What's New Explore the new updates and features of BoldDesk in our November release. Learn more
Streamline your support operations and enhance customer satisfaction with BoldDesk
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 functionality helps convert all incoming customer support emails to tickets to then track inside BoldDesk. Never miss any service request.
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.
Set priority levels to match the ticket's urgency
Customers rate their support experience for ticket updates, enabling your team to track customer satisfaction.
Canned responses are a prewritten set of response templates or messages for frequently asked questions. Ensure consistent responses to common questions.
Worklog allows you to track the total time spent on each ticket update. Such data is then available for review.
Set up tags to categorize or group tickets based on business workflow.
Support your customers all across the world by providing customer service that is translated into multiple languages.
Email signatures can be inserted as common, brand-specific, or agent-specific in outgoing messages when an agent responds with a public comment.
Macro triggers automate repetitive tasks, enabling predefined actions like updates, notifications, and approvals on tickets.
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.
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.
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.
Enhance your team's efficiency with features like canned responses, chat history, and file sharing, enabling quick and effective handling of multiple inquiries.
Convert live chat conversations into support tickets to enhance tracking and resolution.
Send chat transcripts to customers via email for their records.
If a customer goes offline before receiving a reply, the agent's response will be sent via email.
No more switching between apps. Manage all your customer conversations across multiple channels from a single unified inbox.
Email-to-ticket functionality helps convert all incoming customer support emails to tickets to then track inside BoldDesk.
Engage instantly with website visitors, turning queries into leads and loyal customers.
Connect directly with customers on WhatsApp, offering timely support and building strong relationships.
Never miss a message or comment again. Respond to your customers on Facebook, whether they reach out via Messenger or post on your timeline.
Handle direct messages on Instagram to boost engagement and enhance brand presence.
Allowing users to make and receive calls directly from BoldDesk, transfer calls, conduct conference calls, and access complete call history.
Seamlessly send and receive SMS directly within the platform for efficient communication.
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.
Reduce support volume and increase efficiency with a Generative AI and automations
Automatically generate potential replies for the customer support queries.
Empower your support team to respond to customer questions without the burden of syntax or grammar concerns.
AI Automate creates brief summaries of long tickets, helping your team understand the core issue and respond promptly.
Agents can quickly and easily translate messages to other languages
Summarizes lengthy article contents in few sentences.
Generate relevant article meta description to position your article on top of the search engine results.
Self-service, central repository of information for your customers.
Create self-help materials for your products, such as documentation, user manuals, and a help center.
An organization’s centralized repository of information for internal use.
Use categories and sections to organize and group your articles in up to three levels.
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.
Design and manage your documentation publishing process.
Create and manage a multilingual knowledge base to deliver content based on customers’ preferred language.
Customizes the feedback label, rating options, feedback message options, and success message.
Add meta titles, descriptions, and keywords to articles to improve search engine rankings.
Apply tags to articles to organize your content library.
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.
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 on a newly created ticket.
Set up automated rules to perform a predefined set of actions based on selected criteria when an existing ticket is updated.
Set up automated rules to perform a repeated set of actions based on selected criteria every hour.
Set different work times for your support team distributed across different time zones.
Set up holidays for your support team. They can be associated with business hours, used in setting up the SLA.
Send an email to a support team, notifying them about SLA-specified remaining time, and as applicable, breach.
Webhooks allow external systems to be notified automatically when an event occurs and to deliver data to such applications in real time.
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.
A multiple-brand help desk allows you to operate more than one support portal using a single help desk account.
Personalize the support portal with your company logo, brand colors, logins, and general settings.
Custom ticket fields can be created to collect additional information about your support requests, customers and companies.
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.
Email templates allow you to modify predefined email content as needed. Brand-based customization of templates is also supported.
Map your custom domain as part of brand-specific customization.
Create a set of permissions based on agent roles tailored to your organization’s specific needs.
Create custom statuses to manage workflow associated with ticket stage.
A custom agent status is a way for agents to indicate their availability to handle the support operations.
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.
A dashboard tracks the current status of support tickets.
This dashboard is helpful in tracking and analyzing the inflow of tickets over time.
This report tracks and analyzes ticket response ratings as they are submitted by customers.
This report tracks the total time spent on each ticket by agents.
Conversation reports allow you to review ticket updates.
The SLA dashboard provides insight into how your team has been meeting your SLA policies.
Track agent or group (team) performance with this built-in dashboard.
Monitor the performance of contacts or contact groups (companies) 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.
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.
Provide fine-grained permissions to agents to control access to data.
Specify the level of ticket access for an agent when viewing tickets in the support center.
Brand access allows you to define the ticket visibility for agents to so they can only access tickets for specified brands.
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 allow you to limit the IP addresses from which your organization can access the help desk.
Domain Keys Identified Mail (DKIM) signatures notify the recipient that an email was sent from an authorized domain.
You can accept or reject emails from specific senders and domains. Blacklisted emails are blocked and are not routed to spam.
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 provide information about specific events or operations, such as access, change details, who performed an action, and more.
A help desk in your pocket! With the BoldDesk mobile help desk app, you can serve your customers from anywhere.
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