Help Desk Features for Every Business Need

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Trusted by companies of all sizes

Ticketing System

Organize all your support requests in one place, route them to the appropriate agents, customize support creation forms, collaborate with your teammates, and increase agent productivity.

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Email to Ticket with AI-Powered Replies

Convert incoming support emails into tickets instantly and enhance them with AI-generated responses ensuring faster, context-aware replies without manual effort.

Priorities

Set priority levels to match the ticket's urgency

Predefined Templates

Canned responses are a prewritten set of response templates or messages for frequently asked questions. Ensure consistent responses to common questions.

Tags

Set up tags to categorize or group tickets based on business workflow.

Agent Signature

Email signatures can be inserted as common, brand-specific, or agent-specific in outgoing messages when an agent responds with a public comment.

Ticket Views

Easily find tickets using advanced search filters, including custom fields, for a more efficient workflow.

Ticket Sorting

Sort tickets using various available fields to organize and prioritize them.

Ticket Category

Categories aid in ticket classification; for example, Support, Sales, Marketing, and so on. There are two kinds of categories public and private. Private categories are not visible in customer portal, only private tickets can be created for this category.

Customer Satisfaction Rating (CSAT)

Customers rate their support experience for ticket updates, enabling your team to track customer satisfaction.

Ticket Worklog

Worklog allows you to track the total time spent on each ticket update. Such data is then available for review.

Multilingual Help Desk

Support your customers all across the world by providing customer service that is translated into multiple languages.

Ticket Macros

Macro triggers automate repetitive tasks, executing predefined actions like for updates, notifications, and approvals on tickets.

Save and Share

Keep important tickets or messages saved for future reference and share them with other agents when needed.

@Mention

Tag agents in replies or private notes to notify them instantly and improve collaboration.

Live Chat

Enhance customer engagement and support with our live chat features. Seamlessly integrate live chat into your website, track conversations, and ensure timely responses to customer queries. Below are the key features available in our live chat module.

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BoldDesk omnichannel inbox with an active customer chat, Ask AI assistance, and an embedded widget showing a support reply.

Shared Inbox for Multiple Channels

Track chat conversations from the live chat widget, Facebook and WhatsApp. The inbox includes features like read and delivery receipts, message deletion, and visited pages.

Enhance Support Efficiency

Enhance your team's efficiency with features like canned responses, chat history, and file sharing, enabling quick and effective handling of multiple inquiries.

Export Conversations

Send chat transcripts to customers via email for their records.

Personalized Chat Experience

Customize the live chat with your own greetings, email requirements, and automated confirmations for better engagement.

AI Agent Assistance

Use AI to answer questions instantly using your knowledge base, automating support and improving resolution times.

Advanced Sorting Options

Sort conversations by source, status, or priority for streamlined management.

Modify Chat Requester

Change the requester of an ongoing chat to a more appropriate contact while keeping context intact.

Chat SLA Management

Automate response goals and ensure timely support by setting SLAs for live chat. Track key metrics, send reminders, and escalate overdue chats to maintain service quality.

Web SDK Chat Customization

Easily integrate and tailor the chat widget’s behavior and appearance using Web SDK—giving you full control over the chat experience.

Embeddable Live Chat Widget

Embed the live chat widget with a single line of code and customize it to match your website's design. It also supports an offline form to create tickets when agents are offline and includes trusted domain support.

Link Conversation to Ticket

Convert live chat conversations into support tickets to enhance tracking and resolution.

Offline email for customers

If a customer goes offline before receiving a reply, the agent's response will be sent via email.

IP Access Control

Block specific IPs to prevent unauthorized access and ensure secure, controlled live chat interactions.

Email Transcripts

Send chat transcripts via email, allowing customers to access past conversations anytime.

Enhanced Widget Client API

Control chat sessions, widget visibility, and interactions with advanced customization options.

Manage Chat Participants

Add or remove chat participants to keep key stakeholders engaged and informed.

Custom CSS & JS for Chat Widget

Personalize your live chat widget with custom CSS and JavaScript to match your brand and add unique functionality for a tailored user experience.

Iframe Embedding

Embed the live chat widget directly into your webpage layout for a seamless, native-like support experience.

Omnichannel Inbox

No more switching between apps. Manage all your customer conversations across multiple channels from a single unified inbox.

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BoldDesk omnichannel inbox with an active customer chat, Ask AI assistance, and a contact panel showing ticket status Open.

Email

Email-to-ticket functionality helps convert all incoming customer support emails to tickets to then track inside BoldDesk.

WhatsApp

Connect directly with customers on WhatsApp, offering timely support and building strong relationships.

Instagram

Handle direct messages on Instagram to boost engagement and enhance brand presence.

SMS

Seamlessly send and receive SMS directly within the platform for efficient communication.

Slack

Connect Slack to get real-time ticket notifications, respond faster, and keep your team in the loop—all without switching apps.

Telegram

Respond to customer messages on Telegram directly from BoldDesk®. Keep everything organized and never miss an important conversation.

Live Chat

Engage instantly with website visitors, turning queries into leads and loyal customers.

Facebook

Never miss a message or comment again. Respond to your customers on Facebook, whether they reach out via Messenger or post on your timeline.

Voice

Allowing users to make and receive calls directly from BoldDesk, transfer calls, conduct conference calls, and access complete call history.

Embedded Web Form

Incorporate a contact us or ticket creation form into any external website, such as WordPress. When a customer submits a request, a ticket is automatically created.

Ticket Web Widget

Let customers reach out right from your website with an easy-to-use support widget. They can create tickets, find answers, or start a live chat without any hassle.

Generative AI-Powered Copilot

Reduce support volume and increase efficiency with a Generative AI and automations

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Agent Copilot Chat

Automatically generate potential replies for the customer support queries.

Summarize Tickets

AI Automate creates brief summaries of long tickets, helping your team understand the core issue and respond promptly.

Summarize KB Article

Summarizes lengthy article contents in few sentences.

AI-Suggested Replies

Insert smart, context-aware answers into email notifications using a simple placeholder—no manual input needed.

AI Agent Customization

Control tone and response length to match your brand. Preview and fine-tune replies before going live.

AI Writing Assistant

Empower your support team to respond to customer questions without the burden of syntax or grammar concerns.

Translate Your Reply

Agents can quickly and easily translate messages to other languages

SEO Attributes

Generate relevant article meta description to position your article on top of the search engine results.

AI Actions

Let AI execute tasks like order cancellations or data lookups by integrating with internal and external APIs.

Knowledge Base

Self-service, central repository of information for your customers.

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Public Knowledge Base

Create self-help materials for your products, such as documentation, user manuals, and a help center.

Categories & Sections

Use categories and sections to organize and group your articles in up to three levels. 

Workflow

Design and manage your documentation publishing process.

Customize Satisfaction Feedback

Customizes the feedback label, rating options, feedback message options, and success message.

Tags

Apply tags to articles to organize your content library.

Article Feedback and Engagement

Let users like, dislike, and comment on articles so you can improve content with real feedback.

Recommendations

Offer AI-driven recommendations based on user behavior and search history for better guidance.

WYSIWYG Editor

Provide a no-code editor with rich text, images, and links for effortless formatting.

AI-Powered Article Generation

Generate well-structured knowledge base articles using AI to save time and effort.

Internal Knowledge Base

An organization’s centralized repository of information for internal use.

Article Template

Article templates contain pre-defined articles that are structured in a specific order. These templates aid in the creation of a consistent structure for knowledge articles.

Multilingual Knowledge Base

Create and manage a multilingual knowledge base to deliver content based on customers’ preferred language.

On-page SEO

Add meta titles, descriptions, and keywords to articles to improve search engine rankings.

Smart AI Search

Instantly deliver answers with AI-powered predictive search for a faster self-service experience.

Related Articles

Auto-suggest related articles to enhance self-service and reduce support ticket volume.

Version Control

Track changes, restore past versions, and safeguard content from accidental loss.

Markdown Editor

Offer a lightweight Markdown editor with simple syntax for clean, structured content.

Workflow Automation

Using no-code automation, create a business-specific operation workflow to perform recurring manual tasks at each stage of the ticket life cycle. SLAs allow you to automatically set the response and resolution times for tickets.

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Ticket Assignment

Automatically assign tickets to agents in a group in a round-robin fashion.

Update Triggers

Set up automated rules to perform a predefined set of actions based on selected criteria when an existing ticket is updated.

Business Hours

Set different work times for your support team distributed across different time zones.

SLA Notifications

Send an email to a support team, notifying them about SLA-specified remaining time, and as applicable, breach.

Create Triggers

Set up automated rules to perform a predefined set of actions based on selected criteria on a newly created ticket.

Time Triggers

Set up automated rules to perform a repeated set of actions based on selected criteria every hour.

Holidays

Set up holidays for your support team. They can be associated with business hours, used in setting up the SLA.

Webhooks

Webhooks allow external systems to be notified automatically when an event occurs and to deliver data to such applications in real time.

Customization

Create a customized ticket form with custom ticket fields and control the visibility of the fields with the field display condition. Change the logo, login options, ticket layout preferences, and password policies in the help center for each brand.

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Multi-Brand Help Desk

A multiple-brand help desk allows you to operate more than one support portal using a single help desk account.

Custom Fields

Custom ticket fields can be created to collect additional information about your support requests, customers and companies.

Email Templates

Email templates allow you to modify predefined email content as needed. Brand-based customization of templates is also supported.

Custom Agent Roles

Create a set of permissions based on agent roles tailored to your organization’s specific needs.

Agent Custom Status

A custom agent status is a way for agents to indicate their availability to handle the support operations.

Rebranding

Personalize the support portal with your company logo, brand colors, logins, and general settings.

Custom Ticket Forms

Customize ticket forms to be brand-specific. You can add, remove, or reorder ticket fields in a form with a different form template for each brand.

Custom Domain Mapping

Map your custom domain as part of brand-specific customization.

Custom Statuses

Create custom statuses to manage workflow associated with ticket stage.

Reports & Analytics

Display insightful, real-time data using the built-in reports and dashboard to help you make informed decisions about improving customer service. Track SLAs and improve customer satisfaction and team performance for your business by monitoring every aspect of your support experience.

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Support Traffic Dashboard

A dashboard tracks the current status of support tickets.

Satisfaction Survey Report

This report tracks and analyzes ticket response ratings as they are submitted by customers.

Conversation Report

Conversation reports allow you to review ticket updates.

Agent Performance Dashboard

Track agent or group (team) performance with this built-in dashboard.

Advanced Filter

Search and filter the tickets based on specific criteria, save them as a view, and share them across teams or the organization.

Support Monitoring Dashboard

This dashboard is helpful in tracking and analyzing the inflow of tickets over time.

Worklog Report

This report tracks the total time spent on each ticket by agents.

SLA Dashboard

The SLA dashboard provides insight into how your team has been meeting your SLA policies.

Contact and Contact Group Performance Dashboard

Monitor the performance of contacts or contact groups (companies) with this built-in dashboard.

Security​

To protect your customers' data, security systems control access to your entire organization and secure your data at multiple levels. Encryption, audit logs, IP restrictions, and SSO are features that can help you protect your data and limit access to only authorized users.

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Roles and Permissions

Provide fine-grained permissions to agents to control access to data.

Brand-Based Access

Brand access allows you to define the ticket visibility for agents to so they can only access tickets for specified brands.

IP Restrictions

IP restrictions allow you to limit the IP addresses from which your organization can access the help desk.

Whitelist or Blacklist Senders

You can accept or reject emails from specific senders and domains. Blacklisted emails are blocked and are not routed to spam.

Audit Logs

Audit logs provide information about specific events or operations, such as access, change details, who performed an action, and more.

Ticket Access Scope

Specify the level of ticket access for an agent when viewing tickets in the support center.

Single Sign-On

Single sign-on with BoldDesk allows users to log in and access their help desk account with a single set of credentials by using SSO systems such as Office 365, OAuth 2.0 providers, and OpenID.

DKIM for Email

Domain Keys Identified Mail (DKIM) signatures notify the recipient that an email was sent from an authorized domain.

Password Policies

Create your own password policies to enforce secure, strong passwords, password rotation frequency, and password expiration to meet your security standards and policies.

Mobile Apps​​

A help desk in your pocket! With the BoldDesk mobile help desk app, you can serve your customers from anywhere.

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