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Blog
Welcome to our latest release blog! We are excited to share the new features and improvements we have been diligently working on to enhance your experience with BoldDesk.
Our team has been focused on incorporating your feedback, innovating new solutions, and refining existing functionalities to ensure that we continue to meet and exceed your expectations.
In this July release, you will find a range of enhancements designed to boost performance, improve usability, and provide new capabilities.
From new technology integrations to user interface refinements, every update is aimed at making our product more efficient, intuitive, and enjoyable to use.
This blog will show you what’s new and how these changes can benefit you.
Ticketing system features
Our state-of-the-art ticketing system has been crafted to enhance your management of customer inquiries, facilitating everything from smooth ticket creation to effective distribution, quick resolutions, and easy tracking.
The following features have been introduced to further strengthen its capabilities.
Introducing a new multi-form feature for tickets
Now, brands can utilize multiple ticket forms, moving beyond the constraints of a single, static option. This enhancement is exclusively available for our Enterprise and Business plan subscribers.
Once you enable the multiform option and link forms to your brand, users will discover a new Form field during ticket creation. This intuitive feature is accessible in both customer and agent portals, making the ticket creation process smoother and more user-friendly than ever.
You can also customize your web widgets with unique forms.
If you have specific fields in mind for your widgets, simply create a custom form and map it to enhance your user experience.
Bulk updates for related tickets
We’re excited to reveal that you can execute bulk actions on your child and related tickets, making your workflow smoother.
Enhancements to our ticket module
Following are the improvements made to the ticketing module.
Seamlessly transfer tickets between brands
You can now shift tickets from one brand to another using the change ticket brand option.
Enhanced suspended email recovery
Previously, recovering a second suspended message for the same ticket would create a new ticket.
Now, if messages are recovered in order, they will be neatly threaded within the same ticket, ensuring a cohesive conversation flow.
Filter tickets pending for approval
Easily filter and track tickets awaiting approval with our enhanced grid view—no need to open each ticket individually.
Our intuitive column chooser and advanced filters now include several new fields to help you stay organized.
The following new fields have been added to the column chooser:
- Approval Request Status
- Approval Approved Count
- Approval Requested Count
- Approval Pending Count
- Approval Rejected Count
The following new fields have been added to the advanced ticket filters:
- Ticket Approval Pending Count
- Has Any Pending Approval Requests
These improvements enable you to stay ahead of your approval process and ensure nothing slips through the cracks.
Customer portal
Our Customer Portal serves as a dedicated platform where customers can interact with the support team, track their support requests, and find relevant information.
We have added the following features to enhance its capabilities even more.
Customize the theme
Just a few months ago, we revamped the agent portal with a fresh new design, and we’re happy to announce that the same theme is now available for the customer portal.
Plus, you can customize the color scheme to align with your brand identity. If your brand leans towards a sleek, dark aesthetic, we’ve got you covered with a stylish dark theme, as well.
These updates enable you to personalize your customer portal and make it uniquely yours.
Knowledge base
We have enhanced our knowledge base software to improve your self-service capabilities and facilitate knowledge sharing.
Article redirects
Our redirection feature is designed to guide you from deleted, invalid, or relocated KB links to their new destinations, all based on established rules.
This ensures you’re always connected to the most current information available.
Easily manage your redirection rules and choose between temporary (302) or permanent (301) redirects.
This update ensures everyone can easily navigate your knowledge base.
Boost your SEO with Robots.txt modifications
Take charge of your website’s visibility with our new feature. It lets you modify the Robots.txt file right from your customer portal settings.
This upgrade empowers you to fine-tune how search engines interact with your knowledge base articles, boosting your SEO and elevating the user experience on your site.
Integration
Further integrations have been added to BoldDesk to enhance the connectivity of the system.
Elevate your call management with Ringover integration
Unlock the power of effective communication with Ringover’s integration into BoldDesk.
This solution lets businesses manage calls, track call history in real time, and connect with clients.
Here are the main features provided by this integration:
- Effortless calling: Agents can easily make and receive calls directly within BoldDesk.
- Instant connectivity: Reach your clients at the click of a button with our convenient click-to-call feature.
- Automated ticketing: Say goodbye to manual entry. Outbound, inbound, and missed calls automatically generate corresponding tickets and activity logs.
- Call recordings: Listen to call recordings directly in BoldDesk, ensuring you never miss a detail.
- Comprehensive call history: Access a complete call history right within BoldDesk for streamlined follow-ups.
- Dynamic call management: Enjoy advanced features like call transfer and call merging to enhance your team’s efficiency.
Transform your call management experience today with Ringover and BoldDesk—where communication meets unparalleled productivity.
Slack integration update
You can create BoldDesk tickets right from the Slack platform! Take advantage of the Slack create ticket feature.
Updates to Exotel integration
While you could previously only create a ticket from Exotel, we’re thrilled to introduce new support options.
Now, you can choose between creating a ticket or logging activities for incoming, outgoing, and missed calls.
Reports and analytics
BoldDesk’s robust reports and analytics dashboard is designed to provide users with valuable insights into their customer support operations. The reporting module has been updated with the following features.
Automate your insights with scheduled reports
Say goodbye to the hassle of manual reporting!
Schedule your reports to be delivered automatically at your preferred intervals, ensuring you receive fresh, updated data.
Stay informed and ahead of the game—let us handle the reporting while you focus on what matters most.
This scheduled report feature is available only for the Enterprise and Business plans and can be accessed through the Reports module.
Knowledge base dashboard
Now you can track and monitor your knowledge base metrics with our innovative new KB dashboard tool. Stay ahead and gain valuable insights!
Exciting updates to reporting module
Discover the latest upgrades that will elevate your experience:
- Enjoy the convenience of a global support filter that allows you to save your views in the UI.
- Check out our revamped dashboard with a new consolidated widget, featuring an Activity tab for enhanced agent-performance tracking.
- The Agent Performance Dashboard is now more robust with additional columns in the Message tab, providing deeper analytics.
- Keep track of performance with the new Actual SLA Achieved or Breached widget on the Agent Performance Dashboard.
Artificial Intelligence
The following artificial intelligence capabilities have been integrated into BoldDesk.
Introducing Ask AI feature for agents
Empower your agents like never before! Now, they can ask questions on any page of the agent application and watch as our cutting-edge AI assistant crafts precise answers straight from your documentation.
Experience the future of support!
AI assistant for admins
Introducing the BoldDesk AI assistant—your ultimate companion for smooth setup and administration.
Whether you have questions about features, functionalities, or best practices, our AI assistant is here to provide you with instant answers. Get ready to unlock the full potential of BoldDesk in no time!
AI-powered article autoreplies
Enhance your customer communication with our progressive feature that sends AI-recommended articles directly in email notifications. Customers can find their answers and experience swift issue resolution—all without agent involvement.
Generate KB article with ease using AI
Unlock the power of effortless content creation with our innovative AI feature. Simply enter your topic and watch as the AI crafts comprehensive and precise knowledge base articles tailored to your needs.
With this feature, you can swiftly build your support resources.
Activity module
The activity module has received some fantastic enhancements. Just like our ticketing system, activities now fully support tag fields for even better organization.
But that’s not all! The powerful AI assist features you love in the ticket module are now in the activity module, as well.
Plus, both end users and organization admins can easily customize their experience by selecting a default view when accessing the activity module—just like the ticket view settings for personal and organization preferences.
Admin module updates
The admin module has been improved with new features to enhance its functionality and user experience.
System role editing option
Tailor permissions for all system roles (except for the account owner role).
Our user-friendly editing options allow admins to adjust settings, ensuring that every role aligns perfectly with your organization’s unique needs.
New permissions for agents
We’re thrilled to introduce several enhancements that empower your team:
- Streamlined approval control: Our new permissions in the approval module allow you to manage access to ticket approvals.
- Enhanced file management: You can now restrict file deletion permissions for files uploaded in activities, contacts, and contact groups, ensuring better control over your valuable data.
- Brand management flexibility: A new permission is now available to determine whether agents can change a ticket’s brand, giving you greater oversight and consistency.
Explore these latest features today and elevate your team’s efficiency!
Enhance your email experience with SMTP support
You can now harness the power of your own email server using Simple Mail Transfer Protocol (SMTP) to send emails from BoldDesk.
Take control of your communications and enhance your outreach with this new update.
New email configuration options
Check out these new additions to the email configuration options:
Disable subject based email threading
By selecting this option, your system will stop using ticket IDs in subject lines to connect emails with ongoing ticket conversations.
Instead, it’ll leverage email reference IDs and hidden elements within the email body for seamless threading—making your communication more efficient.
Disable reply email permission check
Enabling this checkbox disables permission verification for email responses, treating all responses as valid and posting them as public responses.
If you decide to uncheck it, our system will ensure that permissions are verified, keeping replies from unauthorized senders as private notes.
Attach files directly in emails
You can now customize your email attachments to be sent directly in your messages rather than as links.
Simply head over to Admin > Customer Portal > General Options to tailor this new feature to your business’s unique needs.
Mark ticket as spam from automation
A new action has been added to the Create and Update Ticket trigger. With this enhancement, you can flag tickets based on specific keywords in the title or description, or even if they come from certain users, directing them straight to the spam folder.
Introducing the agent availability list
Now, admins can access a comprehensive list of agents and monitor their availability status using the enhanced agent availability module. This allows you to stay organized and in control with just a glance.
Bulk ticket importing
Now you can import tickets in bulk with just an Excel file.
This powerful feature enables you to import multiple tickets at once, saving you valuable time.
Enhanced security for your customer portal with 2FA
The Two-Factor Authentication (2FA) is now available for our customer portal. This feature was previously exclusive to agents.
With the added protection of an authenticator app, customer accounts will enjoy an extra layer of security.
They know that their information is now safer.
Introducing the Remember Me feature for social and SSO logins
Now, you can enjoy access to your account for a full 30 days without the hassle of daily logins.
Introducing the new Is Changed operator for webhooks
We’re excited to reveal a major enhancement to our webhook functionality. With the new Is Changed operator, you can now set conditions for your webhook dropdown fields.
This means that webhooks will only be triggered when specific fields are updated, ensuring that you receive notifications only for the changes that matter most.
Mobile app
We are introducing a range of new features to our mobile app that will transform how agents deliver support while on the go.
Upgrades to our mobile app design
We’ve given our mobile app a stunning makeover to enhance your experience. Stay tuned for even more improvements coming in our next release.
Plus, you now have the power to customize your app’s colors directly through the agent portal settings.
Any adjustments you make to the theme color will carry over to the mobile app, allowing you to create a look that’s uniquely yours. Get ready to enjoy a more vibrant and tailored app experience!
Inline images in reply messages – Now on mobile
Thrilling news! You can now add inline images to your reply messages right from our mobile app.
This fantastic feature, once only available on the web, is now at your fingertips, making your on-the-go communication even more dynamic.
Upgrade your messaging experience by including screenshots, photos, and other visuals in your replies. Connect, engage, and share, all from the convenience of your mobile device.
Revamped ticket module
We’ve improved our ticket module’s performance, delivering lightning-fast load times and a sleek, responsive interface.
What’s on the horizon?
We are continuously striving to innovate and enhance BoldDesk to meet our customers’ evolving needs. Here’s a sneak peek into what’s coming next:
- A live chat module
- WhatsApp integration
- Facebook integration
- Instagram integration
Stay tuned for more updates and keep an eye on our roadmap for additional details. Thank you for being a valued part of the BoldDesk community!
Please feel free to provide feedback on new features you would like to see in the future.
Give these new features a go!
We are thrilled to bring you these latest updates and improvements, which we believe will significantly enhance your experience with our product.
Our commitment to innovation and user satisfaction drives us to refine and expand our offerings continuously, ensuring that we provide you with the best possible tools and features.
Contact us to arrange a live demo and explore the latest features, allowing you to see firsthand how BoldDesk can transform your customer support. Alternatively, you can sign up for a 15-day free trial.
As always, your opinion is invaluable to us. We encourage you to explore these new features, share your thoughts, and let us know how we can continue to serve you better.
Thank you for your ongoing support and trust in our product.
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