We are excited to announce the latest features update in our September release! BoldDesk is dedicated to equipping you with the resources you need to consistently deliver exceptional customer service.
We are always pushing the boundaries to provide you with cutting-edge features and tools that guarantee efficiency and optimal performance, and this release is no different.
BoldDesk has been updated with the following features to enhance the customer support experience:
The following updates have been implemented in the ticketing system to enhance the user experience and increase its efficiency and effectiveness:
This feature automatically embeds an agent’s signature when replying to tickets. Signatures can be set up either globally across the brand or individually for each agent.
The print ticket feature allows users to generate physical copies of tickets for documentation purposes.
Tickets can be printed from either the customer or agent portal.
This feature enables users to instantly access the details of a ticket requester in the card view by just hovering the cursor over the requester’s name.
This feature allows users to view a ticket requester’s IP address and browser details for easy troubleshooting.
Agents can connect tickets using the link option. To facilitate issue tracking, major incident tickets can serve as parent tickets, while minor incident tickets can function as child tickets. A new feature has been added to provide a simpler way to create a child ticket from a parent ticket.
The In Group operator has been added to the advanced ticket filters page. This filter allows users to filter specific tickets from those assigned to a group.
For instance, when a manager applies the Agent | In Group | Finance Department filter, tickets assigned to any agents within the finance department group will be retrieved instead of just tickets specifically assigned to the finance department group.
The following two configuration settings for ticket fields have been introduced.
New configuration settings have been added to allow users to:
We believe that language should never be a barrier to quality service. We have added 13 new languages to our multilingual help desk to help users reach a diverse user base.
These additional languages are Bulgarian, Chinese, Danish, Dutch (Netherlandic), Greek, Hungarian, Malay, Russian, Romanian, Thai, Turkish, Ukrainian, and Vietnamese.
This brings the total number of languages supported in BoldDesk to 26.
Additional integration updates have been made to ensure BoldDesk works seamlessly with your favorite apps.
The significant latest features include :
Users can integrate BoldDesk with the Shopify app. This new integration offers easy access to customer and order data, significantly improving the efficiency of customer support teams.
The following are the key features and advantages of this integration:
The latest features that have been added to the activity module include:
Users can create new custom activity types in the activity fields of the admin module. A total of ten types can be added.
You can now save activity filters as views to better organize and track activities.
The delivery logs feature, which was previously incorporated in the ticket module, has now been included in the activity module.
This feature provides a detailed summary of all the email transactions and records of every activity.
The activity email templates can be customized by navigating to the Email Notifications module on the admin page.
The following approval updates are now available:
We’ve introduced a new feature that allows you to send a reminder email to the approver. This update will ensure that important tasks or decisions are not overlooked.
We have incorporated approval events into webhooks, which facilitates the transmission of real-time data from the approval module to external applications.
The following new features have been added to the knowledge base.
BoldDesk’s knowledge base supports embeddable widgets and webforms, allowing users to embed knowledge base articles in other applications.
This feature provides users with easy access to knowledge base articles, enhancing the overall customer experience and minimizing the number of support tickets.
A new feature has been introduced that allows users to import knowledge base articles from Word documents or Markdown files.
This allows for easy importing of existing documents into the knowledge base, eliminating the need for manual re-typing. This feature can be used in creating and editing articles.
Users can make SEO fields mandatory for articles with this new feature. This rule is only applicable to articles that are publicly accessible.
The following new features have been added to the analytics dashboards and reports page.
Previously, only specific fields of underlying data were listed. A new option has been included to allow users to add extra custom fields of underlying data.
Additional filters have been added to help users extract more insight from worklog reports for improved performance tracking.
BoldDesk now gives users control over which tickets are assigned SLAs. Agents have the option to turn off the default SLA so that no SLA is imposed on tickets unless they set one up.
For instance, users may exclusively allocate SLAs to tickets assigned to a group of agents responsible for product subscription renewals.
The following latest features have been added to the customer portal.
Customers can add a banner image when customizing the customer portal. This option allows them to reinforce their brand using an attractive and informative banner. A default image will be displayed if no background banner image is chosen.
This update allows customers to update their profile information with custom contact fields.
The visibility of these fields can be managed from the admin panel.
Organization owners have the option to seamlessly transfer the ownership of their accounts to another person.
We are confident that these latest features will empower you to consistently deliver streamlined, effective, and user-friendly customer service.
Get in touch with us to set up a 30-minute 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.
Previous releases
Increase agent productivity by 3x
Increase customer satisfaction level to 92%
Decrease response times by 30 minutes
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