We are excited to announce the latest new features in our December release!
The BoldDesk team is dedicated to providing you with state-of-the-art tools necessary for delivering outstanding customer experiences, and this release further demonstrates our commitment to this goal.
This product release introduces a suite of new features, improvements, and optimizations that are a result of invaluable user feedback and the latest trends in customer service.
Let’s explore the latest features in BoldDesk!
Ticketing system
The following updates have been implemented in the ticketing system:
Preview the attached images in tickets before downloading
Previously, users had to download images attached in tickets to view them because no preview option was available.
Image previews now open in the browser, eliminating the need to download the file before viewing it.
View a ticket worklog editor’s information
We’ve updated the worklog editor to show a clear indicator when any changes are made. Users can view information about who made the edits within the tooltip of a ticket.
Integrations
Additional integrations have been implemented to guarantee BoldDesk works seamlessly with other productivity apps.
The highlights include:
Slack integration
Users can now integrate BoldDesk with the Slack app. This allows users to receive instant notifications within chats and channels in Slack whenever:
- A ticket is created.
- A ticket is edited.
- A reply is added to a ticket.
- Other events occur on the BoldDesk site.
The following are the key features and advantages of this integration:
- Users can receive BoldDesk notifications directly in Slack chats and channels.
- Support agents can receive notifications for ticket events.
- Users can customize the notifications sent to chats and channels based on criteria such as brand, category, and status.
Microsoft Teams integration updates
The integration of BoldDesk with Microsoft Teams has been enhanced to include conversation thread messages that are linked to main ticket messages.
Users can view conversions from the Microsoft Teams app whenever a ticket is updated, a reply is received, or a note is added.
Knowledge base
The following new features have been added to the knowledge base software:
Support for bulk permanent deletion of articles
We’ve introduced a new feature that allows for permanent deletion of multiple knowledge base articles at once.
This will significantly reduce the time and effort needed to permanently delete a large number of articles.
Support for bulk restoration of deleted articles
We’ve introduced a new feature that allows for the bulk restoration of several deleted knowledge base articles at once.
This will significantly reduce the time and effort needed to restore many articles.
Mobile application
The following new features and updates have been added to the BoldDesk mobile application.
Activity module included in the mobile app
The activity module, which was previously exclusive to the web version of the agent portal, has now been integrated into the mobile app.
Agents have the flexibility to monitor and handle their activities from anywhere and receive instant updates on them right from their mobile devices.
Improved user interface (UI) for the switch account feature
We’ve revamped the user interface for the switch account feature.
It now provides a more intuitive and visually pleasing experience, allowing users to seamlessly switch from one account to another.
Reports and analytics
The following feature updates have been added to the reports module.
Inclusion of the activity module’s worklogs in the worklog report
The worklog report has been updated to not only display worklogs from tickets but also to include information from activity module worklogs.
Additionally, the option to choose worklogs from both modules collectively or from individual modules selectively has been added.
Export files with hyperlinks for specific fields in the report module
Users can now export files from the report module that include hyperlinks.
The exported file can include hyperlinks for the following fields:
- Ticket ID
- Update ID
- Requester
- Agent
- Contact Group
- Activity ID
Support for all types of custom fields in the report module’s table view
We’ve updated the Reports module’s table view to support all types of custom fields.
The custom field selection for all data types is now enabled in a dashboard widget’s underlying data to allow users to select the desired custom field types when generating reports.
Explore these new feature updates!
BoldDesk is engineered to adapt to your unique workflows, ensuring that every customer support interaction is efficient, effective, and, most importantly, customer centric.
The features and improvements in this release further strengthen BoldDesk to guarantee customer satisfaction and ensure that your customer service remains second to none.
Get in touch with us to schedule a live demo to try out these latest features and experience firsthand how BoldDesk can revolutionize your customer support. Or sign up for a 15-day free trial today.
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