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simple support ticket system

Help Desk Features for Every Business Need

Streamline your support operations and enhance customer satisfaction with BoldDesk

BoldDesk Features

Ticketing

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.

Email to Ticket

Email to Ticket

Email-to-ticket functionality helps convert all incoming customer support emails to tickets to then track inside BoldDesk. Never miss any service request.

Shared inbox

Organize all your support requests in one place, route them to the appropriate agents, track them with certainty, and achieve greater customer satisfaction.

Related Tickets

Related Tickets

The related ticket feature allows your team to group tickets with common issues or themes and to link them to the original ticket.

parent child Ticket

Parent-Child Tickets

Agents can separate a ticket into smaller sub tickets that can be worked simultaneously by multiple agents using parent-child ticketing.

Spilt Tickets

Split Tickets

Split a single ticket into multiple tickets, allowing different agents to work on support requests independently.

Clone Tickets

Clone Tickets

Cloning a ticket allows you to create a duplicate ticket by copying ticket metadata information from an existing ticket.

Spam Ticket

Spam Tickets

BoldDesk can automatically identify spam emails and move them to a separate view for further review.

Suspended Emails

Suspended Emails

BoldDesk can automatically identify and move irrelevant emails to a suspended state for further review, with the option of later converting them to tickets.

Deleted Tickets

Deleted Tickets

Tickets that are deleted are moved to a Deleted Ticket view, which allows users to permanently delete or restore a ticket.

ticket category

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.

Tags

Ticket Tags

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

Message Tag

Message Tag

Messages and conversations can be tagged in order to be further classified and filtered.

Predefined Templates

Predefined Templates

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

Ticket Insights

Ticket Insights

Ticket insights provide metrics for each ticket, such as response, SLA, assignment, and status. This information allows your team to refine support operations.

Ticket Worklog

Ticket Worklog

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

@Mentions

@Mentions

Mention agents in a message to alert them when their attention is needed.

Private Notes

Private Notes

Private notes enable agents to collaborate with teams for internal communication that is not visible to customers.

private Ticket

Private Ticket

A private ticket is not visible to customers/requesters and can only be accessed by agents. These tickets can be used for internal action.

Share Ticket

Share Ticket

Using the share ticket feature, you can collaborate with teams in other departments that do not have access to the ticket.

Watchers

Watchers

Watchers enable users to add internal users (agents) to each ticket, either manually or through automation, to include them in ticket notifications.

CC

CC

CCs enable users to add any email address to each ticket, either manually or through automation, to include them in ticket notifications.

Ticket view

Ticket Views

Ticket views allow users to customize, filter, and save view settings to display tickets. Views can be kept private, made public, or shared with a specific group.

Ticket Layout View

Ticket Layout View

The ticket layout view allows users to customize and visualize the ticket listing.

File Attachments

File Attachments

Attach files (up to 30MB) to a ticket while it is being created or in replies to agents and contacts.

Delete File

Delete File

Delete files associated with a ticket update.

Delete Message

Delete Message

Delete public messages associated with a ticket update.

Customer Satisfaction Rating

Customer Satisfaction Rating

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

Ticket Column chooser

Ticket Column Chooser

Customize the ticket grid view to include necessary columns, including custom fields.

Excel Export

Excel Export

BoldDesk offers an option to export tickets with all ticket information to JSON or CSV format.

Create-Update Tickets on Customer Behalf

Create/Update Tickets on Customer Behalf

Agents can create a new ticket or post a ticket update on behalf of customers from the agent portal.

Embeddable Web Forms

Embeddable Web forms

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.

embeddable-help-widgets

Embeddable Help Widget

By adding a small piece of script, you can create a personalized help widget and embed it in any external website, such as WordPress.

Link Related Contacts

Link Related Contacts

Link related contacts to a ticket for internal reference.

Add External Links

Add External Links

Add external webpage links to a ticket. These can be used as references by your customers.

BoldDesk helps agents increase productivity and provide faster responses to support requests, which keeps things moving forward.

Keyboard Shortcuts

Keyboard Shortcuts

Use keyboard shortcuts in BoldDesk for a quick and easy way to navigate through the user interface.

Personal Settings

Personal Settings

Modify your account information and personalize your BoldDesk experience.

Save Items

Save Items

Tickets, contacts, and contact groups can be saved for future use.

Quick Actions

Quick Actions

Quick actions allow users to edit ticket properties such as category, assignee, priority, date, status, and tags inline.

Quick Ticket Preview

Quick Ticket Preview

Users can quickly preview ticket details and perform ticket actions just as with the ticket detail view.

Quick Preview Contact Details

Quick Preview Contact Details

This feature allows you to view a customer’s contact details without having to navigate to a full profile page in the ticket details page.

Automations

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.

Ticket Assignment

Ticket Assignment

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

Create Triggers

Create Triggers

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

Update Triggers

Update Triggers

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

Time Triggers

Time Triggers

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

Business Hours

Business Hours

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

SLA Notifications

Holidays

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

SLA Notifications

SLA Notifications

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

web hooks

Webhooks

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

Customizations

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.

Multi-brand help desk

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

Rebranding

Rebranding

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

Custom Ticket Fields

Custom Ticket Fields

Custom ticket fields can be created to collect additional information about your support requests. More than 10 field types are supported.

Field Display Condition

Field Display Condition

Field display condition shows and hides related fields based on the state of other form fields.

Field Dependencies

Field Dependencies

Use a field dependency to create a parent-child relationship (cascading effect) between two fields.

Custom Contact Fields

Custom Contact Fields

Custom contact fields can be created to collect additional information about your customers.

Custom Contact Group Fields

Custom Contact Group Fields

Custom contact group fields can be created to collect additional information about your customer’s company.

Custom Ticket Forms

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 Views

Custom Views

Ticket views are used to create a saved filter that is predefined based on specific criteria. Views can be shared across the organization or to a group, or they can be kept private.

Custom Agent Roles

Custom Agent Roles

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

Custom Statuses

Custom Statuses

Create custom statuses to manage workflow associated with ticket stages.

Email Templates

Email Templates

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

Custom Domain Mapping

Custom Domain Mapping

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

Customer Portal

Customer portal software enables customers to track and send tickets through an easy-to-use interface. Customize the customer portal for each brand you manage by changing the logo, login options, announcement banner, and password policies

Multi-brand help desk_1

Multi-branded customer portal

Multi-branding enables you to operate a separate support portal for each brand, customizing and replicating your product branding.

Organization Tickets

Organization Tickets

Contacts can view all tickets created by their company under the Organization Tickets tab.

CC’d Tickets

CC’d Tickets

Contacts can view all CC’d tickets under the CC’d Tickets tab.

Announcement Banner

Announcement Banner

An announcement banner lets you publish important messages for your customers in the customer portal.

Export Tickets

Export Tickets

BoldDesk offers an option to export tickets with all ticket information to JSON or CSV format.

CC

CC

Adds an external user in CC to notify them of a ticket response.

Reports

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.

Support Traffic Dashboard

Support Traffic Dashboard

A dashboard tracks the current status of support tickets.

Support Monitoring Dashboard

Support Monitoring Dashboard

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

Satisfaction Survey Report

Satisfaction Survey Report

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

Worklog Report

Worklog Report

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

Conversation Report

Conversation Report

Conversation reports allow you to review ticket updates.

SLA Dashboard

SLA Dashboard

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

Advanced Filter

Advanced Filter

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

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.

Roles and Permissions

Roles and Permissions

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

Ticket Access Scope

Ticket Access Scope

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

Brand-Based Access

Brand-Based Access

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

Single Sign-On

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.

IP Restrictions

IP Restrictions

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

DKIM for Email

DKIM for Email

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

Whitelist or Blacklist Senders

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.

Password Policies

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.

Audit Logs

Audit Logs

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

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