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Having a scalable help desk ticketing system is a key factor in ensuring customer satisfaction. It shows how customer-oriented a business is.
BoldDesk is taking initiative by updating its ticketing features in this July 2023 release. The goal was to ensure that all the ticketing system functionalities are up to date with the dynamic advancements in the market.
For better functionality of our help desk ticketing system, several BoldDesk features and modules have been updated and some new features added, too.
This blog details the latest release updates.
1. New ticketing system features
In the ticketing system feature, the following are the latest updates available:
Ticket forwarding to other users
The forward ticket feature allows support agents to forward support tickets to other agents, clients, or third-party vendors.
You can track the ticket-forwarding activity by filtering the type for Forward in the activity module. Additionally, you can set the assignee, due date, and status for future tracking purposes.
Changing the order of system fields in ticket forms
Ticket form fields can now be rearranged in any order, both in the agent and customer portals.
For instance, the category field can be re-ordered to appear at the top of the ticket form.
New fields in the ticket filter and ticket export functionalities
The following new fields have been added to the advanced filter option in the ticket module:
- Solved On
- Closed By
Additionally, a new field has been added to the Excel export option to export ticket descriptions as plain text.
2. Support for six new languages
To reach a wider audience, BoldDesk has added six new languages:
- Finnish
- Japanese
- Korean
- Norwegian
- Polish
- Swedish
This brings the total number of BoldDesk-supported languages to 13.
3. Generative artificial Intelligence (AI) features
With artificial intelligence fast gaining popularity in all markets, integrating AI-based ticketing system features in BoldDesk was the best strategy to ensure our customers stay ahead of the game.
The following are the key next-generation, AI-based features now included in our help desk.
a. Ticket summary
The ticket summary tool will perform the following functions in the ticketing system software on a ticket:
- Identify the key purpose of the conversation.
- Analyze the attitude or emotions expressed by the customer in their support requests.
- Generate summaries of long customer-agent conversations.
Ticket summarization reduces workload, thus helping improve agent productivity.
b. AI-assist options for content
Content can be improved using the following new, AI-based features.
The correct grammar AI feature: Enables support agents to check and correct the grammar for content. This helps make their writing error-free and enhances the quality of support responses.
The rephrase feature: Enables agents to rephrase their customer support responses to make them more professional.
Content AI elaboration feature: This expands on the information already existing in the content, thus enabling the support team to provide longer informative responses.
Shorten feature: This condenses lengthy content to short and concise information or responses by scraping off irrelevant words or phrases.
Translate feature: Enables content or text translation to various languages, making it easy for the support team to interact with end users.
c. New features using AI in knowledge base articles
The following new features have been added to help improve the quality of knowledge base articles.
Article summary
You can create summaries of knowledge base articles to present just the most important information. This makes it easy to read and understand articles for readers with limited time.
Title generator
This generative artificial intelligence feature examines the contents of knowledge base articles to produce SEO-friendly titles for them.
Meta description suggester
You can use this artificial intelligence feature to generate SEO-friendly meta descriptions based on the contents of the knowledge base articles.
Note: BoldDesk is currently offering these new features for free for a limited time. Eventually, they will be available only in the Enterprise or Business plans as additional add-on features.
4. Integration of BoldDesk with third-party apps
To optimize the help desk workflow, integrating third-party apps is important. BoldDesk has made it easier for support teams to use and access their tasks with the following new features.
Integration of BoldDesk tickets with Azure DevOps Boards Tasks
BoldDesk tickets can be integrated with Azure DevOps Boards tasks. The integration includes the following features:
- Creating a link between existing Azure DevOps work items and tickets.
- Synchronizing tickets with work items like comments, status, and priority.
- Viewing Azure DevOps work item details, such as title, type, and status, on the ticket page.
With the integration of Azure DevOps, support agents and product engineering can now collaborate as well as stay up-to-date with task statuses.
Ability to create JIRA tasks directly from BoldDesk
Support teams can now create Jira issues or tasks directly from BoldDesk.
The created tasks will automatically be linked with their respective tickets and their details can be viewed in the ticket details page.
5. Contact management feature updates
The following new contact management features have been added.
Export contacts and contact groups in different file formats
You can now share or export specific sets of contacts and contact groups in CSV or Excel. Customize the export list based on specific fields like address, location, or name.
Additionally, you can import the contacts and contact groups into another application, in either file format.
Show a contact field in the sign-up form
You can now choose whether to show the contact field of the Admin page in the sign-up form or not.
6. New features in knowledge base
BoldDesk’s knowledge base software has been updated with new capabilities for easier navigation and access to information.
Reorder knowledge base article positions
You can now specify the order of articles or drag them to any location in the knowledge base.
Changing the articles’ order to highlight important ones helps improve their readability.
Show or hide articles
Show or hide the following types of articles in the customer portal knowledge base:
- Popular articles in the home page.
- Articles in the same section and category in the article details page.
These options are on the admin page, under knowledge base, in the customer portal settings.
7. Automation feature updates
The following functionality has been updated to make the automation process more streamlined.
Auto-create approval requests in create-ticket trigger automation
You can now add the approval request action to tickets, using the create-ticket trigger and update ticket trigger automation.
To do so, create an automation rule with the Add Approval Request action in the create ticket trigger
If the rule corresponds to a specific ticket, an approval request is added to the ticket.
8. New updates for reports and analytics feature
To enhance the reporting and analysis capabilities, the following new features were added.
Group based on custom fields
An option has been added to the support traffic dashboard and support monitoring dashboard enable grouping by custom field dropdowns.
View underlying data in contact performance dashboards
The support team can now view the contact and contact groups’ performance metrics in the contact dashboard.
To view the detailed ticket information related to different metrics, click the metric.
9. New features in the customer portal
The following feature has been added to the customer portal.
New ticket count widget
There is now a count widget under the ticket module in the customer portal. Customers can see the total number of tickets, pending tickets, and solved tickets.
10. General feature update
The following is a general feature added to BoldDesk.
Support for new data center region
BoldDesk has added a data center in the India region. This means that India can host databases.
Other regions that can host databases are the U.S. and the EU.
Conclusion
With the latest feature updates, BoldDesk is set to enhance the customer experience and streamline your support workflow.
You can book a BoldDesk live demo for better understanding of the new features mentioned in this blog. There is also a BoldDesk free trial for clients interested in first-hand experience with these latest features. For any inquiries, you can reach out to the BoldDesk contact support team.
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