The wait is over! The BoldDesk® November 2024 release redefines efficiency and improves the customer support experience by delivering everything from performance improvements to powerful AI-driven tools.
We’ve crafted updates designed to streamline your workflows, simplify your processes, and make your day-to-day tasks easier.
Keep reading to peruse the release highlights.
Ticketing system updates
Our ticketing system is designed to keep your support operations smooth and your clients happier. In the November 2024 release, we have added the following ticketing enhancements:
Optimize ticket management with detail view
Select the new detail view for a clearer, more comprehensive look at each ticket. The view provides an Outlook-style interface for managing and reviewing tickets.
If you love this new view, you can set it as your default through personal or global settings!
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, letting you select a view, and then automatically hides when the cursor moves away.
This update is especially beneficial when using the new detail view layout included in this release, ensuring a clutter-free, streamlined workspace.
Instantly access requester details in the revamped requester panel
We’ve updated the requester panel on the ticket details page to give you more control and customization options.
Previously limited to basic contact fields, you can now select and display additional fields, including custom ones.
This enhancement ensures critical contact details are easily accessible.
Use new customer satisfaction (CSAT) survey features for deeper 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 and even when tickets are already closed—no more relying on email-based ratings!
- Follow-up questions for CSAT surveys: After receiving a rating, agents can now ask targeted follow-up questions to better understand customer feedback. This is especially useful after receiving a negative rating.
- Brand-specific control for CSAT surveys: In a multibrand portal, you can now turn CSAT surveys on or off for each brand, giving you more control over the feedback collection process.
These enhancements make gathering and analyzing customer satisfaction data easier and more insightful for your business.
Use macros to complete repetitive tasks with just one click
Macro triggers simplify and speed up ticket management. They empower agents to handle repetitive tasks with a single click.
Macros can be used to assign tickets, update properties, send email notifications, add notes, create activities, initiate approvals, and share tickets.
Auto refresh ticket lists to stay up to date
You asked, we delivered! Our new auto-refresh feature ensures you never miss an update. Every three minutes, if new tickets are available, you’ll see an option to refresh the list and view them instantly.
View group-related tickets directly in contact profiles
We’re excited to introduce an upgrade to contact profiles! If a contact is part of a contact group, you can now 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 for maximum convenience.
Streamline ticket management with bulk spam marking
You can now select and flag multiple tickets as spam at once. Save time, boost efficiency, and simplify the process of managing unwanted tickets.
Create brand-specific ticket statuses
Managing multiple brands just got easier! With this new feature, you can now define ticket statuses unique to each brand, offering unmatched flexibility and customization.
Easily map ticket statuses to brands by using field dependencies, ensuring each brand operates within the workflows tailored to its specific needs.
Artificial intelligence
BoldDesk® artificial intelligence features empower 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, an AI-powered bot that gives your customers instant, accurate answers to their questions while reducing your support traffic by addressing common queries in a flash.
The AI agent is embeddable, so you can integrate it into any of your websites and provide customers with smarter, faster solutions right on the spot!
Boost your search with AI agent and copilot knowledge sources
We have added two powerful new knowledge sources to boost the BoldDesk® AI capabilities: webpages and PDF documents.
With these additions, BoldDesk® AI is ready to provide richer, more accurate responses by drawing directly from your web content and document resources.
Optimize your replies by reviewing them with AI
Empower your support staff with the BoldDesk® enhanced AI review feature, designed to ensure accuracy and completeness in every response.
The AI review highlights whether you’ve addressed all the points from the original ticket in your response, identifying areas that need further attention. It also provides a suggested response—a ready-to-use, polished reply—to help agents craft thorough and thoughtful communications.
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.
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 the enhanced search page
We’ve revamped the search functionality in the customer portal to make finding articles faster and more effective. A dedicated search page allows customers to refine search results by using key details like category and section.
Find answers faster with AI-powered search
We’ve revolutionized how you find answers in your knowledge base with an AI-enhanced search feature. Now, you can just enter a question using natural language and then select Generate answer using AI, the first item in the results list.
Integrations
New BoldDesk® integrations provide more connectivity and more ways to delight your clients.
Make calls with Aircall integration
Aircall integration provides seamless call management directly into BoldDesk, allowing agents to make and receive calls without switching between apps.
All Aircall call information is captured automatically as BoldDesk® tickets or activities, providing a record of what transpires between a client and the organization during the call.
Key features of the system include direct call functionality, conference calling, an advanced interactive voice response process, call forwarding, and voicemail.
Access customer details with WooCommerce integration
Integrate your WooCommerce e-commerce store with BoldDesk® so that your support staff can access essential customer and order information without switching between apps.
With the WooCommerce integration, your agents can retrieve detailed client data and view real-time updates on the customer’s last five orders. This includes specifics such as items purchased, prices, shipping charges, and discount details.
Manage payments and subscriptions with Stripe integration
Stripe integration simplifies payment management and subscription tracking by providing your support team with instant access to customer and subscription details within a single platform.
Managing numerous customer accounts, subscriptions, invoices, and payments is made easy and effective with Stripe’s secure payment processing. Support agents can quickly access vital customer information and payment histories directly in BoldDesk®, enabling faster, more accurate responses to inquiries.
Moreover, Stripe integration also makes it easy to handle cancellations and refunds as well.
Sync BoldDesk® activities with your Office 365 calendar
Agents can manage their BoldDesk® activities in real time by linking them to their Office 365 calendar, thereby eliminating the challenge of task scheduling and management.
Key features
- Task syncing: Sync BoldDesk® activities 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 to help you stay on top of tasks and meet deadlines.
To get started, the BoldDesk® admin must install the Office 365 Calendar integration from the BoldDesk® integrations marketplace. Then, agents need to authorize the Office 365 Calendar app through their profiles’ Apps section.
Schedule and join Microsoft Teams meetings
Connect Microsoft Teams with BoldDesk® to schedule and manage meetings directly within your support platform.
Key features
- Schedule meetings from BoldDesk®: Easily schedule, reschedule, and cancel meetings directly in BoldDesk® to keep all meeting activities organized in one place.
- Join meetings from BoldDesk®: Once scheduled, meetings and their links are automatically updated in activity comments, allowing you to join directly from BoldDesk®.
- Add meeting events to the Microsoft Teams calendar: Any meeting you create in BoldDesk® will be instantly added to your Microsoft Teams calendar.
- Timely reminders via Microsoft Teams: Automatic reminders sent 15 minutes prior to the meeting, handled through Microsoft Teams, ensure you’re always prepared.
To activate this latest feature, the BoldDesk® admin must first install the MS Teams Meeting integration from the BoldDesk® integration marketplace, and then agents can authorize the MS Teams Meeting app via the Apps section in their profiles.
Automation
Skip tiresome, repetitive tasks at every stage of a ticket with the latest BoldDesk® automation updates.
Automate ticket forwarding
Automatically forward tickets based on predefined criteria to save time.
Automate data transfer by using reference field updates
Take your automation to the next level with the ability to copy values from one field to another. This feature streamlines workflow creation by allowing you to transfer data, such as the support tier from a contact field to a ticket field, automatically upon ticket creation.
Leverage relative date-time support in time triggers
We’ve added powerful new operators for date and date-time fields in time triggers so that 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 for unmatched flexibility and precision in automating your processes.
Stay on track with SLA notification support for Watchers
This new feature ensures that watchers receive automatic SLA reminders and escalation notifications, keeping them informed of critical updates every step of the way.
Admin module
We’ve improved the Admin module with the following updates:
Organize and filter agents easily with the new tagging feature
We’ve made it easier to manage and filter your agents by letting you assign tags to them. You can use tags in the user lookup field filters to identify and segment specific agent groups.
For example, you can tag agents as “Manager” and then filter by this tag in the user lookup to display only managers.
Stay tuned—tag support will soon be extended to automations, 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 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 you create, such as a “Manager” user picker dropdown, to make data entry and user selection more efficient.
Leverage 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, you can set images to load only when users are logged into the BoldDesk® portal. In emails, images will appear as broken links unless the user is logged in. This feature can be enabled to meet specific compliance requirements.
- Control agent signatures for private notes: By default, agent signatures are applied to both private and public notes. A new organization-level setting gives you the flexibility to disable agent signatures for private notes.
- Restrict cc’d user actions in the customer portal: A new brand-level setting allows you to decide whether cc’d users can add comments in the customer portal or if they should be limited to 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 two-factor authentication (2FA) for customer portal: For enhanced security, 2FA can now be enforced for customer portal users. Activate this setting to ensure a higher level of security for your customers.
Control access with permission enhancements
We’ve expanded the permissions system to give you more control over user access and actions within BoldDesk®:
- View-only ticket access: Restrict agents from making updates to tickets they aren’t assigned to while still allowing them to view group-assigned tickets. This ensures better oversight while preventing unauthorized changes.
- Granular report and dashboard permissions: Limit access to specific reports and dashboards based on 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.
The following feature updates have been added to BoldDesk® email support.
Add a global bcc to outbound emails
You can add a global bcc to all outbound emails for compliance, auditing, or record-keeping purposes.
Send email notifications to agents mentioned in ticket events
Agents now receive email notifications whenever they are directly mentioned in ticket events, ensuring they never miss important updates.
Activity module
We’ve made several enhancements to the Activities module to improve usability:
- Apply sorting options: Organize activities by priority or comment date.
- Edit activity comments: Directly edit activity comments, just like ticket comments.
- Reorder columns: Customize your table view by rearranging columns with the column chooser.
Approvals module
We’ve improved the Approvals 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.
Reports and analytics
Data-driven decisions are at the heart of business success, and with BoldDesk® reports and analytics, you gain powerful tools to make informed choices.
Utilize new scheduled reports enhancements
We’ve made some enhancements to the scheduled reports feature to give you even more flexibility and control over your data:
- Custom fields in advanced filters: 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 insight into user-related data.
- cc and bcc support: You can now share reports with greater ease thanks to the addition of cc and bcc options.
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 likes and dislikes columns 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 with new, customizable notifications
The in-app notification feature brings real-time alerts directly to BoldDesk®, keeping you updated on events that matter most.
Here are the other notification enhancements included in this release:
- Customizable alerts: Tailor your notifications to your preferences. Adjust the notifications settings in your profile so you can focus only on what’s important to you.
- Email alert management: Turn off email alerts for specific events if you prefer in-app notifications for them.
- Multibrand flexibility: Customize notification settings for each brand in multibrand portals.
- Focused notifications: Control which notifications appear in the “focused” notifications and which ones go to “others” for a clutter-free experience.
Personalize your experience with profile pictures
Agents can now upload their profile pictures directly from their profile page, bringing a personal touch to your support 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, where we plan to feature profile pictures even more prominently throughout BoldDesk®!
Find and track tickets from the home page
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 criteria.
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.
Select from standard, fluent, and professional tones to craft replies that suit any situation. Deliver polished, on-brand responses in seconds, wherever you are!
Collaborate better with @mentions
The @mention feature, previously only available for BoldDesk® on the web, is now in the BoldDesk® mobile app. Mention and ping your colleagues in tickets directly from your phone, keeping everyone in the loop!
Navigate the redesigned mobile app layout
We’ve redesigned the mobile app layout to put all essential tools right at your fingertips.
Navigate with intuitive gestures
Navigate the mobile app with gestures—just swipe to move 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 prefilled with 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 the BoldDesk® mobile app! Now, your agents can enjoy a personalized and accessible experience by using the app in their preferred language anytime, anywhere.
Agents can update their language settings directly from their profile. 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 2024 release delivered a suite of powerful updates designed to streamline your workflows, enhance productivity, and elevate your customer support experience.
Get in touch with us to schedule a 30-minute live demo to discover how BoldDesk® can be customized 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 remain our driving force. We’re proud to have implemented many of your requested features and updates as we strive to meet your expectations and deliver exceptional solutions.
Our commitment is to keep improving, ensuring even better experiences in the years ahead. Thank you for being a part of our journey!
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