February 2025 Product Updates

Live Chat

Live Chat Updates

Discover all the details related to chat module in the release notes here.

Ticketing System

Improvements in the Ticket Module

Reordering favorite views:

Users can now rearrange their favorite ticket views for better organization and quick access.

Enhanced search functionality:

Previously, searching for a number returned results for Ticket IDs only. Now, search results also include tickets where the number appears in the title.

Configurable status field:

The status field can be enabled in the ticket creation form through field configuration. This allows tickets to be created directly with a Closed status.

Activity Module

Activity – Detailed View

To enhance agent productivity and simplify ticket updates, a Detailed View option has been introduced in the Activity module.

General

New Language Support

We have added support for Portuguese, Indonesian, English (UK), Arabic, and Hebrew. Arabic and Hebrew are supported exclusively in the customer portal.

Additionally, there is an option to update content in Right-to-Left (RTL) format directly from the editor.

Improvements in settings

Added support for the DD.MM.YYYY date format. Also, Users can now configure the start day of the week to either Sunday or Monday.

A new setting has been introduced to restrict ticket editing in the customer portal. When enabled, users cannot edit titles, delete replies, or remove attachments after creating the ticket.

Improved accessibility for switching between light and dark themes.

Lookup field support has been added to the customer portal.

However, it is recommended for internal support purposes. If enabled for external users, this may raise a data security risk, as they could see a list of all users and their email addresses when searching.

Profile Image Improvements

End users can now upload their profile images directly from the profile page in the customer portal. Additionally, agents can upload profile images on behalf of end users within the contact module.

Additionally, agents can upload profile images on behalf of end users within the contact module. Also, a new permission setting has been introduced to restrict agents from uploading their profile images.

Admin Module

New Permissions

A new “Delete Activity” permission has been added to manage the ability to delete activities.

Custom Fields for Users

Previously, custom fields were supported only for contacts. Now, custom fields can also be added for agents.

The same user field can be included in the contact form, agent form, or both.

For example, a custom field such as “Reporting Person” can now be added for agents, allowing for its use in automation, advanced filters, and reporting.
This enhancement improves automation capabilities based on agent-specific fields and enhances reporting flexibility.

Group Owner for Groups

This option allows multiple group owners to be assigned for a single group. Group owners can add or remove members without needing the “Manage Groups” admin permission. This feature enables Group Managers to efficiently oversee their support team.

Reports

Custom Dashboard

We are excited to announce the beta version of custom dashboards! You can easily create dashboards tailored to your specific needs using a variety of available widgets. This flexible and user-friendly feature enhances your workflow with a seamless experience.

Access to custom dashboards can be managed through the Roles and Permissions module, allowing you to enable this feature for specific roles as necessary.

Scheduled Report Enhancements

Added an option to customize the email subject for scheduled reports.
Reports can now be sent to any user, including end users, in the To, CC, or BCC fields. Previously, they were limited to agents.
The activity module is now included in scheduled reports.

System Dashboard Enhancements

Persistent column selection – The last selected columns in the Ticket Metrics Report will now persist and won’t reset on page reload .
New “Group By” options – Added Group By options for Agents and Groups in the Chat Tab for Support Traffic and Support Monitoring.
Last Ticket Status field – This option is now available in the Ticket module’s Advanced Search and as a grid column.

Your AI Copilot Can Now Assist You with BoldDesk-Related Queries

Previously, your tenant’s Copilot could only respond based on your knowledge base and web pages. With this enhancement, you can now include BoldDesk Knowledge as a source, allowing you to easily ask queries about BoldDesk, such as configuring triggers or merging tickets.

To manage this setting, navigate to Admin → AI Feature and enable or disable the option “Include AI Copilot responses using BoldDesk’s knowledge base.”

Login Page Customization

You can now personalize the customer login page by customizing the background image.

Multi-Language Support for AI Copilot/Agent

AI Copilot/Agent now supports 34 languages! You can provide knowledge and interact seamlessly in multiple languages, expanding beyond our previous English-only support.

Enhanced Web Scraping for AI Data Sources

We’ve enhanced AI web scraping with the following improvements:

Improved redirection handling in web crawling.
Enhanced content cleaning for better extraction.
Added support for compressed websites.
Provided support for processing sitemap URLs.
Introduced a dedicated user agent (BoldDesk-Bot) for easier whitelisting and approval via the robots.txt file.

Automation

Option to Add or subtract numeric field in automation

We have introduced a new feature that enables users to either add to or subtract from the numerical fields associated with tickets within the automation action. This functionality is designed to facilitate the activation of custom workflows tailored to specific use cases.

User lookup field support in automation

A Lookup field is a custom field that allows you to link different modules within your system, facilitating streamlined follow-up and reference. We have added Lookup fields to the automation conditions and actions, enabling the creation of workflows tailored to your specific business requirements.

Relative date and time support for custom date time fields in event automation

Relative Date-Time operates by defining a specific time frame that can occur before or after the current time or a field’s value during each execution in event trigger automation.

Users can adjust the field value relatively, based on either calendar hours or specific business hours.

Agent custom field support in automation

User custom fields have been introduced in BoldDesk to tailor agent details according to specific business requirements.

This enhancement allows for a more efficient workflow and an optimized support experience.

Users can create conditions based on the agents’ custom fields and also retrieve these details through webhooks in the respective module.

Integration

Asana Integration

The Asana integration improves collaboration between your support team and product engineers, ensuring seamless tracking of issues and feature requests.

Key Features:

Link and unlink Asana tasks with BoldDesk tickets.
View detailed task information (Workspace, Project, Task Name, Notes, Assignee, Due Date, and Status).
Sync comments between BoldDesk tickets and Asana tasks.
Create Asana tasks directly from BoldDesk.

Customizable Slack Message Cards

We’ve enhanced our Slack integration by enabling the customization of Slack message cards.

You can now choose specific ticket fields to show in Slack notifications, ensuring your team receives the most relevant information at a glance.

Knowledge base

Add a KB Article to Multiple Categories

You can now link a single article to multiple categories or sections without the need to duplicate or clone it. This ensures better organization and more streamlined content management.

Key Feature:

Replicate Article Across Categories: The “Replicate” feature enables you to display a single article in multiple categories effortlessly.
Streamlined Content Management: This functionality simplifies content organization and enhances accessibility, resulting in an improved user experience and more efficient management of the knowledge base.

Mobile app

Introducing Portrait Mode Support for a Smoother Vertical Experience

We have added support for portrait mode, optimizing the interface for a smoother and more efficient vertical experience.

Boost Productivity with Macro Triggers

We’re excited to announce that Ticket Macros, which was previously available only on the web, is now accessible through the mobile app.

You can use predefined templates to perform common actions, such as adding notes and updating ticket statuses, with just a single click.

Automating repetitive tasks saves time and ensures consistent responses.

Mobile app chat

Introducing WhatsApp Template Placeholders

WhatsApp template support allows the agent to send automated, pre-approved messages effortlessly.

Agents can choose a template, fill it in, and easily send it to the end user.

Effortlessly Manage Conversations: Multibrand Chat Selection

Easily select multiple brands from the chat list page to view all brand conversations in a single, unified list. Simplify your workflow and stay organized!

Product Updates – February 2025