We are excited to announce the latest feature updates in our March release! The BoldDesk team is committed to empowering you with the right tools to provide exceptional customer service.
The March product release introduces a set of new features and improvements that result from invaluable user feedback and the most recent developments in customer service.
Let’s explore BoldDesk’s latest features!
General
We’ve made some general updates to our customer service software to make it work better and be easier to use.
Dark theme option in the agent portal
Agents can now experience a smooth dark theme for the agent portal! This option offers a visually appealing interface that’s perfect for agents who prefer a darker screen environment.
An improved design of the agent portal
We’re thrilled to unveil a sleek, updated design of our agent portal that’s not just pleasing to the eye, but also crafted to enhance your productivity.
Admins can unleash their creativity and tailor the look and feel of their portal with an expanded palette of color customization options.
You can customize the visual elements of your agent portal to match your brand’s identity with ease.
Artificial Intelligence
The following new feature has been added to BoldDesk.
AI Copilot for agents
An AI Copilot has been implemented to support agents with ticket responses.
With just the click of a button, agents can pose questions to our AI assistant and instantly receive accurate, tailored responses drawn from our extensive knowledge base.
This cutting-edge feature is designed to streamline agents’ workflow, enabling them to deliver faster and more precise support.
Ticketing system features
The following features have been implemented in the ticketing system.
Play audio files directly within tickets
A new in-ticket audio player allows you to listen to audio attachments with just a click, right from the ticket page.
You no longer have to download audio files attached to tickets to listen to them. This new feature lets agents save time when delivering customer support.
When integrating a voice note message from another system using the REST API, the audio file will render using the browser’s default audio player if it is in the proper format.
Additional fields in the advanced ticket filter
New fields have been added in the worklog advanced filter to allow users to track and analyze metrics on the total logged hours and billable hours.
For example, to search for tickets that do not have a worklog, you can use the filter Total Hours Logged set to Is empty.
Bulk restoration of deleted tickets
You can easily select and restore multiple soft-deleted tickets in one go to save time.
Copy a ticket message
With just a simple click, you can duplicate any ticket message and share it across your favorite apps.
Whether you’re coordinating with your team, updating stakeholders, or just keeping records, this new feature is designed to make your communication flow as smooth as silk.
Integrations
New integrations have been implemented in BoldDesk to ensure you have an interconnected system that maximizes efficiency and boosts your team’s performance.
Mailchimp integration
Users can now integrate BoldDesk with Mailchimp. Installing and configuring MailChimp enables users to perform the following actions directly from BoldDesk:
- View all campaign details
- Manage mailing lists
- Add or remove subscribers from Mailchimp audience lists
Microsoft Entra ID (Azure AD) integration
BoldDesk also integrates with Microsoft Entra ID. This update allows users to create and synchronize user accounts directly from BoldDesk.
The following are key capabilities of this new integration:
- Add and synchronize users as both contacts and agents
- Quickly create user accounts in BoldDesk
- Instantly remove user access
- Maintain synchronized user attributes between Microsoft Entra ID and BoldDesk
Create BoldDesk tickets from Microsoft Teams
With our Microsoft Teams integration, users can now create support tickets without ever leaving the Teams environment.
Knowledge base
Our knowledge base software has been enriched with the following features.
Brand-based filter support for deleted articles
A new brand-based filter allows you to filter deleted knowledge base articles by brand.
This update will help users locate the information they need quickly without having to browse through unnecessary content.
Insert language-specific articles in ticket replies
Agents can specify the language when inserting knowledge base articles in ticket replies. You can cater to your global audience by delivering solutions in their preferred language.
Mobile application
With the BoldDesk mobile application, you’re always just a tap away from being able to provide support and receive updates on your tickets.
The following suite of new features can help you provide support on the move.
Explore the requester’s profile and view their tickets
This new feature allows agents to view a requester’s full profile and their ticket history quickly, without having to toggle between screens or wait until they’re back at their desk.
This enables agents to provide tailored assistance with a more complete picture of the customers’ needs.
Create views in activities
The customized filter configurations you frequently use on the BoldDesk Activity page have been integrated into the mobile app.
You can create, save, and apply your preferred filter combinations, ensuring that the most relevant tasks and updates are always at your fingertips.
Include the activity status when adding comments
A new feature has been rolled out to let you change your activity status while engaging in discussions.
Automation
Unlock a new level of productivity, efficiency, and speed with our latest update to BoldDesk automations.
Add activity from automation rule
You can specify a task type if certain conditions are met in the Create and Update trigger automation.
Email remains an indispensable tool for connecting with clients and colleagues. The following feature has been added to BoldDesk’s email system.
IMAP support
IMAP support has been fully integrated into our platform to let you smoothly synchronize your personal email address with BoldDesk tickets for a more unified communication experience.
This will help cut down on needing to switch between inboxes or missing out on important email threads.
Activity module
The following improvements have been made in the activity module.
Update a ticket status while replying to comments
An option has been provided to allow you to update a ticket’s status while engaging with comments directly within the activity module.
The last selected activity-type filter remains selected
Our system intelligently remembers your last selected activity-type filter, keeping it conveniently in place for your next session.
This means you can pick up right where you left off, saving time and maintaining your workflow.
Turn off permissions for certain roles
You can easily configure permissions for different roles, ensuring that each team member has exactly the right level of access they need to perform their tasks efficiently and securely.
Approval module
The following updates have been added to the approval module.
View all approval requests
An All Approvals option has been introduced in the approval module.
No more scrolling through approvals one by one. This enhancement lets you preview all your approvals in a single view to save time.
You can also toggle the approval module’s visibility to suit your needs and that dictate who gets to see the entire list of approvals.
Reports and analytics
BoldDesk’s reporting and analytics dashboards deliver detailed insight into individual agent and collective team performance, overall help desk effectiveness, and customer satisfaction.
We have made several improvements to this module.
General improvements
- A multi-select option is available for agents and groups in the agent performance report.
- The customer satisfaction report includes a new field for Rated by to let you know who gave the rating.
- The contact performance dashboard supports grouping by the category field.
- The Ticket ID field has been added to the advanced search in the report module.
- New fields, contact tags, and contact group tags have been included in the advanced filter.
- Hyperlink support has been added to the ticket export function.
- We’ve updated the SLA stats widget logic for SLA Achieved tickets, counting achievements and breaches differently.
- The worklog report has a new Group by field for Ticket/Activity linked tickets.
- A new column called Total Tickets has been included in the widget for SLA achieved versus breached tickets on the SLA dashboard.
- All reports adhere to ticket access scope and brand-level data restrictions.
- The export option is available for all tables.
Time format updates across all reports
Time format adjustments have been made for time fields in all reports.
When users export reports to Excel, the date-time fields now adhere to the time zones specified in their profile.
Home page updates
The BoldDesk home page has been modernized with the addition of the following new features.
Retention of the previously selected columns in grid view
It can be annoying having to repeatedly select the same columns every time you use the column chooser.
With our new smart retention feature, your last selected columns will remain selected so you can dive back into your work each time you return to the page.
Search private note messages
Our all-new Private Message filter lets you search for content in private notes. You can even narrow down the search further to a specific brand, category, or status of the private message.
Admin module updates
The admin module has been updated to improve the user experience further.
Additional configuration options in the worklog settings
More configuration options are available in the worklog settings. Administrators have more control options to help manage customer support teams.
They can:
- Make it mandatory for agents to update the time spent when adding replies or notes
- Make it mandatory for agents to add a description whenever they add or edit a worklog
- Set the default worklog type as either billable or nonbillable
Enhanced control over closed ticket actions
Administrators can customize and automate the response to end-user interactions in closed tickets, whether it’s through email or the customer portal.
You can set up your system to reopen tickets automatically, instruct the end user to create a new follow-up ticket, or not change the status at all when a customer reaches out on a previously closed issue.
This automation ensures no customer query goes unnoticed, even if it was previously considered resolved.
Support for IP restrictions in both the agent and customer portals
Security is always our priority at BoldDesk. Our new IP restriction feature empowers you to implement an additional layer of security around your agent or customer portal by specifying exactly which IP addresses and ranges are granted access.
This new feature helps protect valuable data and elevate your peace of mind.
Edit the profiles of deactivated agents
Previously, the profiles of deactivated agents were locked in time and could not be edited. Administrators can now update and edit the profiles of deactivated agents at their convenience.
This allows them to keep all agent information up-to-date and accurate, ensuring your records are always current, even for past team members.
Support for the traditional Chinese language
We believe that language barriers should never be a hurdle to delivering good customer service.
BoldDesk now supports the traditional Chinese language to help you cater to an even larger customer base. The total number of supported languages in BoldDesk is now 27.
Importing agents and groups
In addition to importing information for contacts and contact groups, administrators can now import data for agents or agent groups from an Excel file.
Whether you’re looking to onboard a new batch of agents or update existing group data, this new feature will save you time and minimize errors.
What’s coming next?
This release has been a great one, but we have more on the way!
Soon, we will launch the following features. Take a look at this roadmap,
- A live chat module
- WhatsApp Integration
- Facebook integration
- Exotel integration
Is there a feature you’d love to see? Request it here!
Explore these new feature updates!
We are confident that these latest features will empower your support teams to consistently deliver top-notch customer experiences.
Get in touch with us to set up a 30-minute live demo to try out these new features and experience firsthand how BoldDesk can be customized to fit your unique needs and workflows. Or sign up for a 15-day free trial today.
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