What's New Explore the new updates and features of BoldDesk in our November release. November 2024 product updates
Increase agent productivity and ticket resolution by breaking down the procedures required to resolve an issue into smaller tasks.
Activities are items that can be independent or tied to a ticket or a contact. There are three types of activities:
Resolve a ticket more efficiently by breaking it down into subtasks and assigning them to different agents.
Record a call summary with a customer in the context of a ticket.
Take notes on meetings with customers in the context of a ticket.
Break up onboarding duties, such as assigning a laptop, installing software, holding onboarding meetings, and so on, across multiple tasks and assign them to multiple teams under a primary ticket.
When different teams are working on a single ticket, individual tasks can be allocated to specific people and their statuses can be tracked.
When an agent meets with a customer about a ticket, a summary of the conversation can be logged in a meeting activity to increase transparency.
When several teams collaborate on a single ticket, any number of tasks can be added to the ticket and assigned to separate agents.
Features that enhance task module
Record phone calls and track customer interactions to provide context to your teams.
Record meeting minutes and track customer interactions to provide context to your teams.
Tickets and activities can be linked. Related activities can be found on a ticket’s Details page under the Activities tab. Activities can be allocated to different agents, rather than the same one, and their statuses can be tracked.
Easily navigate and review activities.
Link an action to a ticket or a contact.
Communicate with other agents by adding comments to an activity.
Track activities based on status.
A single unified view allows agents to view many types of activities in a centralized and streamlined manner.
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