TL;DR: BoldDesk 2025 recap highlights AI breakthroughs, automation, omnichannel messaging, live chat upgrades, ticketing improvements, dashboards, mobile SDKs, HIPAA security, and record G2 awards. It was a transformative year of smarter workflows and customer focus, setting the stage for accelerated innovation and deeper integrations in 2026.
When we stepped into 2025, we carried a bold vision: to make customer support smarter, simpler, and more human.
Looking back, this year feels like a journey of breakthroughs, milestones, and shared success. From innovative product updates like agentic AI to industry recognition, every update affirmed our mission.
As we celebrate these achievements, we’re opening the door to the future with a sneak peek into what’s coming in 2026. Let’s dive into the BoldDesk 2025 recap.
In 2025, BoldDesk set out to raise the bar for customer support, and the year became a turning point.
What once felt like routine ticket handling transformed into an intuitive, personalized experience that was far more impactful.
Here’s how the journey unfolded, and what we achieved together:
Early in the year, we asked ourselves: How can support teams work with speed and intelligence without losing the personal touch?
The answer came in the form of AI-driven innovation. From AI agents in live chat that deliver instant, accurate answers, to AI actions that ensure context-aware responses and streamlined automation of workflows.
We also updated the AI Copilot feature to guide agents with accurate suggestions that transformed support from reactive to proactive.
The web crawling module has been enhanced for speed and flexibility, with improved performance, advanced crawl controls, better reporting, and support for uploading Microsoft documents as AI content sources for smarter responses.
Scaling became easier too, with multiple AI agents tailored for different products or channels, plus pre-deployment testing to validate accuracy and tone.
Long conversations? No problem. AI summaries condensed threads into actionable insights, while tone customization ensured every reply sounded just like your brand. But AI was only the beginning.
As the months unfolded, we focused on automation because time saved is service improved.
With the new reply action in event automation, we ensured that:
Meanwhile, the live chat software has evolved into a dynamic engagement hub, delivering smoother conversations and richer personalization.
Through these updates, our live chat software evolved into a space where efficiency meets empathy, ensuring every conversation feels seamless and every connection counts.
Support today is omnichannel, and BoldDesk embraced that reality.
New integrations expanded global reach through WhatsApp, LINE, and SMS via Twilio and Gupshup.
Social engagement also became more structured with Instagram story replies and mentions unified into a single view.
Omnichannel messaging grew more interactive with template-based conversations, MMS support, and the ability for customers to reopen closed conversations, ensuring continuity across touchpoints.
WhatsApp integrations now support rich survey messages, rich media templates, and catalog templates for product browsing across Meta, Gupshup, and Twilio, enabling more engaging, personalized, and seamless customer interactions.
Real-life example: Omnichannel customer experience
A global retail brand using WhatsApp, Instagram, and email consolidated all conversations inside BoldDesk.
Customers could restart conversations on any channel, even after closing, and support teams maintained full context. This helped the brand deliver seamless engagement during product launches and seasonal campaigns.
Quietly but deliberately, we transformed the ticketing system into a smarter engine for issue resolution.
Organizations can now:
Every improvement was designed with one goal in mind: faster resolutions and happier customers.
BoldDesk brought tools together in ways that turned scattered processes into a single, efficient workflow for context continuity.
Duplicate issues no longer slow teams down thanks to automatic ticket merging. CRM data flows effortlessly through Salesforce integration with features like two-way sync for tickets.
Voice interactions stay centralized with Ozonetel, Ringover, and Aircall, complete with call transcriptions.
Productivity integrations with Asana and PagerDuty keep teams aligned, while JWT SSO and Microsoft Entra ID streamline secure access.
Everyday workflows become faster with BoldSign e-signatures and Calendly scheduling embedded directly into support conversations, while document management is simplified with options to unlink, delete, and easily view all documents.
Plus, side threads enable private, internal chats linked to support tickets, allowing agents to collaborate without involving the customer and stay aligned through automatic syncing with designated Microsoft Teams channels.
Uncertainty in live chat is a thing of the past. With integrated chat service-level agreements (SLAs), conversations now come with the same reliability and structure as ticketing.
Organizations can set clear response and resolution deadlines, ensuring customers never feel left waiting.
Customers are now able to enjoy faster, more predictable support as BoldDesk automatically tracks SLA compliance, flags risks, and prioritizes urgent chats so teams focus where it matters most.
Agents stay proactive with timely prompts and reminders, while escalation safeguards kick in if an SLA is at risk, making sure every conversation gets immediate attention.
The knowledge base was once harder to manage and less inclusive. Now, it’s a smarter self-service hub that makes content easier for teams and more useful for customers.
With the updates, users are now able to:
BoldDesk strengthened its security framework in 2025 with HIPAA compliance, ensuring that sensitive healthcare data is handled with the highest standards of privacy and protection.
Real-life example: Trust built right
A healthcare provider confidently used BoldDesk to manage patient-related inquiries, thanks to HIPAA compliance. This ensured their patients’ sensitive information remained secure while enabling smooth support workflows.
Throughout 2025, BoldDesk transformed its reporting and analytics into powerful, AI‑driven tools that deliver clarity and speed.
Teams gained flexible customization with drag‑and‑drop layouts, leadership received sharper visibility through system snapshots, and automation insights became more transparent with dedicated AI dashboards.
Real‑time tracking, scheduled reports, and enhanced widgets ensured that the right metrics were always accessible, helping support teams make smarter, faster decisions.
These are the reporting and analytics dashboards BoldDesk introduced in 2025:
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BoldDesk makes mobile support as powerful as desktop, so your team stays productive anywhere.
Agents enjoy portrait mode for natural navigation and next/previous buttons for smooth ticket browsing.
Collaboration is effortless with adding participants in chats, while inline editing on tablets keeps responses quick and convenient.
For speed, ticket macros triggers let agents apply actions with one tap, and WhatsApp template placeholders ensure personalized replies on the go.
Managing multiple brands? Multibrand chat selection makes switching simple.
Developers also gain flexibility with a robust SDK for Android, iOS, Flutter, and React Native, embedding BoldDesk features directly into apps for seamless customer experiences.
Dark theme, allowing agents to switch between light and dark modes from profile settings for a more comfortable viewing experience.
Shopify integration allows agents to view customer and order information directly within tickets. Agents can also quickly search for articles and share links with customers without leaving the ticket screen.
These updates put mobility and customization at the heart of support, helping teams work smarter, faster, and without limits.
As teams scaled, admins needed more control and visibility. In 2025, BoldDesk expanded its activity and admin modules to meet that need.
Admins can create custom agent fields to capture unique data points like skills or department tags, tailoring reporting and processes to fit your organization.
Managing groups is simpler with multiple group owners, ensuring continuity and preventing bottlenecks when responsibilities shift.
For precision, custom decimal and numeric fields allow accurate tracking of metrics and performance indicators, making data-driven decisions effortless.
Archived tickets provide a secure space for closed tickets inactive for 120 days, with search and filtering options.
Administrators can now manage activity views in the admin module for efficient portal configuration.
These upgrades may seem small individually, but together they make daily support smoother, more transparent, and easier to control.
The portals where your team and customers connect are now smarter and more engaging.
The agent portal makes work faster with text-based search for quick access to tickets and chats, and linking help articles or external URLs so customers get answers without leaving the conversation.
Personalization is effortless with placeholder support in canned responses, while WhatsApp templates’ on-demand loading keeps workflows smooth.
A responsive web layout ensures a consistent experience across desktop, tablet, and mobile.
On the customer side, interactions feel more human with profile image upload, adding a personal touch to every conversation.
Advanced agent list filtering, including custom fields, and enhanced export options, provide detailed, customizable agent data management for greater efficiency.
Additionally, chat transcript exports now include locations, contact messages across omnichannel environments, and workflow block messages, making it easier to review interactions and maintain transparency.
Customers can now purchase AI addons, including AI Copilot (per agent) and AI Agent credits (in packs), during subscription setup or through their active subscription settings.
An auto-recharge option is also available for AI agent credit packs, enabling customers to predefine pack quantities for automatic replenishment.
We are proud to share that in 2025, BoldDesk earned recognition from G2 for the meaningful impact we’ve been delivering over the years.
These honors weren’t achieved in isolation. Your trust fueled our success, and the industry noticed.
Each award stands as proof that the progress we celebrate is really a reflection of the confidence you’ve placed in us.
These recognitions aren’t just trophies; they’re proof that BoldDesk is delivering reliability, innovation, and joy to your support teams.
Behind every feature launched in 2025 were real support teams solving real customer challenges. Across industries, organizations used BoldDesk to respond faster, personalize conversations, and scale support without complexity.
From reducing resolution times with AI-powered workflows to improving customer satisfaction through SLA compliance and smarter automation, our customers turned BoldDesk into a growth enabler, not just a support tool.
Here are some case studies from BoldDesk customers that inspired us to continue innovating:
For the Persistent System, managing email overflow and manual ticket sorting was draining valuable support focus. BoldDesk automation converted incoming emails into structured tickets and routed them accurately, saving hours of manual work.
Result: Dramatic reduction in manual triage work, freeing support staff to focus on high-impact tasks.
Quote: “It’s a genuine product that people are liking and loving.” — Nirbhay Kumar, Persistent System.
Why it matters: Automation doesn’t just speed up support workflows; it expands capacity without adding headcount.
When outage volume surged during critical weather events, Inspired Energy needed a way to manage thousands of field tickets without missing a beat. With BoldDesk, they centralized outage tracking, automated prioritization, and connected mobile technicians to dispatch in real-time.
Outcome: SLA compliance increased from 72% to 98%, and outage tickets were acknowledged within minutes during storm weeks, without extra staffing.
How: Custom ticket fields, priority escalations, and real-time visibility empowered faster responses and clearer field coordination.
Why it matters: BoldDesk has proven it can consistently handle enterprise-scale support, even under surging demand.
These customer success stories reflect what defined BoldDesk in 2025: not just powerful features, but measurable results.
Throughout the year, our customers placed their trust in us and here are some reviews that truly showcase their experience:
“BoldDesk stands out for its clean, intuitive interface and the ability to manage tickets effortlessly. The automation rules and custom workflows have saved us a lot of manual work. The integrations with tools like Microsoft Teams and Slack have made internal communication seamless”. Source: G2
“I really like how clean and easy the interface is to use. It’s simple to organize tickets, assign tasks, and stay on top of what needs attention. The automation tools are super helpful and save us a lot of time”. Source: G2
If 2025 was about transformation, 2026 will be about acceleration. Expect deeper AI enhancements, more integrations, and features inspired by your feedback.
Catch a glimpse of what to expect next year in our product roadmap. The current planned updates include:
Our mission remains simple and clear: to help you deliver exceptional support with greater efficiency than ever before.
BoldDesk’s evolution throughout 2025 showed what’s possible when innovation meets customer focus.
With new features that simplify workflows, AI that makes support smarter, integrations that connect your tools, and recognition that validates our impact, BoldDesk is stronger than ever.
As we step into 2026, we want to thank you, our customers, for your loyalty and feedback. Your needs inspire every update we make, and every award we win reflects your success.
Explore what’s new for yourself: take a product tour, join a live demo, start a free trial, or reach out to our support team to see how BoldDesk can elevate your workflows.
From all of us at BoldDesk, we wish you a joyful holiday season and a successful year ahead filled with success, happiness, and new beginnings.
Related articles
In 2025, BoldDesk focused on smarter support and better customer experiences.
Key highlights include advances in AI and automation, improved omnichannel support, enhanced dashboards, stronger security, refined user experience and multiple industry awards.
BoldDesk earned industry recognition in 2025 for customer satisfaction and product excellence.
The platform received multiple seasonal awards from G2, along with additional leadership recognitions.
BoldDesk will continue to evolve in 2026 with a strong focus on innovation.
Customers can expect faster AI advancements, deeper integrations, and features like Microsoft Teams side conversations.
In 2025, BoldDesk improved AI capabilities by introducing powerful AI agents, enhancing AI Copilot for smarter assistance and upgrading web crawling for richer data sourcing.
Additionally, we enhanced the following functionalities: adding AI conversation summaries, enabling brand tone customization, and delivering deeper AI analytics for better visibility and decision-making.
BoldDesk added powerful new integrations in 2025, including Salesforce, Aircall, Ringover, Ozonetel, BoldSign, Calendly, Asana, PagerDuty, and Shopify to streamline workflows and enhance support efficiency.
Increase agent productivity by 3x
Increase customer satisfaction level to 92%
Decrease response times by 30 minutes
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