Product Updates – May 2025

BoldDesk AI Enhancement

AI suggested answer placeholder for email notifications 

We’ve introduced a new placeholder {{ticket.aicopilot.suggested_answer}} to enhance email notifications with AI-generated content. When a user creates a ticket via email, this placeholder enables the system to insert an AI-suggested response directly into the notification sent to the customer. Hence, AI can provide immediate and context-aware answers, improving response times and enhancing the support experience without requiring manual intervention from the support team.

AI Actions for AI Copilot and AI Agent 

We’ve introduced AI Actions, a powerful new capability feature that enables AI Copilot and AI Agent to integrate with both internal and external APIs. This allows AI to automatically execute tasks and workflows without human intervention, significantly improving the speed and efficiency of ticket resolution. 

With AI Actions, AI can now perform operations like canceling or returning an order by calling external APIs or accessing internal systems to check customer license status, retrieve account information, or update records. This reduces the manual workload for support agents and ensures customers receive faster, more accurate assistance. 

AI Agent customization 

We’ve added new customization options to give you greater control over your AI Agent’s behavior and communication style. You can now configure the tone (e.g., friendly, professional, casual) and the response length to better align with your brand voice and customer expectations. 

Additionally, we’ve introduced a Preview tab that lets you test and fine-tune the AI Agent’s responses before publishing them live. This ensures you can confidently deliver accurate and on-brand interactions to your customers. 

Chat AI 

AI Copilot for Chat 

We’ve introduced Copilot for Chat, bringing AI-powered assistance directly into live chat interactions. With this update, support agents can now receive instant, context-aware reply suggestions from Copilot while handling customer chats—helping them respond faster and more accurately. 

This enhancement streamlines real-time support by reducing the need to search for information manually, enabling agents to focus on delivering high-quality customer service. 

Chat AI Summary 

We’ve introduced Chat AI Summary to help you quickly understand the context of any chat conversation without reading through the entire thread. The AI automatically reviews the chat history and provides a concise, intelligent summary of the discussion. 

This feature saves support agents valuable time by providing a clear overview, making it easier to resume conversations or escalate issues with full context. 

AI auto-fill subject and description for Chat-to-Ticket

Creating tickets from chat just got easier. When a ticket needs to be created from a chat with pending actions, agents no longer have to manually summarize the conversation. With this new feature, AI automatically generates a clear subject and a detailed description for the ticket based on the chat history. 

This update saves time, improves consistency, and ensures that follow-up actions have full context—boosting the overall efficiency of your support workflow. 

Automation 

Placeholder support for Set Subject action in Event Automation  

Event Automation in BoldDesk now supports placeholders in the “Set Subject” action, allowing users to customize ticket subjects dynamically. Users can modify the subject by appending, prepending, or completely replacing it using predefined placeholders. This enhancement enables flexible subject formatting based on ticket properties, helping users streamline communication and improve ticket classification and routing accuracy. 

Add reply through ticket macros 

BoldDesk now supports adding replies directly through Ticket Macros, enabling agents to send predefined responses as part of automated actions. This enhancement allows agents to respond quickly to common queries with consistent messaging, improving response time and accuracy. Additionally, agents can update the ticket on behalf of the requester when needed. By integrating replies into macros, this feature significantly boosts agent productivity and ensures standardized communication across repeated support scenarios. 

Ticketing System 

Enhance form usability with ticket field sections 

We’ve introduced Form Sections, a new capability that allows you to organize ticket fields into logical groups within forms, making it easier for agents to navigate and fill out tickets. 

You can easily drag and drop fields within or across sections to tailor the layout to your workflow. This enhancement boosts ticket readability and reduces cognitive load for agents by visually organizing complex forms. 

Link chat conversations to support tickets

Introduced Chat Conversation Linking with Tickets, a new enhancement that connects real-time chat interactions directly to support tickets, creating a unified view of customer communication. 

 

Attachment preview support

Provided attachment preview functionality, allowing users to view supported file types directly in the browser without downloading them.

Support for sharable URLs in ticket sub-items 

We’ve added native support for sharable URLs within the Ticket module, allowing users to directly access and share specific sub-tabs of a ticket, such as Links, Activities, Approvals, Worklog, Files, History, and Insights.

Example:
https://yourdomain.com/agent/tickets/1?view=activities

Agent custom field export in ticket export 

Ticket exports in BoldDesk now include assigned agent custom field values. Previously, exports were limited to ticket, requester, and contact group details.

This enhancement offers a more comprehensive data export, enabling improved reporting, tracking, and analysis with agent-specific information.

Chat SLA

We’re excited to roll out Chat SLA (Service Level Agreement) support, giving teams the ability to define, monitor, and enforce service expectations for chat conversations. 

With this release, you can now: 

• Configure Response Due and Resolution Due times for incoming chats. 

• Automatically track SLA compliance across conversations. 

• Prioritize chats based on urgency and deadlines. 

• Stay ahead of support goals with timely agent actions. 

This powerful feature ensures your team consistently meets support standards, improves accountability, and delivers more reliable chat experiences to customers, especially in a fast-paced support environment. 

Enhancement in end-user experience 

Inline CSAT rating support in live chat widget 

Sharing feedback just got easier! Users can now submit customer satisfaction (CSAT) ratings directly within the live chat widget once a conversation ends. 

This seamless in-chat experience makes it fast and effortless to rate the support interaction without navigating away from the chat. 

New message count notification while scrolling in conversation 

Customers will now see a new message count indicator when scrolling through a conversation to view older messages. This feature helps users keep track of unread messages without losing context as they navigate the chat history. 

It ensures a smoother chat experience by making it easier to catch up on new replies while reviewing past messages. 

Online agent avatars in chat widget 

The chat widget can now display avatars of agents who are currently online, giving users a more personal and engaging experience right from the start. 

This visual indicator helps build trust and reassures users that someone is available to assist them in real time. 

Live chat widget enhancement 

Custom CSS and JavaScript support for live chat widget 

It is now possible to personalize the live chat widget by adding Custom CSS and JavaScript (JS). 

This new capability enables deeper customization; whether adjusting the widget’s appearance or adding custom functionality, to better align with your brand and user needs. 

Enjoy greater flexibility to create a unique and engaging chat experience for your visitors. 

User identity verification in chat widget 

An option is now available to verify user information and automatically loaded it into the chat widget using a secure signed key. 

This ensures conversations are created with trusted user data thus improving accuracy and security without requiring users to manually enter their details. 

Configurable storage strategy for session data 

It is now possible to configure where session data is stored in the browser, either in cookies or local storage. 

This flexibility allows teams to choose the storage method that best fits their application’s requirements, offering more control over session handling and data persistence. 

Web SDK support for chat widget 

We’ve introduced Web SDK support for the chat widget, enabling users to seamlessly integrate and customize the chat experience on their websites. 

This enhancement offers greater flexibility and control over how the chat widget behaves and interacts with your web applications. 

iframe support for chat widget 

The chat widget can now be embedded directly inside an iframe without a launcher button. This allows teams to seamlessly embed the chat interface as a part of the page layout, offering a more integrated and immersive support experience. 

Ideal for use cases where the chat needs to feel like a native part of the application rather than a floating popup. 

Agent portal enhancement 

Customer typing indicator in agent portal 

You can now spot when a customer is typing in real-time right within the agent portal! This fantastic typing indicator empowers you to anticipate messages, enabling faster and more informed responses. 

With enhanced visibility into customer activity, agents can be more prepared and elevate their responsiveness during live chats. 

Text-based search for chat conversations 

You can now search through chat conversations using keywords or phrases, making it easier to locate specific messages or track down past interactions. 

This enhancement improves navigation and helps teams quickly find the information they need within ongoing or archived chats. 

Link help articles and URLs in chat conversations 

Chat conversations now support linking help articles and external URLs, allowing agents to share relevant resources directly within the chat. 

This makes it easier to guide users with helpful content and streamline issue resolution through quick access to documentation or web pages. 

Placeholder support in canned responses 

Canned responses now support placeholders, allowing agents to personalize messages dynamically with details like names, email addresses, or other contextual information. This helps in delivering quick yet tailored replies, improving both efficiency and support experience.

 Quick access to canned responses from message editor 

Agents can now quickly access canned responses while typing a message by simply entering # in the editor. This instantly brings up the list of available responses, making it faster to insert predefined replies and maintain consistency in conversations. 

Copy link to specific chat messages 

You can now copy direct links to individual messages within a chat conversation. 

This makes it easy to reference specific points in a conversation; whether for internal collaboration or follow-up actions assuring better context and traceability. 

Manage chat views with edit, clone, and default options 

Agents now have more control over the chat views in their portal. They can: 

• Edit existing views to fine-tune filters and preferences 

• Clone views to quickly create new variations 

• Set a default view to start every session with their preferred setup 

These updates make it easier to personalize and streamline how conversations are managed. 

On-demand loading for WhatsApp templates 

WhatsApp templates now support on-demand loading, significantly improving the initial load time when accessing templates. 

This enhancement ensures a faster, smoother experience (especially for teams managing many templates) by loading only what’s needed, when it’s needed. 

Responsive web layout for agent portal 

The Agent Portal layout is now fully responsive, offering an improved user experience across different screen sizes. 

Whether on a desktop or tablet, agents can now navigate and manage conversations more efficiently with a layout that adapts seamlessly. 

Improvement in chat notifications 

Push notification support for replies and notes in unassigned conversations 

Agents will receive push notifications when a reply or internal note is added to an unassigned conversation. 

This ensures that important updates are not missed before a conversation is picked up or assigned to a specific agent. 

Whether it’s a team member leaving a note or a customer responding in an open conversation, you’ll be promptly notified, helping your team stay in sync and respond faster. 

In-app notification support for new conversations, replies, and notes in assigned conversations 

Agents can now view in-app notifications for assigned conversations directly within the portal when: 

• A new conversation is initiated. 

• A customer replies in an ongoing conversation. 

• A teammate adds an internal note. 

This update makes it easier for agents to track important updates during their workflow, improving visibility and collaboration across conversations.

Manage notifications for email participants in chat conversations 

You now have control over email notifications sent to participants who engage in chat conversations via email. 

This update allows teams to configure notification preferences for email participants, providing greater flexibility in managing external communication according to conversation needs. 

Improvements in omnichannel 

WhatsApp integration via Gupshup 

BoldDesk now supports WhatsApp integration through Gupshup, enabling teams to manage and respond to WhatsApp conversations directly from the help desk. 

This expands your communication channels and helps deliver timely support to customers on one of the world’s most popular messaging platforms. 

Multi-login support for Facebook and Instagram accounts 

You can now log in with multiple Facebook profiles, making it easier to manage chats from various Facebook pages and linked Instagram business accounts in one place. 

This update streamlines social messaging by allowing agents to handle conversations across multiple profiles without switching accounts. 

Edit and delete support for Telegram messages

You can now edit or delete messages sent through Telegram, bringing more flexibility and control when managing conversations. 

This ensures better accuracy in communication and allows quick corrections when needed, all directly within the help desk interface. 

Edit and delete support for Facebook comments 

We’ve added the ability to edit and delete Facebook comments directly from the help desk. 

This enhancement gives teams greater control over social media interactions, making it easier to manage conversations and maintain accurate communication on your Facebook page.  

Improvement in chat automations 

Flexible block management in workflows 

You can now add or delete blocks anywhere within a workflow, not just at the end. This enhancement makes it easier to modify workflows on the go; whether you’re updating steps, reordering logic, or refining processes. 

It brings more flexibility and control when building or editing workflows. 

Draft version support in workflows 

Workflows now support draft versions, allowing you to make changes to an active workflow without deactivating it. 

This makes it easier to update and fine-tune workflows confidently, ensuring live workflows remain unaffected until you’re ready to publish the changes. 

Business hours conditions in workflows 

Workflows can now include conditions based on Business Hours, enabling more context-aware automation. 

You can configure entirely different workflows or define alternate paths within the same workflow. It depends on whether it’s during or outside business hours. This allows for more tailored responses and actions based on availability. 

Text formatting and emoji support in workflow messages

Workflow messages now support rich text formatting and emojis, enabling more engaging and expressive automated responses. 

Use bold, italics, line breaks, and emojis to enhance clarity, tone, and the overall user experience in your workflows. 

Reusable auto-assignment settings in Workflows 

Auto-assignment configurations can now be reused across multiple workflows, eliminating the need to recreate the same commands repeatedly. 

This streamlines workflow setup, promotes consistency, and makes managing assignment rules more efficient across your support processes. 

Workflow execution logs 

You can now view execution logs for workflows, making it easier to monitor, troubleshoot, and validate how workflows run in real time. 

This visibility helps ensure everything is working as expected and speeds up the process of identifying and resolving issues when they arise. 

General 

New language support 

BoldDesk now supports the following additional languages: Serbian, Latvian, Croatian, Slovenian, Tamil, and Sinhala. This enhancement expands accessibility and improves the user experience for a broader global audience. 

Integration 

Auto-merge ticket integration for BoldDesk 

Boost support efficiency with the new Auto-Merge Tickets app, which automatically merges multiple tickets from the same customer into a single thread. This reduces duplication and provides a unified view of customer issues.

Key features:

• Automatic merging: Combines tickets based on customer email and subject line.
• Custom time span: Sets your preferred window for merging related tickets.
• Primary connector: Identifies related tickets using email ID and subject match.
• Transparency notes: Adds notes to merged tickets for clear tracking and auditability.

 

Sync contacts, groups & tickets with Salesforce in BoldDesk 

We’re excited to launch Salesforce sync for BoldDesk®! Easily sync contacts, accounts, and support tickets to keep data accurate and teams connected.

Key features:

• Customizable sync options: Choose from one-way or two-way sync for contacts and accounts.
• Real-time data flow: Keep information consistent across platforms with automatic updates.
• Ticket sync to Salesforce: BoldDesk® support tickets can now be synced as Salesforce cases for a complete view of customer interactions.
• Sync history & error tracking: Easily monitor sync status and troubleshoot issues via a dedicated dashboard.

Ticket Sync: 

Ozonetel integration with BoldDesk

  We’re excited to announce Ozonetel integration with BoldDesk, enabling users to make and receive calls directly within the platform.

 Key Features:

• Direct call functionality: Make and receive calls without leaving BoldDesk.
• Efficient call transfer: Seamlessly forward calls to available team members for faster response.
• Call recording: Automatically record and store calls for quality assurance and compliance.
• Automated ticket creation: Generate tickets for inbound, outbound, and missed calls automatically for complete tracking.

Call transcript support for Ringover & Aircall in BoldDesk

BoldDesk now supports call transcriptions for Ringover and Aircall integrations, allowing agents to view conversation logs directly within tickets.

Mobile app 

Next/Previous ticket navigation 

You can now move between tickets directly from the ticket details page using the new Next/Previous buttons. This enhancement makes it easier and faster to review multiple tickets in a row. 

Improved reply experience on tablets

We’ve enhanced the reply experience on tablets by adding an inline editor, making it faster and more convenient to compose and send responses.

Support for add participants in chat conversations

 We’re excited to announce that Add Participants feature, previously available only on the web, is now supported in the mobile app! This allows you to include additional users in chat conversations for easier collaboration.

 All conversation messages are also emailed to added participants, keeping everyone informed and in the loop.

Introducing edit & delete support for Telegram

 We’re excited to announce that you can now edit or delete your Telegram messages directly from the BoldDesk mobile app. This new feature allows you to make changes anytime, anywhere.

  You can easily correct mistakes, update information, or clarify your messages for smoother communication.

  Simply long-press on your message and tap the Edit option to modify the text, or choose Delete to remove it.

Reports 

New reports for AI

The following two reports have been introduced to track AI usage and AI Conversation. They include:

1. AI Usage Dashboard
2. AI Conversation Report

 AI usage dashboard

You can now track and analyze AI activity across your organization. This dashboard breaks down the total AI requests, categorized by agent and features like AI Agent, AI Copilot, and AI Assist.

 AI conversation report

View and track conversations and questions handled by AI Agent and AI Copilot, including the number of answered and unanswered questions.

System Dashboards: Save Preferred Chart and Group By Settings

Agents can now save their preferred chart type and group by settings for each system dashboard. So, every time you open a dashboard, it’s already set up just the way you like it.

Key benefits:

1. Personalized Experience: Customize data and visualization styles to your preference.
2. Save time: Eliminate repetitive setup with saved configurations.
3. Consistent data view: Always view your data in the same way.
4. Faster decisions: Quickly identify trends and insights with a consistent, personalized layout.

Persistent column selection in underlying data

You can now save your column selections when viewing underlying data. Your preferences are automatically retained and reloaded the next time you access the data. This applies to both system and custom dashboards, with separate preferences saved for each module. You can reset to the default layout anytime, ensuring a personalized and consistent data view.

Custom dashboard enhancements

Custom dashboards now support additional modules

  We’ve expanded Custom Dashboards to include more modules. This lets you create richer, more comprehensive dashboards that provide deeper insights across all key areas of your support operations in one centralized view.

1. Chat
2. SLA
3. Customer Satisfaction
4. Knowledge Base

Advanced group by & date format support

Custom Dashboards now support additional Group By options and new DateTime formats, giving you greater control over how your data is organized and visualized. These enhancements make it easier to analyze metrics effectively, turning your dashboards into more insightful and powerful tools for decision-making.

Group By options

• Multi-select dropdown fields
• Lookup fields
• Date fields

DateTime formats

• Week
• Quarter
• 12-hour or 24-hour time formats

 

New relative date presets:

• This Week (WTD): Start of the week to yesterday
• This Month (MTD): Start of the month to yesterday
• This Year (YTD): Start of the year to yesterday

Support for chat data in Scheduled Reports

You can now include the Chat module in your Scheduled Reports. This allows you to automatically generate and receive reports featuring chat-related data, customized with your selected filters and columns.

Admin Module 

Placeholder support for custom fields 

BoldDesk now supports placeholder text in custom fields, allowing admins to add helpful hints inside empty input fields. This guidance helps users understand the expected input format or type of information required, improving overall form usability.

  Key highlights:

• Provides in-field hints for better user guidance
• Improves data accuracy by setting input expectations
• Fully customizable per field based on use case

Decimal and numeric field enhancements 

BoldDesk now offers enhanced configuration for Decimal and Numeric custom field types:

• Min and max value limits: Define acceptable input ranges to ensure accurate and consistent data entry.
• Regional number format support: Choose from commonly used number formats based on regions such as US/UK/Canada, Europe, South America, South Asia, and France/Nordic countries to match local standards and improve user experience.

These updates help improve data validation, reduce entry errors, and provide a more intuitive and region-friendly interface.

KB 

Bulk update articles in just clicks! 

The enhanced Bulk Update feature now lets you edit multiple articles simultaneously—saving you time, reducing repetitive tasks, and keeping your content in sync.

The following fields can be updated using a bulk action.

• Author
• Status
• Category-Section
• Assignee
• Comment
• Article Expiry
• Visibility
• Status Indicator
• Status Indication Expires On
• Tags
• Allow Comments
• Exclude docs in search engine
• Exclude docs in internal search
• Mark all translation as Outdated