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Get ready for an exciting update! We’re thrilled to announce the BoldDesk® February 2025 Release, packed with the latest innovative features updates to transform your workflow and elevate customers’ experiences.
In this month’s product release, our goal was to enhance how our users can utilize customization, AI, integrations, automation and other great feature updates to transform their workflow and personalize experiences.
Dive in and discover the new feature updates designed to elevate your customer support operations!
Reports and analytics: Automated insights
Data-driven decisions are essential for business success. BoldDesk® offers reports and analytics to help organizations make informed choices. Set up scheduled reports to automatically notify users at the right time.
Gain beta access to the custom dashboard for seamless management
We are excited to announce the beta version of custom dashboards! Businesses can easily create dashboards tailored to their specific needs using a variety of available widgets.
Enjoy a flexible and user-friendly experience designed to simplify your workflow.
Access to custom dashboards can be managed through roles and permissions, ensuring that only the necessary team members can modify and utilize them.
Schedule report enhancement
Reporting and analytics capabilities have also been expanded, allowing users to customize email subjects for scheduled reports and send reports to any user, including end users.
The Activity module has now been included in scheduled reports, providing more comprehensive insights into support operations.
System dashboard updates for speed and better usability
System dashboards have also received key improvements, including:
- Persistent column selection: No more frustration over lost selections! The Ticket Metrics Report now retains your last chosen columns, even after a page reload, saving you time and effort.
- New “Group By” options: You can now segment support traffic within the chat tab by agent or group, making it easier to track performance and optimize team efficiency.
- Last Ticket Status field: Quickly locate relevant tickets with the newly available “Last Ticket Status” field, now accessible in Advanced Search and as a grid column.
Integrations: Boost teamwork
Are you bored of managing several systems? BoldDesk®’s new integration improvements provide a more unified support platform, allowing agents to focus on delivering greater customer experiences.
Better team collaboration with Asana integration
BoldDesk® is honored to introduce the new feature; seamless integration with Asana. With the Asana integration, businesses can improve collaboration between support teams and product engineers.
Key integration feature updates:
- Link and unlink Asana tasks with BoldDesk® tickets.
- View detailed task information (Workspace, Project, Task Name, Notes, Assignee, Due Date, and Status).
- Sync comments between BoldDesk® tickets and Asana tasks.
- Create Asana tasks directly from BoldDesk®.
Customize ticket notifications with Slack message cards
Easily create BoldDesk® tickets from Slack and take control of your notifications with customizable message cards!
Our enhanced Slack integration lets support teams choose which ticket fields appear, ensuring a more organized and efficient workflow.
Use seamless Salesforce Sync for contacts & contact groups
We’ve introduced Salesforce sync support, allowing automatic synchronization of contacts and contact groups between Salesforce and BoldDesk®.
Stay updated effortlessly as your contact data syncs in real time, ensuring a smooth and efficient workflow across platforms!
Ticketing system: Smarter and intuitive support
The BoldDesk® team has introduced various new features and updates in the help desk ticketing system to improve its efficiency and your overall experience.
Better improvements in the ticket module
Managing customer inquiries within the ticketing module has become more intuitive and efficient.
With the latest feature updates, users can now configure the status field to be visible in the ticket creation form. This enables them to create tickets and immediately mark them as ”closed” status when necessary.
Previously, the ticket module search functionality only showed ticket ID results when searching for a number. Now, the results will also include any ticket that contains that number in its title.
Another significant enhancement is allowing users to reorder their favorite ticket views, giving them a more organized and personalized experience when handling support ticket.
Boost engagement with new language support
BoldDesk® is now more accessible to a global audience with the addition of Portuguese, Indonesian, English (UK), Arabic, and Hebrew language support.
Arabic and Hebrew are exclusively available in the customer portal. Additionally, an update to the text editor now allows content formatting in a right-to-left (RTL) style for languages that require it.
Admin module: Effortless team management and customization
We have updated the admin module with the following functionalities:
Tailor permission controls and custom attributes
Administrators now have greater control over user permissions with the introduction of the “Delete Activity” permission to improve the management of activity logs.
Additionally, custom fields are no longer limited to contact records; they can now be applied to agents.
Businesses can now add custom attributes, such as a “Reporting Person” field. Support agents can then use these customized fields in automation, advanced filters, and reports, significantly improving workflow customization and efficiency.
Use group owner to streamline support teams’ workflow
Managing support teams is now easier with the introduction of group owners. Multiple owners can be assigned to a single group, allowing them to add or remove members without admin-level permissions.
This gives team managers greater autonomy in organizing their support staff efficiently.
General feature updates
We are excited to present you with new features and updates that streamline your customer support management.
Improved settings for more control over dates, security and appearance
Changes in the settings module now include new date format options, allowing users to configure dates in the DD.MM.YYYY format.
Additionally, users can now set the start of the week to either Sunday or Monday, providing greater customization based on regional or personal preferences.
A new setting has been added to restrict ticket editing in the customer portal. It prevents users from changing titles, deleting replies, or removing attachments after creating a ticket.
Add a personal touch to the customer login page
Users can now personalize the customer login page with a custom background image, adding a unique touch to the experience.
Additionally, the light and dark theme switching functionality has been improved, making it easier to switch between modes.
The lookup fields have been added to the customer portal, mainly for internal use, to enhance support interactions further.
Uploading profile image made easier
End users can now upload their profile images directly from the profile page in the customer portal. Additionally, agents can upload profile images on behalf of end users using the contact module.
A new permission setting has also been introduced, restricting agents from uploading their profile images.
Automation: Streamline workflows
No more boring and repetitive tasks at every step of ticket management with the latest feature updates to BoldDesk®”s automation tools. These improvements make the process smoother and easier for everyone.
Use options to add or subtract numeric fields in automation
Automation has been made more powerful with the ability to add or subtract numeric values in ticket-related fields. This feature update in automation allows users to dynamically activate custom workflows that adapt based on ticket data.
Boost automation with user Lookup field support
We’re making automation even smarter! Now, with Lookup field support, you can seamlessly link different modules within your system for effortless follow-ups and references.
By adding Lookup fields to automation conditions and actions, businesses can create custom workflows tailored to their unique needs, saving time and improving efficiency.
Add relative date and time support in event automation
Relative date-time values can now be helpful in event automation, enabling users to adjust field values based on business hours or calendar time frames.
Elevate automation with agent custom field support
We’re making automation more flexible than ever. Agent custom fields are available in BoldDesk®, allowing you to tailor agent details to fit your unique business wants.
With this automation feature updates, you can:
- Create conditions based on agent custom fields for more precise automation.
- Retrieve agent details through webhooks for seamless integration.
Activity module: Simplified ticket updates with detail view
The activity module now has a new Detail View option, making it easier to manage ticket updates. This new feature ensures that all necessary information is readily available for users without unnecessary clicks or navigation.
Artificial intelligence: Transform automation
BoldDesk®’s AI Copilot has been upgraded to include the BoldDesk® knowledge base as a response source.
Users can query Copilot about various BoldDesk® functionalities, such as setting up triggers or merging tickets, making the AI assistant even more helpful.
Use multi-language support for AI Copilot/Agent
AI Copilot/Agent now speaks your language! With support for 34 languages, AI assistant is more accessible than ever—breaking barriers beyond English and connecting with users worldwide.
Improve web scraping for AI data sources
The web scraping capabilities have the following AI data source updates:
- Improved Redirection Handling
- Enhanced content cleaning for better extraction
- Added support for compressed websites
A dedicated user agent (BoldDesk-Bot) is also available for easier whitelisting and approval via the robots.txt file. These feature updates make web scraping more reliable and effective for AI-driven insights. Stay ahead with better data extraction!
Knowledge base: More efficient and reliable self-service tools
A knowledge base software serves as a self-service portal, enabling customers and support teams to access important documentation, FAQs, troubleshooting guides, and best practices all in one place.
Here are the BoldDesk® new and improved feature updates within the knowledge base.
Effortlessly add a knowledge base article to multiple categories
The knowledge management system has been improved with the ability to link a single knowledge base article to multiple categories or sections, eliminating the need for duplication.
Key feature updates in the knowledge base tool:
- Take advantage of the new “Replicate” feature to effortlessly display a single article in multiple categories.
- Streamline content organization and enhance accessibility, resulting in an improved user experience and more efficient knowledge base management.
Mobile app: Optimized interface and automated latest ticket updates
The BoldDesk® mobile app empowers your team to deliver exceptional customer support anytime, anywhere, right from the palm of your hand. Let’s look at the latest feature updates in the mobile app.
Boost productivity with Macro triggers
We’re excited to introduce Macro Triggers in the BoldDesk® mobile app! Now, businesses can apply predefined templates for common actions like adding notes and updating ticket statuses with only a single tap.
Why are macro triggers a big deal?
- Streamlines workflows and boost efficiency with easy-to-use macros. Get a smoother help desk experience.
- Saves time by automating repetitive tasks with predefined templates.
Say goodbye to manual updates and hello to increased productivity!
New portrait mode support for a seamless vertical experience
We’ve optimized the interface with portrait mode support, ensuring a smoother and more efficient vertical experience.
With this feature updates, enjoy improved navigation and usability, making your workflow more intuitive than ever!
Messaging made easier with WhatsApp template placeholders
Agents can send automated pre-approved messages effortlessly with the new WhatsApp template placeholders.
This new feature enables agents to choose a template, fill it in, and easily send it to the end user smoothly.
Effortlessly manage conversations with multi-brand chat selection
The chat module has been improved to support multi-brand chat selection, making managing conversations across different brands easier from a single interface.
Enhance your customer support with BoldDesk®’s latest feature updates!
With the February 2025 Release, BoldDesk® delivers robust enhancements designed to improve customer support workflows.
From improved ticket organization and automation to AI-powered insights and seamless integrations, these feature updates maximize efficiency and user experience.
Whether you are an existing user or looking to explore BoldDesk® for the first time, these latest feature updates provide a powerful platform for delivering exceptional customer service.
Contact us for a 30-minute live demo and discover how BoldDesk® can be customized to fit your needs and workflows. You can also sign up for a free 15-day trial.
Take advantage of these exciting latest feature updates and optimize your support operations today.
We hope you found this article insightful! Please share your ideas and suggestions in the comments below. We would love to hear from you.
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