Welcome to our latest release blog! We are excited to share the new features and improvements we have been diligently working on to enhance your experience with BoldDesk.
Our team has been focused on incorporating your feedback, innovating new solutions, and refining existing functionalities to ensure that we continue to meet and exceed your expectations.
In this July release, you will find a range of enhancements designed to boost performance, improve usability, and provide new capabilities.
From new technology integrations to user interface refinements, every update is aimed at making our product more efficient, intuitive, and enjoyable to use.
This blog will show you what’s new and how these changes can benefit you.
Our state-of-the-art ticketing system has been crafted to enhance your management of customer inquiries, facilitating everything from smooth ticket creation to effective distribution, quick resolutions, and easy tracking.
The following features have been introduced to further strengthen its capabilities.
Now, brands can utilize multiple ticket forms, moving beyond the constraints of a single, static option. This enhancement is exclusively available for our Enterprise and Business plan subscribers.
Once you enable the multiform option and link forms to your brand, users will discover a new Form field during ticket creation. This intuitive feature is accessible in both customer and agent portals, making the ticket creation process smoother and more user-friendly than ever.
You can also customize your web widgets with unique forms.
If you have specific fields in mind for your widgets, simply create a custom form and map it to enhance your user experience.
We’re excited to reveal that you can execute bulk actions on your child and related tickets, making your workflow smoother.
Following are the improvements made to the ticketing module.
Seamlessly transfer tickets between brands
You can now shift tickets from one brand to another using the change ticket brand option.
Enhanced suspended email recovery
Previously, recovering a second suspended message for the same ticket would create a new ticket.
Now, if messages are recovered in order, they will be neatly threaded within the same ticket, ensuring a cohesive conversation flow.
Easily filter and track tickets awaiting approval with our enhanced grid view—no need to open each ticket individually.
Our intuitive column chooser and advanced filters now include several new fields to help you stay organized.
The following new fields have been added to the column chooser:
The following new fields have been added to the advanced ticket filters:
These improvements enable you to stay ahead of your approval process and ensure nothing slips through the cracks.
Our Customer Portal serves as a dedicated platform where customers can interact with the support team, track their support requests, and find relevant information.
We have added the following features to enhance its capabilities even more.
Just a few months ago, we revamped the agent portal with a fresh new design, and we’re happy to announce that the same theme is now available for the customer portal.
Plus, you can customize the color scheme to align with your brand identity. If your brand leans towards a sleek, dark aesthetic, we’ve got you covered with a stylish dark theme, as well.
These updates enable you to personalize your customer portal and make it uniquely yours.
We have enhanced our knowledge base software to improve your self-service capabilities and facilitate knowledge sharing.
Our redirection feature is designed to guide you from deleted, invalid, or relocated KB links to their new destinations, all based on established rules.
This ensures you’re always connected to the most current information available.
Easily manage your redirection rules and choose between temporary (302) or permanent (301) redirects.
This update ensures everyone can easily navigate your knowledge base.
Take charge of your website’s visibility with our new feature. It lets you modify the Robots.txt file right from your customer portal settings.
This upgrade empowers you to fine-tune how search engines interact with your knowledge base articles, boosting your SEO and elevating the user experience on your site.
Further integrations have been added to BoldDesk to enhance the connectivity of the system.
Unlock the power of effective communication with Ringover’s integration into BoldDesk.
This solution lets businesses manage calls, track call history in real time, and connect with clients.
Here are the main features provided by this integration:
Transform your call management experience today with Ringover and BoldDesk—where communication meets unparalleled productivity.
You can create BoldDesk tickets right from the Slack platform! Take advantage of the Slack create ticket feature.
While you could previously only create a ticket from Exotel, we’re thrilled to introduce new support options.
Now, you can choose between creating a ticket or logging activities for incoming, outgoing, and missed calls.
BoldDesk’s robust reports and analytics dashboard is designed to provide users with valuable insights into their customer support operations. The reporting module has been updated with the following features.
Say goodbye to the hassle of manual reporting!
Schedule your reports to be delivered automatically at your preferred intervals, ensuring you receive fresh, updated data.
Stay informed and ahead of the game—let us handle the reporting while you focus on what matters most.
This scheduled report feature is available only for the Enterprise and Business plans and can be accessed through the Reports module.
Now you can track and monitor your knowledge base metrics with our innovative new KB dashboard tool. Stay ahead and gain valuable insights!
Discover the latest upgrades that will elevate your experience:
The following artificial intelligence capabilities have been integrated into BoldDesk.
Empower your agents like never before! Now, they can ask questions on any page of the agent application and watch as our cutting-edge AI assistant crafts precise answers straight from your documentation.
Experience the future of support!
Introducing the BoldDesk AI assistant—your ultimate companion for smooth setup and administration.
Whether you have questions about features, functionalities, or best practices, our AI assistant is here to provide you with instant answers. Get ready to unlock the full potential of BoldDesk in no time!
Enhance your customer communication with our progressive feature that sends AI-recommended articles directly in email notifications. Customers can find their answers and experience swift issue resolution—all without agent involvement.
Unlock the power of effortless content creation with our innovative AI feature. Simply enter your topic and watch as the AI crafts comprehensive and precise knowledge base articles tailored to your needs.
With this feature, you can swiftly build your support resources.
The activity module has received some fantastic enhancements. Just like our ticketing system, activities now fully support tag fields for even better organization.
But that’s not all! The powerful AI assist features you love in the ticket module are now in the activity module, as well.
Plus, both end users and organization admins can easily customize their experience by selecting a default view when accessing the activity module—just like the ticket view settings for personal and organization preferences.
The admin module has been improved with new features to enhance its functionality and user experience.
Tailor permissions for all system roles (except for the account owner role).
Our user-friendly editing options allow admins to adjust settings, ensuring that every role aligns perfectly with your organization’s unique needs.
We’re thrilled to introduce several enhancements that empower your team:
Explore these latest features today and elevate your team’s efficiency!
You can now harness the power of your own email server using Simple Mail Transfer Protocol (SMTP) to send emails from BoldDesk.
Take control of your communications and enhance your outreach with this new update.
Check out these new additions to the email configuration options:
Disable subject based email threading
By selecting this option, your system will stop using ticket IDs in subject lines to connect emails with ongoing ticket conversations.
Instead, it’ll leverage email reference IDs and hidden elements within the email body for seamless threading—making your communication more efficient.
Disable reply email permission check
Enabling this checkbox disables permission verification for email responses, treating all responses as valid and posting them as public responses.
If you decide to uncheck it, our system will ensure that permissions are verified, keeping replies from unauthorized senders as private notes.
You can now customize your email attachments to be sent directly in your messages rather than as links.
Simply head over to Admin > Customer Portal > General Options to tailor this new feature to your business’s unique needs.
A new action has been added to the Create and Update Ticket trigger. With this enhancement, you can flag tickets based on specific keywords in the title or description, or even if they come from certain users, directing them straight to the spam folder.
Now, admins can access a comprehensive list of agents and monitor their availability status using the enhanced agent availability module. This allows you to stay organized and in control with just a glance.
Now you can import tickets in bulk with just an Excel file.
This powerful feature enables you to import multiple tickets at once, saving you valuable time.
The Two-Factor Authentication (2FA) is now available for our customer portal. This feature was previously exclusive to agents.
With the added protection of an authenticator app, customer accounts will enjoy an extra layer of security.
They know that their information is now safer.
Now, you can enjoy access to your account for a full 30 days without the hassle of daily logins.
We’re excited to reveal a major enhancement to our webhook functionality. With the new Is Changed operator, you can now set conditions for your webhook dropdown fields.
This means that webhooks will only be triggered when specific fields are updated, ensuring that you receive notifications only for the changes that matter most.
We are introducing a range of new features to our mobile app that will transform how agents deliver support while on the go.
We’ve given our mobile app a stunning makeover to enhance your experience. Stay tuned for even more improvements coming in our next release.
Plus, you now have the power to customize your app’s colors directly through the agent portal settings.
Any adjustments you make to the theme color will carry over to the mobile app, allowing you to create a look that’s uniquely yours. Get ready to enjoy a more vibrant and tailored app experience!
Thrilling news! You can now add inline images to your reply messages right from our mobile app.
This fantastic feature, once only available on the web, is now at your fingertips, making your on-the-go communication even more dynamic.
Upgrade your messaging experience by including screenshots, photos, and other visuals in your replies. Connect, engage, and share, all from the convenience of your mobile device.
We’ve improved our ticket module’s performance, delivering lightning-fast load times and a sleek, responsive interface.
We are continuously striving to innovate and enhance BoldDesk to meet our customers’ evolving needs. Here’s a sneak peek into what’s coming next:
Stay tuned for more updates and keep an eye on our roadmap for additional details. Thank you for being a valued part of the BoldDesk community!
Please feel free to provide feedback on new features you would like to see in the future.
We are thrilled to bring you these latest updates and improvements, which we believe will significantly enhance your experience with our product.
Our commitment to innovation and user satisfaction drives us to refine and expand our offerings continuously, ensuring that we provide you with the best possible tools and features.
Contact us to arrange a live demo and explore the latest features, allowing you to see firsthand how BoldDesk can transform your customer support. Alternatively, you can sign up for a 15-day free trial.
As always, your opinion is invaluable to us. We encourage you to explore these new features, share your thoughts, and let us know how we can continue to serve you better.
Thank you for your ongoing support and trust in our product.
Previous releases
Increase agent productivity by 3x
Increase customer satisfaction level to 92%
Decrease response times by 30 minutes
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