Our Story: How & Why We Built BoldDesk

Over the past two decades, we have learned quite a bit about providing an optimal support experience on a global scale for complex use cases. Our support system is backed by software systems that track every detail accurately. This lets customers know we care, not just with words in a support policy, but in actual practice, day after day, year after year.

For over 20 years, we’ve met the challenge of supporting hundreds of thousands of customers. To do that, we needed a help desk that would support a growing line of products and work globally at five offices across three continents, so we developed Direct-Trac—our in-house ticket management software.

It worked so well that our customers began asking us to provide one for their own use.

Their main requirements were that the help desk be highly customizable and capable of supporting multiple brands. It needed to have a scalable cloud backend, a powerful ticket form, a workflow automation process, and numerous customizations—few help desks on the market had the functionality to be fully customized, yet they were still expensive.

We took our two decades of experience operating a support system, applying what worked and what didn’t, and we built a world–class, customizable, scalable help desk: BoldDesk. And by harnessing the UI power our Essential Studio, we created a user experience that is the best in the world.

First employing BoldDesk internally as our own support system, replacing Direct-Trac, we were so pleased that we decided to make it available to our customers.