Product Updates – May 2023

Ticketing System

Multilingual help desk

BoldDesk now supports multiple languages. Currently, it supports the following languages:

• English
• French
• German
• Italian
• Portuguese
• Spanish
• Czech

Learn more

Advanced ticket search enhancements

To make it easier to find the tickets you’re looking for, we’ve added the following new fields to the Advanced Filter in the Ticket module:

Last modified by:

This field allows you to filter tickets based on the person who last modified them.

Last replied by:

This field allows you to filter tickets based on the person who last replied to them.

Ticket external reference ID:

This field allows you to filter tickets using an external reference ID.

“Not all” operator in the tag field:

This operator allows you to exclude tickets that have all the tags you specify.

Multiple selection of the subject field for keyword filtering:

This allows you to search for tickets that contain multiple keywords in the subject line.

Knowledge Base

Multilingual knowledge base

A multilingual knowledge base is an information repository that contains articles and insights in multiple languages. Currently, it supports the following languages:

• English
• French
• German
• Italian
• Portuguese
• Spanish
• Czech

Learn more

Knowledge base enhancements

Search improvements:

Make the Search function more efficient and effective by improving the way search queries are processed and improving how search results are ranked.

Knowledge base access restrictions:

Limit the access to who can view the knowledge base portal. Either all users or a logged-in user.

Activity Module

Activity module gets major updates with new features

We have added the following new features to the Activity module:

Support for attaching files and images in comments:

You can now attach files and images to your comments in the Activity module. This makes it easier to share information and collaborate with others.

Filtering support:

You can now filter activities by type, status, and date range. This makes it easier to find the information you need.

The ability to add watchers to activities:

You can now add watchers to activities. Watchers will be notified when new comments are added to an activity.

The inclusion of an activity module filter in the global search page:

You can now search for activities in the global search page. This makes it easy to find activities that are relevant to your work.

The ability to mention agents in comments:

You can now mention agents in comments. This makes it easy to get the attention of the right people.

Reports & Analytics

New contact dashboard

A new dashboard has been added to BoldDesk to help you visualize data based on Contacts and Contact Groups. This dashboard provides a quick and easy way to see information such as:

• Ticket Requests Statistics
• Ticket Statistics
• SLA Statistics

You can also add filters to the dashboard to drill down into specific data sets. The new dashboard is a valuable tool for anyone who wants to better understand their Contacts and Contact Groups. It can help you to identify trends, track performance, and make better decisions about your customer relationships.

See the raw data behind your dashboards for more insights

To make it easier to understand the data behind the dashboards, we’ve added underlying widget data support for the following dashboards:

• SLA Dashboard
• Agent Performance Dashboard

This means that you can now view the raw data that is used to generate the charts and graphs on these dashboards. This can be helpful for troubleshooting issues, identifying trends, and making better decisions about your customer service operations.

Contact Management

Activity tab on contact profile page

Added a new tab, the “Activity” tab, to the Contact Profile page. This tab lists all activities linked to a contact, similar to the ticket module.

The Activity tab provides a quick and easy way to view all the recent activities of a contact. This can be helpful in tracking a contact’s progress, staying up-to-date on their needs, and ensuring that all their interactions are handled in a timely manner.

Artificial Intelligence

Generative AI feature launching soon

A generative AI feature that will launch soon with the following capabilities:

• Rephrasing
• Shortening
• Elaboration
• Correcting Grammar
• Summarization