Exciting news! BoldDesk’s September release is here! We’re thrilled to announce the latest features update, designed to elevate your customer service experience.
Our dedicated team has been hard at work, incorporating valuable user feedback and industry insights to enhance our platform’s capabilities.
This release includes two significant updates that represent an important step in our pursuit of a comprehensive, omnichannel customer service strategy;
The launch of:
Let’s look at the latest features and functionalities!
We’ve introduced several new features in the ticketing system to enhance its functionality and improve your overall experience.
Ticket templates allow you to generate tickets with pre-defined fields and formats quickly, reducing the time and effort required for manual entry. Agents can create and save customized ticket templates to assist in ticket creation.
To enhance uniformity, you can share templates with specific groups or with an entire organization.
The Brand Changed and Ticket Form fields have been incorporated into the advanced ticket filter to enhance ticket sorting capabilities.
Agents can also prioritize tickets using the Requester Responded field, which organizes requests based on the time the requester has been waiting.
The ticket export function includes extra data fields to ensure you can create more comprehensive and customized ticket reports.
Previously, agents needed to have global ticket access to mark a ticket as spam or delete it. Now, agents with ticket access and the appropriate ‘manage spam’ or ‘manage delete’ permissions can do so.
Suspended and spam emails and tickets will be automatically removed from your system after 30 days, keeping your inbox clean and organized.
The following updates have been added to BoldDesk’s AI assistant.
Introducing custom answers, a new data source for the AI copilot. You can enhance the AI copilot’s intelligence by adding specific questions and answers it might need to answer anticipated customer or employee questions.
Beyond your knowledge base, custom answers empower AI Copilot to deliver even more accurate, relevant, and customized responses.
Our AI unanswered page lets you categorize logs as Processed, Pending, or Irrelevant/Junk. This means more efficient management of unanswered questions and better insights into your support needs.
Tired of juggling multiple systems? BoldDesk’s new integrations create an even more unified platform so you can focus on delivering exceptional customer experiences.
We’ve updated the Microsoft Teams integration to bring you a seamless and efficient way to conduct virtual support meetings directly from BoldDesk.
Advantages of this new feature:
Admins can now create up to 10 distinct agent configurations, each tailored with specific roles and responsibilities.
By entering a unique Microsoft custom role ID, you can precisely define:
This enhanced control lets admins optimize agent efficiency, enhance security, and ensure that every ticket is handled by the right person.
BoldDesk’s insightful reporting and analytics dashboards provide an overview of individual agents and collective team performance, overall help desk effectiveness, and customer satisfaction.
The following feature updates have been made to the reporting module.
We have significantly enhanced our scheduled reports feature to let you automatically generate a wider range of reports.
In addition to the ticket reports, users can schedule the customer satisfaction and agent worklog reports to be generated weekly.
Additionally, in the existing ticket module, support has been provided to generate reports for all ticket metrics and approval-related fields.
We have introduced Tag, Average Response Time, and Approval fields to the ticket metrics report to give you a more comprehensive view of your customer support operations.
Team leads can now pinpoint which agents or agent groups consistently meet or struggle to meet SLA standards, thanks to the following new fields in the SLA dashboard’s advanced filter.
With these enhanced filtering capabilities, you can gain deeper insights into your team’s performance, identify areas for improvement, and ensure that your SLAs are consistently met.
We’ve added SLA and Messages by SLA tabs to the Consolidated Agent Statistics in the agent performance dashboard. Managers can track their team’s performance against SLAs more precisely and identify areas for improvement.
The following new features have been added to the admin module.
The automation feature in the admin module has new fields that provide greater flexibility and control. Users can utilize the following criteria to create even more targeted and efficient automation:
You can easily send notifications to key stakeholders included in a ticket’s CC list. This feature allows you to create customized workflows that keep everyone in the loop, ensuring timely responses and improved customer satisfaction.
Users can easily remove spam tickets from BoldDesk by setting up triggers to delete those containing specific words or phrases in their titles or descriptions automatically.
Our latest update allows you to effortlessly import tickets with custom fields. No more manual data entry or tedious mapping. Simply set the desired conditions, and BoldDesk will handle the rest.
Our new feature allows you to send bulk verification emails to newly imported contacts in a single click. Quickly verifying contacts prevents unauthorized access and helps data integrity.
Do you need more flexibility with two-factor authentication? Our latest update introduces the ability to disable 2FA for specific, already verified agents or contacts.
This gives you greater control over access and security, ensuring that only authorized users can access your system while reducing the hassle of them doing so.
Our knowledge base software has been enriched with the following features.
We’ve introduced powerful SEO enhancements that will boost the visibility of your customer portal home page.
You can drive more traffic to your portal by tailoring the titles and meta descriptions of your customer portal to include the specific keywords customers use when searching for support.
Our new tag search feature makes it easier than ever to find relevant information in the customer portal. Users can simply enter a tag, and the system will instantly display articles related to that tag.
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 updates have been made to the mobile app:
We’ve redesigned the Contact and Approval modules to offer a more intuitive and visually appealing user experience.
Enjoy smoother navigation and a modern look that makes managing contacts and approvals easier.
Agents can change a ticket’s brand directly from the mobile app. This feature, previously available only on the web app, is now included in the mobile app as well.
We’ve integrated the agent signature feature into the mobile app. Whenever an agent opens the reply to editor in a ticket, their set signature will automatically be inserted.
Our new live chat tool lets you connect with your customers and provide real-time assistance. With omnichannel support, you can oversee customer interactions across multiple platforms, ensuring a cohesive and consistent experience.
These features are so awesome, we have to give them their own release blog, where we’ll go over them in depth, examine their benefits and how you can make the most of them. Please check it out!
The BoldDesk team consistently strives to develop and implement the most useful features for our customers.
The following features are in the pipeline and will be rolled out soon:
Keep an eye on our roadmap to stay up to date with these developments. Is there a feature you’d love to see? Request it here!
We believe these latest updates and improvements will enhance your experience with our product and support your teams to deliver even more exceptional customer experiences. If you are not yet a BoldDesk customer, get in touch with us for a 30-minute live demo to try out these new features and find out how BoldDesk can be customized to fit your unique needs and workflows. Or sign up for a 15-day free trial to test it out yourself.
You can help ensure that these new features truly make a difference. Take a minute to provide feedback on your experience in the comment section below.
Previous releases
Increase agent productivity by 3x
Increase customer satisfaction level to 92%
Decrease response times by 30 minutes
Blogs home