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BoldDesk Release: May 2024 New Features Update!

BoldDesk Release: May 2024 New Features Update!

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If you’ve been anticipating BoldDesk updates, your wait is over! We’re thrilled to announce the latest feature update in our May release!

At BoldDesk, we understand that the heart of exceptional customer service lies in the tools that empower it.

This is the reason we relentlessly gather user feedback, analyze emerging market trends, and introduce new features to ensure our customer service software is even more reliable and efficient.

This article gives an overview of the latest features and functionalities that have been added to BoldDesk.

Admin module updates

The admin module has been updated with new features to further enhance its functionality and the user experience.

Automatically update agent’s availability status

The agent shift feature has been updated. As soon as agents are allocated to shifts, BoldDesk automatically adjusts their availability status to align with their assigned shift timings.

New features: Update agent's availability status

This update will streamline the auto-assignment process, only distributing support tickets to agents who are available, and result in faster and more efficient customer service responses.

Ticket auto assignment based on agent workload

Our new, load-based, automatic-assignment feature balances ticket workloads to reduce agent burnout, letting every team member operate at their best.

The feature also means faster response times and higher customer satisfaction, as tickets are less likely to be delayed by an agent with an unmanageable workload.

Work load auto assignment

Two-factor authentication support for agent portal

We have enhanced security in BoldDesk by introducing two-factor authentication (2FA) for agents. This feature adds an additional layer of security during login.

In addition to their password, agents will be prompted to enter a security code from an authenticator app.

Administrators also have the option to make it mandatory for all agents to enable 2FA, further strengthening BoldDesk’s security.

2FA for agents

Securely access IMAP settings in BoldDesk

We have implemented support for Microsoft OAuth Authentication in BoldDesk to facilitate the configuration of IMAP.

This means that you can now use your Microsoft account credentials to authenticate and securely access your IMAP settings within BoldDesk.

OAuth provides a secure method for authentication without the need to store or share your password, enhancing the security of your data.

Custom CSS and JS support in the customer portal

In the customer portal settings, minor adjustments can now be made to the portal using custom CSS or JS.

Custom CSS and JS

New configuration settings for ticket fields

A new setting has been introduced for ticket fields, called “Mandatory for any status change.”

When enabled, agents will be required to fill in this field whenever any ticket status is changed.

This configuration helps prevent missing mandatory field data, especially when status updates are the only changes made.

New configuration for ticket fields

View a list of blocked email recipients

BoldDesk’s system for tracking email delivery usually prevents emails from being sent to certain recipients if issues like ’email not found’ or ‘access denied’ occur.

Consequently, these recipients are excluded from future messages sent via the BoldDesk platform.

We’ve introduced a new page that displays a list of such blocked email recipients.

Blocked email recepients

Should you discover that a recipient has been mistakenly blocked, please contact the BoldDesk team to request the removal of the block.

Disable automatic email filtering and suspension

By default, the inbound-email processor applies certain rules and suspends tickets that do not meet these criteria.

We have introduced a new inbound-email processing setting that prompts the system to skip specific spam-filtering checks.

Automatic email filtering

Additional condition for specifying the language in automation triggers

The automation rules condition now includes an “agent language” field, and an email action placeholder has been introduced.

This allows for the customization of email content to match the language preference of the agent.

Integration

Additional integrations have been implemented in BoldDesk to create an even more interconnected system.

HubSpot CRM integration

BoldDesk now seamlessly integrates with HubSpot.

HubSpot integration

This new integration will enable your support team to carry out the following activities from within BoldDesk:

  • View HubSpot contacts, companies, and deal information.
  • Add new contacts, deals, and companies to HubSpot.
  • Send newly created and closed ticket details to HubSpot as activities.

Exotel phone call integration

Elevate your customer engagement with BoldDesk’s Exotel integration! You can conveniently make and receive calls and track your call history in real time right within BoldDesk.

The following are the key capabilities that come with this integration:  

  • Call and connect with customers instantly from BoldDesk.
  • View and manage call histories.
  • Automatically record all outgoing calls and listen to the recordings later.
  • Automatically generate tickets for outbound, inbound, and missed calls.
  • Add a note feature when manually creating tickets.

Artificial Intelligence

The following artificial intelligence features have been added to BoldDesk.

AI features for Growth/Pro plans

Previously, BoldDesk’s cutting-edge AI assist features were exclusive to our Enterprise and Business plans. However, they are now available for our Growth and Pro plans!

These AI features are a complimentary add-on for a limited time only.

Review AI Copilot’s unanswered questions

You can now review the questions that stumped your AI assistant and turn them into opportunities for growth.

This new feature will help administrators pinpoint gaps and improve their knowledge base so it is a reliable data source for BoldDesk’s AI Copilot, support agents, and customers alike.

View unanswered questions

Provide feedback on the responses generated by AI Copilot

We have introduced a feature that enables agents to provide feedback on the answers generated by AI Copilot.

This feedback can then be utilized to enhance the system’s performance and improve future responses.

Don’t just meet expectations, exceed them with a smarter, more responsive AI assistant.

Provide feedback on AI responses

Enhanced access control to AI features

To manage access to AI features, permissions have been added to the roles and permissions module. This allows you to control which agents can access these features.

Reports and analytics

BoldDesk’s robust reporting and analytics dashboards display detailed insights of individual agents and collective team performance, overall help desk effectiveness, and customer satisfaction.

The following features updates have been made to the reporting module.

Activity dashboard

A new dashboard has been introduced for the activity module. You can track your progress and newly created activities, see the comments awaiting your input, and celebrate your achievements with a clear view of closed activities.

Activity dashboard

Other additional improvements in the reports module

We’ve added the advanced filtering option to the CSAT report, just like in the other reports.

Managers can now track the availability status of agents who are online, thanks to a new widget in the support monitoring dashboard.

Other additional improvement in the report module

New widgets have also been added to the agent performance dashboard to:

  • Let you see your activities.
  • Allow you to view the consolidated performance of agents quickly.

Ticketing system features

Our advanced ticketing system is designed to streamline the way you manage customer inquiries, from seamless ticket creation to efficient allocation, swift resolution, and effortless tracking.

The following features have been added to make it even more robust.

Attach files when forwarding a ticket

You can now attach and forward files directly with your tickets.

We’ve extended this feature to our mobile app, as well, to ensure you can escalate tickets conveniently.

Attach files when forwarding a ticket

Text editing options when replying to tickets

To enhance the agent experience, we have introduced a shortcut that allows them to access editing options quickly when replying to tickets.

Text editing options when replying a ticket

Developers can also insert code snippets directly into the reply box via the enhanced text editor.

Activity module

The following feature updates have been added to the activity module.

Enhanced control access to activities 

Admins can control access to activities within the module. You can grant access to all activities or only to those created by or assigned to an agent, or those to which they have been added as a watcher.

These enhanced access controls let you tailor permissions as you deem fit.

Enhanced control access to activity modules

Additional filters

We’ve expanded the search options with additional fields and more operators, letting users fine-tune their filters with precision.

Additional filters

Approvals module

The following updates have been made in the approvals module to improve the agent experience.

View approval request notifications

Agents can instantly be alerted on action items to ensure they never miss an approval request.

View approval request notifications

Enhanced text format options

The approvals module now supports rich text formatting. This means you can enhance your approval descriptions with bold text, italics, bullet points, and more, making them more visually appealing and clearer for your team.

Agents can also upload files directly with their approval requests, streamlining the process and enhancing collaboration.

Enhanced text formating options

Knowledge base

Our knowledge base software has been enriched with the following latest features to boost your self-service and knowledge sharing efforts.

Additional filter for accessing articles pending review

A new My Review view filter has been added to the article category listing to allow agents to access articles that are waiting for their review quickly.

Enhanced article sorting

Discover a more customized browsing experience on our article list page! It now features advanced sorting capabilities, so you can organize content by popularity or engagement.

Choose to see what’s trending with our view count filter or dive into the most talked-about articles with our comment count sorter.

Enhanced article sorting

Mobile app

We’ve added a suite of new features to our mobile app to revolutionize the way agents provide support on the move.

Stay informed with real-time approval notifications

Users can get real-time notifications as soon as their requests are approved. They can also customize the approval notifications to match their preferences.

What’s coming next?

The BoldDesk team consistently strives to develop and implement the most useful features for our customers.

Soon, we will launch the following features:

  • A live chat module
  • WhatsApp integration
  • Facebook integration

Take a look at this roadmap to learn more. Is there a feature you’d love to see? Request it here!

Try out these new features!

BoldDesk remains a steadfast partner in your mission to provide unparalleled customer service.

We’re confident that these latest features will make your customer service operations smoother, more intuitive, and more impactful than ever before.

Get in touch with us to set up a 30-minute live demo to try out these new features and find out how BoldDesk can be customized to fit your unique needs and workflows. Or sign up for a 15-day free trial today to test it out yourself.

You can help ensure that these new features truly hit the mark. Take a minute to provide feedback on your experience in the comment section below.

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Level Up Your Customer Support with BoldDesk

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  • tickicon

    Increase agent productivity by 3x

  • tickicon

    Increase customer satisfaction level to 92%

  • tickicon

    Decrease response times by 30 minutes

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