.
The report showcases statistics, such as the number of:
- Unique tickets
- Contact updates
- Agent updates
- Unique agents
New feedback portal: Share your thoughts and make a difference
As a forward-thinking company, we are continuously seeking ways to enhance our service and ensure our clients are receiving fulfilling interactions.
We unveiled a fresh feedback portal within BoldDesk to simplify the process for you to share your insights and suggestions on how we can improve your experience with BoldDesk.
BoldDesk achievements and recognitions
BoldDesk has expanded its global presence in 2023, reaching new markets and connecting with more businesses around the world.
In our journey this year, we were able to achieve the following:
- BoldDesk earned the Crozdesk’s Quality Choice Award and Happiest Users Award.
- BoldDesk became SOC 2® Type 2 compliance certified.
- BoldDesk was recognized as a high performer in the G2 Summer 2023 Grid® Report.
- BoldDesk won a 2023 Rising Star Award from FinancesOnline.
In addition to these accomplishments, BoldDesk achieved top 5 ranking on Product Hunt.
We were excited to announce that BoldDesk made its debut on Product Hunt on December 11, 2023, and earned the remarkable fifth spot on its top products launching that day.
This achievement is a testament to our commitment to excellence, innovation, and empowering businesses with cutting-edge solutions.
What exciting plans do we have for 2024?
As we turn the page on 2023, the future looks even more promising for BoldDesk.
With a solid foundation of innovation, user-centric design, and a commitment to customer success, the platform is guaranteed to continue leading the way in revolutionizing customer support.
We’re excited to continue pushing boundaries, innovating, and empowering businesses to deliver exceptional customer service in 2024 and beyond.
Stay tuned as we pave the way for an even more exciting and impactful future with the following features for our upcoming releases:
- Live chat module
- Instant messaging integration with WhatsApp, Facebook, and X (Twitter)
- Custom reports
Summing up BoldDesk in 2023
BoldDesk’s 2023 was a year of evolution, growth, and customer-centric advancements.
We want to express our gratitude to the BoldDesk community for its continuous support and engagement. Here’s to another year of bold strides, growth, and transformative excellence in customer support!
The journey so far has been incredible, and we are excited about what the future holds.
As you know, we’re always striving to improve, and your feedback is invaluable to us.
Whether you’ve got a suggestion, encountered an issue, or simply want to share your thoughts, we want to hear from you.
Your feedback is crucial in helping us understand what we’re doing well and where we can make improvements.
Register a BoldDesk account to start consistently delivering outstanding support to your customers.
Reach out to our support team to arrange a live demo. Alternatively, you can begin a 15-day free trial.
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