Help Desk Features for Every Business Need

Set priority levels to match the ticket's urgency

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

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

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

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

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

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.

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

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

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

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

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

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

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.

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

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

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

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.

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

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

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

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

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

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

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

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

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

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

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

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.

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.

Automatically generate potential replies for the customer support queries.

Summarizes lengthy article contents in few sentences.

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

Agents can quickly and easily translate messages to other languages

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

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

Design and manage your documentation publishing process.

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

Apply tags to articles to organize your content library.

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

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

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

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

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.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.

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

Create custom statuses to manage workflow associated with ticket stage.

A dashboard tracks the current status of support tickets.

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

Conversation reports allow you to review ticket updates.

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

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

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

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

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

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

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

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

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

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

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

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.

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

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