BoldDesk® in 2024: Redefining Innovation and Reliability

2024 has been nothing short of extraordinary here at BoldDesk®. It has been an exceptional year that has solidified our place as a top help desk software provider and a brand committed to offering our customers the best.

We started the year with momentum and have climbed even higher, thanks to the tremendous support we’ve received every step of the way. We introduced features such as omnichannel support, live chat, and new integrations. We also received prestigious awards from G2.

At BoldDesk®, the possibilities are limitless, and the future only promises more growth. Let’s look at how we thrived, outpaced our competitors, and your vital role in making it all possible.

New features for BoldDesk® in 2024

Following are the key features brought to you in 2024 for our customer service software that enhance the overall support experience and agent productivity.

Real-time communication with live chat

Gone are the days of long queues, waiting on hold, or visiting in person for customer service. With live chat software, agents can provide real-time support, making the experience fast. If an agent is unavailable, messages are automatically converted into tickets that can be easily followed up on and addressed. Following are more details on the updates to our live chat module in 2024.

Reduced clutter with custom in-app notifications

First and foremost, agents can manage alerts based on their priorities, allowing them to only receive notifications for the events they deem important, through the custom-in app notifications feature.

Enhanced ticket handling with custom offline form integration

We’ve added custom offline forms for customers to complete when agents are offline. These forms capture all the necessary information, allowing agents to follow up efficiently once they return to the office.

Check the live status of users

To further enhance the experience, you can now check the real-time availability of users, eliminating the need to click through conversations to see if an agent or customer is online.

Better security with IP blocking for live chat widget

Above all else, we place a lot of emphasis on the security of your live chat. That is why we have included this IP blocking feature to help users shut out suspicious IP addresses or networks, helping protect your live chat against potential threats.

Strong first impressions with profile images

Agents and customers can upload profile images, building familiarity and making conversations feel more personalized.

Personalized chatbot interactions with custom names and avatars

Chatbot interactions are now more human-like with the option to name your chatbot and give it an avatar.

Configuration of fields in chat conversations

We’ve simplified the process of collecting and organizing data from chat conversations using custom fields. Add or remove fields based on the information you need to gather.

This feature helps agents collect and organize data more efficiently, filter it, and reduce clutter, improving workflows.

Chat management settings in the agent portal

Chat conversations can now be automatically assigned to agents, ensuring inquiries don’t get lost in the ether. The updated agent portal makes it easy to manage these assignments.

Easier internal communication with inbound email support

We’ve simplified internal tracking and communication by ensuring users can post email replies directly in ongoing conversations. This means you no longer have to create a separate ticket for this, thus making support via emails more convenient.

Obtain KB user ratings and feedback

To improve the accuracy and relevance of the content in KB articles, users have the option of sharing their thoughts by providing feedback and ratings on the articles through chat.

Omnichannel support

Previously, we offered our customers a multichannel support feature that allowed customers to communicate with agents via different channels. Now, we have upgraded our services to an omnichannel support system. This is a unified inbox where agents receive and respond to all customer requests regardless of the communication channel they use. This means agents no longer have to shift between communication platforms to respond to customers, making them more productive.

Integrations

We are thrilled to inform you that we successfully completed our WhatsApp, Facebook, and Instagram integrations. Customers can now share their concerns and receive responses directly through the communication channel they originally used to make a comment.

Additionally, users don’t have to worry about lacking an email address or internet connection with the new Twilio SMS integration. It enables users to share and receive notifications directly from BoldDesk®, enhancing real-time communication through SMS.

Maximized efficiency with third-party integrations

Our latest integrations make BoldDesk® easier to fit into your workflow. With the ability to create BoldDesk® tickets directly from Microsoft Teams, users can manage their tasks without ever leaving the app, enhancing productivity.

Earlier in the year, we introduced the HubSpot CRM integration, which allows users to share data easily between HubSpot and BoldDesk®.

To help you manage campaigns more effectively, we’ve included Mailchimp integration. Users can view campaign details, manage email lists, and add or remove subscribers from Mailchimp directly within BoldDesk®.

Additionally, we’ve added support for multiple agent configurations through Microsoft Entra ID. You can now create up to 10 unique agent roles, improving security and ensuring that tickets are handled by the right agents efficiently.

To streamline communication and make workflows smooth, we also added Ringover, Exotel, and Slack integrations.

Advanced support with artificial intelligence (AI) features

AI continues to be one of the most transformative technologies, revolutionizing workflows and becoming essential for companies worldwide. At BoldDesk®, AI plays a key role in streamlining operations and reshaping our customer support processes.

AI takes over a lot of the simple and repetitive tasks, giving agents all the time to focus on complex issues. With the AI copilot (ask AI) feature, agents can get answers to their questions directly from any page of the agent application. All they have to do is ask a question in normal language. The answers are generated directly from knowledge bases or documentation, enabling agents to resolve customer concerns quickly.

Additionally, a page for the AI copilot’s unanswered questions allows admins to review them, identifying gaps in the copilot’s resources. These gaps normally occur when knowledge base articles are not updated or there are ambiguities in the content. By identifying these gaps and resolving them, admins improve AI’s reliability and enhance overall service and resources.

For those struggling to create knowledge base articles, you can now use AI to generate accurate, detailed content in seconds, regardless of the topic.

To optimize agent productivity and streamline workflows, we also included: an AI assistant for admins, AI-powered chatbots, and AI-powered article autoreplies.

Ticketing system: Manage tickets with ease

With a focus on convenience and reliability, we’ve simplified ticket management and organization in our help desk ticketing system to provide better experiences, with several key updates. Each feature is specially designed to meet the demands of customers by streamlining workflows and improving support.

• First, agents can now conveniently transfer tickets between brands without losing any detail in the process.

• Admins can now create multiple forms for tickets directly associated with their brand.
• Also, users can now preview audio files directly in a ticket without needing to download them, saving time.
• The bulk restoration feature allows agents to restore multiple deleted tickets simultaneously, whether the tickets were deleted intentionally or accidentally.
• Furthermore, you can now share a ticket by copying and sending it to a recipient in a convenient and timely manner. This is particularly helpful for keeping records or updating relevant personnel.
• The new filter for tickets pending approval helps agents stay organized by allowing them to track tickets without opening each one individually.

• It’s now possible to attach relevant files when forwarding tickets. This is also possible in the mobile help desk.
• The advanced text editing options let agents reply with smarter and well-organized messages, including code snippets, for a richer user experience.

Knowledge base: Information at your fingertips

Knowledge is essential for guiding our actions, driving motivation, and equipping us with the skills needed to tackle everyday tasks, just like the food we eat to stay nourished. That’s why we have updated our knowledge base software to be easier to use to meet the customer demands.

To start with, the Robot.txt modifications boost SEO, improving how search engines index and crawl your KB articles, increasing their visibility.

We introduced a brand-based filter for deleted articles that saves time. So, you no longer have to waste time going through all the deleted articles one by one.

Additionally, the new article redirect rules automatically send users to the correct destination for deleted or moved links, ensuring your knowledge base stays accurate.

Furthermore, agents have the ability to insert language-specific articles in ticket replies for better communication with customers. As a result, users can access articles in their preferred languages.

We’ve also improved article sorting by popularity and engagement with features like Comment Count and View Count to highlight the most talked-about or trending articles.

Finally, we’ve introduced a new My Review view to make it easier for agents to track and follow up on articles based on their status (pending, approved, etc.). This feature helps them never miss an article so they can stay on top of their tasks.

Maximize productivity with mobile app

Customer service can be quite demanding at times, and you may be forced to provide support from the oddest places. With the following updates to the BoldDesk® mobile help desk, agents have more flexibility to work on the go for better support experiences.

First, the contact and approval modules have been redesigned with a more visually appealing and modern outlook. Users can navigate far more smoothly.

Next, agents can transfer tickets from one brand to a different one using the mobile help desk. This was previously available only on the web version.

On top of that, the custom filter settings from the BoldDesk® Activity page (previously on the web version only) allow agents to create, save, and apply their preferred filters for quick access to relevant tasks and updates.

The mobile layout has also been redesigned for easy navigation, making it simpler to find all the tools you need.

To understand the customer better and offer more personalized support, agents can view a requester’s profile and their ticket history directly from the mobile application.

Signatures are an important tradition to emphasize authenticity and approval, so we have included the agent signature support feature in the mobile app. Agents can add a saved signature to their replies to emphasize formality and professionalism.

Moreover, agents can add inline images, like photos and screenshots, to replies from the mobile app (previously web only), making replies more visual and informative.

Lastly, users will receive a real-time notification as soon as their requests are approved, ensuring they are always in the loop.

Reports: Turn data into valuable insights

Numbers are very powerful. We aim to transform the chaos of data with an essential tool that drives growth and success. Our product is the best at this because of its top-tier report and analytics system.

The ability to track and analyze metrics like average resolution time, customer satisfaction scores (CSAT), first resolution time, net promoter scores, and agent performance helps predict and shape your business’s future.

This year, we’ve added the following dashboards and features as part of the platform’s reports and analytics tools:

• Activity dashboard
• Scheduled reports enhancements
• Agent performance dashboard
• Knowledge base dashboard
• Contact performance dashboard

General

We have integrated the IMAP feature for the email updates. This allows you to synchronize personal email addresses with BoldDesk® tickets, thus ensuring you don’t miss any important emails.

Moreover, we have added a dark theme for agent portals. Agents can choose a dark theme to protect their eyes if they desire.

We have added new languages in the admin module to enhance global outreach, bringing the total number of languages supported in BoldDesk® to 28.

BoldDesk® awards and recognitions in 2024

We’ve gone from strength to strength, reaching new heights, and have been recognized with awards along the way. BoldDesk® was recognized as a leader in various categories by G2. Here is a complete list of our recognitions this year:

• The Business Intelligence Group’s Excellence in Customer Service Award
• BoldDesk® Earns G2’s Leader and High Performer Badges in Spring 2024
• BoldDesk® Earns G2’s Leader, High Performer, and Users Love Us Badges in Winter 2024
• BoldDesk® recognized as a High Performer, Momentum, Small Business Leader in G2 Summer 2024 Reports

These achievements indicate our steady growth in this industry. We have nothing but gratitude for your support in making this possible, and we look forward to convincing you every day of our commitment to your satisfaction.

What to expect in 2025

Our 2025 plan is packed with exciting new updates to revolutionize your experiences. Complete details are in our road map. The following is an overview of what we’ve planned for you in 2025.

BoldDesk® recap in a nutshell (2024)

Over the past 12 months, the BoldDesk® team has been dedicated to seeking higher performance to help customers increase revenue. Because of your invaluable feedback, we have developed better features and advancements to turn BoldDesk® into your ideal help desk.

As we end the year, we want to express our gratitude for your loyalty and continued support. We assure you of our commitment to your satisfaction as we work together towards success. We hope you continue your support in the years to come.

Do you have an account with us? If not, what are you waiting for? Try out BoldDesk® today by booking a live demo or starting a 15-day free trial. If you have any questions, please reach out to our support team, and they will assist you promptly.

Related articles

• Looking Back at BoldDesk in 2022: A Year in Review
• BoldDesk 2023: Reflecting on the Year’s Updates and Achievements