2024 has been nothing short of extraordinary here at BoldDesk. It has been an exceptional year that has stamped 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.
Starting off by introducing new product updates such as omnichannel, live chat, and different integrations, we have also received prestigious awards from G2, cementing our place in the help desk software industry.
At BoldDesk, the possibilities are limitless, and the future only promises more significant growth and success. Let’s look at how we thrived, outpaced our competitors, and your vital role in making it all possible.
A summary of the new and updated features for BoldDesk in 2024
Below are the key features we updated and included in our customer service software to enhance the overall support experience and agent productivity for businesses of all sizes.
| Live chat |
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| Omnichannel support |
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| Integrations |
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| Artificial intelligence |
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| Ticketing system |
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| Knowledge base |
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| Mobile app |
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| Reports |
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Real-time communications with live chat
Gone are the days of long queues, waiting on hold, or visiting in person for customer service. With a live chat software, our agents provide real-time support, making the experience smoother and more enjoyable.
If an agent is unavailable, messages are automatically converted into tickets that can be easily followed up on and addressed.
Consequently, customers can now expect quick and personalized support. These are the updates we had in 2024:
Reduce 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 off suspicious IP addresses or networks, helping protect your live chat against potential threats.
Strong first impressions with profile images
Agents and customers can also upload and update their 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 them and include avatars thereby enhancing chat experiences.
Customization and configuration of fields in chat conversations
We’ve simplified the process of collecting and organizing data from chat conversations using custom fields by adding or removing fields based on the information you need to gather.
This feature helps agents collect and organize data more efficiently, filter information easily, and reduce clutter, improving workflows.
Chat management settings in the agent portal
Chat conversations are now automatically assigned to agents, ensuring quick and efficient resolution of concerns. The updated agent portal makes it easy to manage conversations and assign tickets to the right agents.
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.
An all-round omnichannel support
Previously, we offered our customers a multichannel support feature that allowed customers to communicate with our 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, faster, and highly reliable.
We are thrilled to inform you that we successfully completed our WhatsApp, Facebook, Instagram integrations meaning customers can now share their concerns and receive responses directly through the communication channel they used.
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
This year, we’ve focused on enhancing user experiences with a range of powerful new features designed to boost agent efficiency and deliver a seamless, high-quality experience for both customers and agents.
Our latest integrations make BoldDesk more reliable and highly operational, showcasing our ongoing commitment to providing the best for our customers.
With the ability to create BoldDesk tickets directly from Microsoft Teams, users can manage their tasks without ever leaving the app, further enhancing productivity.
Earlier in the year we introduced the HubSpot CRM integration that allows users to easily share and access data between HubSpot and BoldDesk.
To help you manage campaigns more effectively, we’ve included a Mailchimp integration feature. Meaning users can view campaign details, manage email lists, and add or remove subscribers from Mailchimp directly within BoldDesk, saving valuable time and effort.
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 quickly and efficiently.
To streamline communication and make the workflow smooth, we also included 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 most companies worldwide.
At BoldDesk, AI plays a key role in streamlining operations and reshaping our customer support processes.
Thanks to AI, all the simple and repetitive tasks will no longer be an issue giving agents all the time to focus on complex tasks. This leads to faster ticket resolutions, highly efficient services, and satisfied customers.
With the AI Copilot (Ask AI) feature, agents can get answers to their questions from any page in BoldDesk without having to sift through multiple articles. All you have to do is ‘Ask AI anything.’ The answers are generated directly from our knowledge base, enabling agents to resolve customer concerns based on the product’s information.
Additionally, the review AI Copilot’s unanswered questions feature allows admins to identify and address gaps in the knowledge base. These gaps normally occur when the 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.
For those struggling to create knowledge base articles, you can now use AI to generate accurate, detailed content in seconds regardless of the topic of choice. You no longer have to struggle or spend days on end generating one yourself.
To optimize agent productivity and streamline workflows, we also included: AI Assistant for admins, AI-powered chatbots, and AI-powered article autoreplies.
Ticketing system: Manage tickets with ease
Your functionality is only as good as the help desk ticketing system you use. With a focus on convenience and reliability, we’ve simplified ticket management and organization to provide better experiences, with several key updates.
Each feature is specially designed to meet the ever-changing demands of customers by streamlining workflows and improving support.
First, agents can seamlessly transfer tickets between brands without losing any detail in the process thereby improving accuracy and convenience.
The introduction of multiple ticket forms is a real game changer. Admins can now create multiple forms for tickets directly associated with their brand. This streamlines the ticket creation process for both agents and customers because it enhances ticket access and it’s also an easy to use feature.
Also, users can now preview audio files directly in a ticket without needing to download them. This saves time and ensures agents do not lose context when replying to tickets.
The bulk restoration feature allows agents to easily restore multiple deleted tickets simultaneously without breaking a sweat. Whether the tickets were deleted intentionally or accidentally, this feature has you covered.
Furthermore, you can now share a ticket easily by copying and sending it to your preferred recipient in a convenient and timely manner. This is particularly helpful for keeping records or updating the relevant personnel.
Also, the new filter for tickets pending approval helps agents stay organized by allowing them to track tickets easily without opening each one individually.
For files, it’s now possible to attach the relevant ones when forwarding tickets, ensuring reliability and convenience. This is also possible in the mobile help desk.
The advanced text editing options on the other hand 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 very informative and easy 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 and enhancing the user experience.
We introduced a brand-based filter for deleted articles that saves time by sorting them by brand. As such, 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 the 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 allows agents to manage reviews at their own pace, ensuring they never miss an article and can efficiently 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.
Following the updates in functionalities within BoldDesk’s mobile help desk solution, agents have the 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 smoothly, leading to a better user experience.
Next, agents can transfer tickets from one brand to a different one using the mobile help desk. This was previously available only on the website.
On top of that, the custom filter settings from the BoldDesk Activity page (previously on the website only) allows agents to create, save, and apply your preferred filters for quick access to relevant tasks and updates.
The mobile layout has also been redesigned with an easy-to-use layout for easy navigation, making it simple to find all the tools you need.
To understand the customer better and offer more personalized, agents can view a requester’s profile and their ticket history directly from the mobile application.
Signatures are important because they show that something is genuine, so we included the agent signature support feature. This means when you reply to an editor in a ticket, the system automatically adds your signature, making the reply more authentic.
Moreover, agents can add inline images, like photos and screenshots, to replies on the mobile app (previously on the web only), making replies more visual and informative.
Lastly, users will receive a real-time notification as soon as their requests are approve ensuring they are always in the loop.
Reports: Turn data into valuable insights
Numbers are very powerful, and we pay maximum attention to how they can transform the chaos into an organized, essential tool that drives growth and success. Our product is the best because of the top-tier report and analytics system we have.
The capability to track and analyze metrics like average resolution time, customer satisfaction scores (CSAT), first resolution time, net promoter scores, and agent performance plays a vital role in predicting and shaping your business’s future.
This year, we’ve added the following dashboards as part of the 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 to start, 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 option for agent portals. Agents can, therefore, seamlessly switch between a dark or light theme based on their preference.
On the other hand, we included other languages in the admin module to enhance global diversity, 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 top awards along the way.
Recognized and awarded as leaders in various categories by G2, here is a complete list of our achievements 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 to make this possible, and we look forward to convincing you day in day out of our commitment to your satisfaction.
What to expect in 2025
Building on the momentum we gained in 2024, the next year certainly holds a lot more in store that you don’t want to miss.
Our team has proven time and again that our aim is to provide you with the best, and 2025 won’t be any different.
Check out what we have planned for you in our roadmap. Packed with exciting new features and updated to revolutionize your experiences, this is an overview of what we’ve planned for you in 2025:
| Live chat |
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| AI |
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| Integrations |
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| Admin module |
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| Mobile app |
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| Reports and dashboards |
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| Security |
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BoldDesk recap in a nutshell (2024)
Over the past 12 months, the BoldDesk team has been dedicated to making your vision a reality, ensuring performances are of a higher quality, and helping increase revenue.
Because of your invaluable feedback, we have developed better features and advancements that turn BoldDesk into a product that feels like home.
As we end the year, we want to express our gratitude for your loyalty and continued support since the start of the year. We assure you of our commitment to your satisfaction as we work together towards success and request your continued support in the years to come.
Do you have an account with us? If not, what are you waiting for? Join BoldDesk today by booking a live demo or starting a 15-day free trial to start your journey.
Kindly reach out to our support team, and they will assist you promptly.
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