The wait is over! We’re stepping it up this November with new features that redefine efficiency and improve your experience.
From fast performance improvements to powerful AI-driven tools, we have crafted updates designed to streamline your workflows, simplify your processes, and make your day-to-day tasks easier.
Welcome to a remarkable and unforgettable update from BoldDesk to end the year (2024) on a high note!
Every update reflects our commitment to helping you achieve more with less effort. Ready to explore what’s next? Let’s look into the November release and unlock new possibilities together!
Ticketing system
Our ticketing system is designed to make your support operations smooth and your clients happier. We have also added the following enhancements to improve its capabilities.
Optimize ticket management with a new detailed layout
Get a clearer, more comprehensive look at each ticket with our new detailed ticket view. Experience an Outlook-style interface for managing and reviewing tickets.
This new layout provides an expanded, organized view of ticket details, helping agents navigate and address tickets more efficiently.
Customize your experience by setting Detail View as your default through personal or global settings, and enjoy a layout tailored to your workflow!
Maximize your workspace with the new ticket views panel
We’ve refined the ticket views panel to maximize your screen space and make navigation smoother. Now, the panel expands on hover to immediately select a view and hides automatically when the pointer is moved away.
This smart update is especially beneficial when using the Detailed View layout, ensuring a clutter-free, streamlined workspace.
Control and customization with the revamped requester panel
The Requester Panel on the ticket details page has been advanced to provide a finer level of control and customization. While it previously consisted of only basic contact fields, you can now include custom and other fields according to your needs.
This enhancement ensures critical contact details are easily accessible, improving ticket visibility and agent efficiency!
Advanced customer satisfaction (CSAT) ratings for better insights
We’ve upgraded the CSAT feature to offer more convenience and customization.
- In-portal satisfaction ratings: Customers can now submit satisfaction ratings directly in the customer portal when closing a ticket, or even for tickets that are already closed—no more relying on email-based ratings.
- Follow-up questions for CSAT: After receiving a rating, you can now ask targeted follow-up questions to better understand customer feedback, especially after a negative rating.
- Brand-specific control for CSAT: In a multi-brand portal, you can now turn CSAT on or off for each brand, giving you more control over your feedback process.
These enhancements make gathering and managing customer satisfaction data easier, more tailored, and insightful for your business.
Get one-click solutions for repetitive tasks with macros
Macro triggers simplify and speed up ticket management. They empower agents to handle repetitive tasks effortlessly, performing predefined actions with a single click.
These actions include assigning tickets, updating properties, sending email notifications, adding notes, creating activities, initiating approvals, and sharing tickets.
Stay updated with the auto-refresh ticket lists feature
You asked, we delivered! Our new Auto Refresh feature ensures you never miss an update. Every 3 minutes, if new tickets are available, you’ll see an option to refresh the list and view them instantly.
It’s a seamless way to stay updated and keep your workflow running smoothly!
View group-related tickets directly in contact profiles
We’re excited to introduce an upgrade to contact profiles! Now, if a contact is part of a contact group, you can seamlessly view tickets created by other group members right from the contact’s profile.
This enhancement streamlines ticket management and provides a consolidated view of group-related activity—all in one place for maximum convenience.
Streamline ticket management with bulk spam marking
Our new bulk mark as spam feature lets you select and flag multiple tickets as spam in one go. Save time, boost efficiency, and simplify the process of managing unwanted tickets.
Brand-specific ticket statuses: Tailored for multi-brand operations
Managing multiple brands just got easier! With our new feature, you can now define ticket statuses unique to each brand, offering unmatched flexibility and customization.
Easily map ticket statuses to brands, using the Field Dependency feature that ensures each brand operates with workflows tailored to meet specific needs, streamlines operations, keeping everything organized and aligned with your business goals.
Artificial intelligence
BoldDesk’s smart artificial intelligence empowers teams to work more efficiently, respond faster, and deliver quality customer experiences.
Introducing the AI Agent embeddable widget
We’re excited to unveil the AI Agent, now available through an embeddable web widget! This powerful new feature empowers your customers to receive instant, accurate answers to their questions, reducing support traffic by addressing common queries on the spot.
Use cases:
- Seamlessly integrate the AI Agent widget into any website alongside your Knowledge Base (KB) module.
- Deliver instant, AI-driven answers to end users, enhancing their self-service experience and boosting customer satisfaction.
Transform customer support with smarter, faster solutions—right from your website!
Empower your search with AI Agent and Copilot knowledge sources
We have added two powerful new knowledge sources to boost our AI’s capabilities:
- Web pages
- Files (PDFs)
With these additions, BoldDesk’s AI is now more informed than ever. It’s ready to provide richer, more accurate responses by drawing directly from your web content and document resources.
Optimize your replies with the new review response feature
Empower your support staff with our enhanced AI review feature, designed to ensure accuracy and completeness in every response. With this innovative tool, agents can now preview their replies before updating tickets, gaining valuable insights into their responses.
The AI review highlights addressed points, showing key issues that have been covered, and unaddressed points, identifying areas that need further attention. It also provides a suggested response—a ready-to-use, polished reply—to help agents effortlessly craft thorough and thoughtful communications.
This latest feature enhances the quality of customer interactions, making support smoother, more effective, and consistently professional.
Streamline your workflow with custom AI actions
With the new Custom AI Actions feature, users can create their own prompts to perform AI-driven actions, such as reviewing agent responses, summarizing tickets, or gauging customer mood.
This latest feature gives agents the power of customization, making your AI support more responsive and perfectly aligned with your workflow.
Customer Portal
We’ve just rolled out some fantastic new features in the customer portal that you won’t want to miss!
Find what you need instantly with an enhanced search page
We’ve revamped the search functionality in the Customer Portal to make finding articles faster and more effective. The enhanced search now includes a dedicated search page, allowing customers to refine results using key details like category and section.
Simply type a keyword on the homepage and hit enter—the new search page will guide you to the most relevant content in no time!
Discover faster with the new AI-powered search
We’ve revolutionized how you find answers with our new AI search feature. Now, you can effortlessly locate knowledge base articles and get instant responses by simply typing your question in natural language.
How it works:
- On the Knowledge Base homepage, type your query into the search bar. The top response on the results page will be an AI-generated answer.
- Prefer quick results? Select the AI option in the search dropdown for instant insights.
Integrations
BoldDesk’s new integrations provide more connectivity, better control, and numerous ways to delight your clients.
Aircall integration
The Aircall integration brings seamless call management directly into BoldDesk, empowering agents to make and receive calls without leaving the platform.
All call information is captured automatically in the form of tickets and activities, enabling a record of what transpires between a client and the organization.
The system offers several key features, including direct call functionality, call conferencing, and an advanced IVR process. It supports call forwarding and voicemail, allowing for seamless assignment of available agents.
Furthermore, the administrators can improve the management of the departments by organizing phone numbers into relevant categories.
WooCommerce integration
This integration seamlessly connects your e-commerce store to BoldDesk.
This enables your support staff to access essential customer and order information effortlessly, hence quickening response time.
With WooCommerce, agents can effortlessly retrieve detailed client data and view real-time updates on the customer’s most recent five orders.
This includes specifics such as items purchased, prices, shipping charges, and discount details, giving your team the insights they need to address inquiries quickly and accurately.
Stripe integration
The Stripe integration with BoldDesk simplifies payment management and subscription tracking by providing your support team with instant access to customer and subscription details within a single platform.
With Stripe’s secure payment processing, managing numerous customer accounts, subscriptions, invoices, and payments is easy and effective. Support agents can quickly access vital customer information and payment histories directly in BoldDesk, enabling faster, more accurate responses to inquiries.
Moreover, it also makes it easy to handle cancellations, refunds, and subscription payment processes, enabling your team to optimize their processes and hence give the best services to the customers.
Office 365 Calendar integration
With this integration, agents can now manage their activity tasks in real time by linking them to their Office 365 Calendar, eliminating the challenge of reconciling task scheduling and management.
Key features:
- Seamless task syncing: Sync BoldDesk activity tasks with your Office 365 Calendar for a streamlined, efficient scheduling experience.
- Event management made easy: Create, modify, or cancel events directly from BoldDesk, with all updates automatically reflected in your Office 365 Calendar.
- Stay on track with reminders: Receive timely reminders 15 minutes before events, helping you stay on top of tasks and meet deadlines.
To get started, simply install the Calendar app from the BoldDesk marketplace, and have agents authorize their Office 365 Calendar app through their profile’s Apps section.
MS Teams Meeting Integration
Seamlessly connect Microsoft Teams with BoldDesk to schedule and manage meetings directly within your platform.
Key features:
- Schedule meetings from BoldDesk: Easily schedule, reschedule, and cancel meetings directly in BoldDesk, streamlining your workflow and keeping all meeting activities organized in one place.
- Join meetings from BoldDesk: Once scheduled, meeting links are automatically updated in activity comments, allowing you to join directly from BoldDesk.
- Meeting events added to the MS Teams Calendar: Any meeting you create in BoldDesk will be instantly added to your MS Teams Calendar for seamless scheduling.
- Timely reminders via MS Teams: Stay updated with automatic meeting reminders sent 15 minutes prior, all handled through MS Teams, ensuring you’re always prepared.
To activate this feature, the admin must first install the MS Teams Meeting app from the BoldDesk marketplace, and then agents can authorize their MS Teams Meeting app via the Apps section in their profile.
Automation
Elevate the way you handle tickets with BoldDesk automation rules, enhancing workflows by taking over tiresome tasks at every stage of a ticket.
Automate ticket forwarding for smarter workflow
Streamline your workflow with our new ticket-forwarding feature!
Now, tickets can be automatically forwarded based on predefined criteria, saving time and enhancing efficiency.
Automate data transfer with ease using reference field update
Take your automation to the next level with the ability to easily copy values from one field to another. This feature streamlines workflow creation, allowing you to effortlessly transfer data, such as copying the Support Tier from a contact field to a ticket field, automatically upon ticket creation.
Relative date time support in time trigger for better flexibility
Introducing powerful new operators for date and date-time fields in time triggers! Now, you can create workflows that activate based on user-defined date-time values.
Plus, easily add custom intervals—like specific hours or days—to date-time fields, offering unmatched flexibility and precision in automating your processes.
Stay on track with SLA notification support for Watchers
Our new SLA feature ensures that watchers receive automatic reminders and escalation notifications, keeping them informed and on top of critical updates every step of the way.
Admin Module
We’ve improved the Admin Module with the following new feature updates:
Organize and filter agents easily with the new tagging feature
We’ve made it easier to manage and filter your agents with the new tagging feature!
Now, you can assign tags to agents, allowing for better organization and streamlined filtering. Tags can be applied in the User Lookup field filters, making it simple to identify and segment specific agent groups.
For example, you can tag agents as “Manager” and filter by this tag in the User Lookup to display only managers in dropdown lists.
Stay tuned – tag support will soon be extended to automation, unlocking even more powerful functionality.
Unlock the power of customization with the new Lookup Field
We’re excited to introduce the Lookup Field, a dynamic new custom field type designed to enhance your Ticket, Contact, and Contact Group forms.
Key features:
- Add dynamic dropdown fields linked to specific data sources, such as users or groups.
- Customize forms with fields like a “Manager” user picker dropdown, making data entry and user selection more efficient.
Simplify complex workflows and improve form customization with the versatile Lookup Field!
Admin settings enhancements
We’ve introduced several powerful updates to give admins greater control and flexibility in managing BoldDesk.
- Inline image authentication: For added security, images will now only load when users are logged into the portal. In emails, images will appear as broken links unless the user is logged in. While not typically recommended, this feature can be enabled to meet specific compliance requirements.
- Agent signature configuration for private notes: By default, agent signatures are applied to both private and public notes. A new organization-level setting now gives you the flexibility to disable agent signatures for private notes, offering more control over your workflows.
- Restrict CC’d user actions in the customer portal: To improve control, a new brand-level setting allows you to decide whether CC’d users can add comments in the customer portal or if they should have read-only access.
- Create ticket without login (customer portal): In response to customer feedback, we’ve added the option to allow anonymous ticket creation in the customer portal. This setting, when enabled, enables users to create tickets without needing to log in.
- Enforce 2FA for customer portal: For enhanced security, two-factor authentication (2FA) can now be enforced for customer portal users, just like in the agent portal. Activate this setting to ensure a higher level of protection for your customers.
These improvements are designed to deliver greater customization, security, and ease of use across your support operations.
Enhancements in permissions
We’ve revamped the permissions system to give you more control over access and actions within BoldDesk:
- View-Only ticket access: Restrict agents from updating tickets they aren’t assigned to while still allowing them to view group-assigned tickets. This ensures better oversight and prevents unauthorized changes.
- Granular report & Dashboard permissions: Gain precise control by limiting access to specific reports and dashboards tailored to your team’s needs.
- Edit and delete activity permissions: New settings let you manage whether agents can edit or delete activity comments for tighter control over ticket histories.
These updates provide a seamless blend of flexibility and security, empowering you to manage user access with confidence!
The following feature updates have been added to BoldDesk’s email support.
Global BCC email support
We’ve introduced a dedicated email notification to alert agents when they’re specifically mentioned in ticket events.
This way, they never miss an important update, ensuring a quicker, more responsive support experience.
Email notification for agents mentioned in ticket events
Stay in the loop with our new email notification feature!
Agents will now receive dedicated alerts whenever they are directly mentioned in ticket events, ensuring they never miss important updates.
Activity Module
We’ve made several enhancements to the Activity Module to improve usability:
- Sorting Options: Organize activities with ease by priority or comment date for a cleaner workflow.
- Edit Activity Comments: Enjoy the flexibility to edit activity comments directly, just like ticket comments.
- Reorder Columns: Customize your table view by rearranging columns using the convenient column chooser.
These improvements are designed to elevate flexibility, boost productivity, and deliver an exceptional user experience in the Activity Module!
Approval Module
We’ve improved the Approval Module to make managing approvals faster and more convenient:
- New filters: Easily sort approval requests by ticket category, brand, or status for efficient organization.
- Email approval/reject option: Approvers can now approve or reject requests directly via email by simply including a status update like “#status approved” in their response.
These updates are designed to simplify and accelerate your approval workflow, saving you time and effort!
Reports and analytics
Data-driven decisions are at the heart of business success, and BoldDesk’s reports and analytics give you powerful tools to make informed choices.
Improvements in Schedule Report
We’ve made some enhancements to the Schedule Report feature to give you even more flexibility and control over your data:
- Custom Fields in Advanced Filters: Now, all types of custom fields are available in the Advanced Filter conditions, allowing for more precise and tailored reporting.
- “In Group” Operator for User Fields: The new “In Group” operator enhances filtering by supporting all user-type fields, enabling deeper insights into user-related data.
- CC & BCC Support: You can now share reports with greater ease, thanks to the addition of CC and BCC options for smooth collaboration.
These improvements make your reporting experience more powerful, efficient, and customizable.
Knowledge base
The following features have been added to our knowledge base software.
Boost engagement with article list for likes and dislikes column
We’ve introduced a new feature in the knowledge base: A likes and dislikes column for support articles.
This addition helps users gauge community feedback at a glance, offering valuable insights for content creators to refine articles and improve engagement.
General improvements
We’re thrilled to bring you new features and enhancements that make managing customer support easier.
Stay informed instantly with in-app notifications
We welcome yet another innovative approach to staying connected and updated with the in-app notification feature!
Our new feature brings real-time alerts directly to BoldDesk, keeping you updated on events that matter most.
Here’s what’s new:
- Customizable alerts: Tailor your notifications to your preferences. Adjust settings in your profile to focus only on what’s important to you.
- Email alert management: Turn off email alerts for specific events if you prefer in-app notifications.
- Multi-brand flexibility: For multi-brand portals, customize notification settings for each brand effortlessly.
- Streamlined focus: Control which notifications appear in “focused” and which go to “others” for a clutter-free experience.
Experience smarter, more efficient notifications and stay on top of what matters most!
Personalize your experience with profile picture support
Agents can now upload their profile pictures directly from their profile page, bringing a personal touch to your portal. These profile images will appear as user avatars across various sections, making interactions more engaging and visually cohesive.
And that’s not all—stay tuned for our next release, in which profile pictures will be featured even more prominently throughout the portal for a truly personalized experience!
Enhanced home page for graceful navigation
We’ve upgraded the home page to make managing tickets even easier.
- Quick search: Instantly find tickets by ID or title with the new search bar.
- Advanced filters: Easily track tickets with added filters for response/resolution due.
These enhancements are designed to save time and keep you focused.
Mobile app
The BoldDesk mobile application puts the power of customer support in the palm of your hand, enabling your team to deliver exceptional service on the go.
Experience smarter service with AI assistance
Our mobile app now features AI assistance, giving agents the ability to rephrase, elaborate, shorten, or translate responses effortlessly.
Select from standard, fluent, and professional tones to craft replies that suit any situation. Deliver polished, on-brand responses in seconds—wherever you are!
Effortless collaboration with @Mention
The @mention feature, previously only on the web, is now in the mobile app. Effortlessly notify members directly from your phone, keeping everyone in the loop!
Enhanced user experience
We’ve redesigned the app layout to simplify your workflow, putting all essential tools right at your fingertips.
With fewer clicks and quicker access, responding is easier for agents.
Effortless gesture navigation
Navigate the app easily using our refined gesture support—just swipe to move smoothly between tabs.
Boost productivity with ticket templates
The ticket templates feature is now available in the mobile app, enabling agents to create tickets faster than ever.
Agents can save templates with pre-filled information and select the best template for each new ticket, streamlining ticket creation and saving valuable time.
Explore the app in the language you love
We’re thrilled to introduce multilingual support in our mobile app! Now, agents can enjoy a personalized and accessible experience by using the app in your preferred language at any time, anywhere.
Agents can effortlessly update their language settings directly from their profile, ensuring a smooth and user-friendly interface tailored just for you. With this update, we’re making customer support more inclusive and convenient than ever before!
Discover the full range of languages supported by BoldDesk!
Prepare to explore these exciting new features!
The November release brings a suite of powerful updates designed to streamline your workflows, enhance productivity, and elevate your customer experience.
Get in touch with us to schedule a 30-minute live demo to discover how you can customize BoldDesk to fit your particular needs and workflows. Alternatively, you can experience it firsthand by signing up for a free 15-day trial.
As we continue to innovate, your feedback and success as our customers remain our driving force. We’re proud to have successfully implemented many of your requested features and updates. We still strive to meet your expectations and deliver exceptional solutions, ensuring even better experiences in the years ahead. Here’s to a transformative November and beyond!
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