We are excited to announce the latest features update in our September release! BoldDesk is dedicated to equipping you with the resources you need to consistently deliver exceptional customer service.
We are always pushing the boundaries to provide you with cutting-edge features and tools that guarantee efficiency and optimal performance, and this release is no different.
BoldDesk has been updated with the following features to enhance the customer support experience:
1. Ticketing system features
The following updates have been implemented in the ticketing system to enhance the user experience and increase its efficiency and effectiveness:
a. Add agent signature to ticket
This feature automatically embeds an agent’s signature when replying to tickets. Signatures can be set up either globally across the brand or individually for each agent.
b. Print ticket capability
The print ticket feature allows users to generate physical copies of tickets for documentation purposes.
Tickets can be printed from either the customer or agent portal.
c. Instant access to requester’s details in card view
This feature enables users to instantly access the details of a ticket requester in the card view by just hovering the cursor over the requester’s name.
d. View a ticket requester’s IP and browser details
This feature allows users to view a ticket requester’s IP address and browser details for easy troubleshooting.
e. Create a child ticket from a parent ticket
Agents can connect tickets using the link option. To facilitate issue tracking, major incident tickets can serve as parent tickets, while minor incident tickets can function as child tickets. A new feature has been added to provide a simpler way to create a child ticket from a parent ticket.
f. New advanced ticket filter
The In Group operator has been added to the advanced ticket filters page. This filter allows users to filter specific tickets from those assigned to a group.
For instance, when a manager applies the Agent | In Group | Finance Department filter, tickets assigned to any agents within the finance department group will be retrieved instead of just tickets specifically assigned to the finance department group.
g. New configurations for custom fields
The following two configuration settings for ticket fields have been introduced.
- Field visibility option in the ticket creation page: controls whether a field is visible in the create screen.
- Option for editing fields after creation: controls whether fields can be modified once a ticket has been created.
h. Resolution due and priority field settings in the ticket creation page
New configuration settings have been added to allow users to:
- Include the Resolution Due field when creating tickets
- Access and edit the Priority field in the customer portal
2. Support for 13 additional languages
We believe that language should never be a barrier to quality service. We have added 13 new languages to our multilingual help desk to help users reach a diverse user base.
These additional languages are Bulgarian, Chinese, Danish, Dutch (Netherlandic), Greek, Hungarian, Malay, Russian, Romanian, Thai, Turkish, Ukrainian, and Vietnamese.
This brings the total number of languages supported in BoldDesk to 26.
Additional integration updates have been made to ensure BoldDesk works seamlessly with your favorite apps.
The significant latest features include :
Users can integrate BoldDesk with the Shopify app. This new integration offers easy access to customer and order data, significantly improving the efficiency of customer support teams.
The following are the key features and advantages of this integration:
- Enhanced support for connecting multiple stores
- Seamless access and retrieval of comprehensive customer information
- Real-time access to a customer’s recent orders, including item purchases, pricing, shipping charges, and discount details
- Comprehensive overviews of the customer’s entire order history
4. Activity module
The latest features that have been added to the activity module include:
a. Add custom activity types
Users can create new custom activity types in the activity fields of the admin module. A total of ten types can be added.
b. Save activity filters as views
You can now save activity filters as views to better organize and track activities.
c. Add email delivery logs in the activity module
The delivery logs feature, which was previously incorporated in the ticket module, has now been included in the activity module.
This feature provides a detailed summary of all the email transactions and records of every activity.
d. Customize activity email templates
The activity email templates can be customized by navigating to the Email Notifications module on the admin page.
5. Approval module updates
The following approval updates are now available:
Approval reminder emails
We’ve introduced a new feature that allows you to send a reminder email to the approver. This update will ensure that important tasks or decisions are not overlooked.
Incorporation of approval module in webhooks
We have incorporated approval events into webhooks, which facilitates the transmission of real-time data from the approval module to external applications.
6. Knowledge base
The following new features have been added to the knowledge base.
Embed knowledge base articles in widgets and webforms
This feature provides users with easy access to knowledge base articles, enhancing the overall customer experience and minimizing the number of support tickets.
Import knowledge base documents from Word or Markdown files
A new feature has been introduced that allows users to import knowledge base articles from Word documents or Markdown files.
This allows for easy importing of existing documents into the knowledge base, eliminating the need for manual re-typing. This feature can be used in creating and editing articles.
Make SEO fields mandatory for articles
Users can make SEO fields mandatory for articles with this new feature. This rule is only applicable to articles that are publicly accessible.
7. Analytics and reports
The following new features have been added to the analytics dashboards and reports page.
Custom field selection option for a dashboard’s underlying data
Previously, only specific fields of underlying data were listed. A new option has been included to allow users to add extra custom fields of underlying data.
Advanced filter support for worklog report
Additional filters have been added to help users extract more insight from worklog reports for improved performance tracking.
8. Default SLA turn off option
BoldDesk now gives users control over which tickets are assigned SLAs. Agents have the option to turn off the default SLA so that no SLA is imposed on tickets unless they set one up.
For instance, users may exclusively allocate SLAs to tickets assigned to a group of agents responsible for product subscription renewals.
9. Customer portal
The following latest features have been added to the customer portal.
Image support for customer portal banner
Customers can add a banner image when customizing the customer portal. This option allows them to reinforce their brand using an attractive and informative banner. A default image will be displayed if no background banner image is chosen.
Add custom contact fields under customer profile information
This update allows customers to update their profile information with custom contact fields.
The visibility of these fields can be managed from the admin panel.
10. Transfer account ownership
Organization owners have the option to seamlessly transfer the ownership of their accounts to another person.
Explore these new feature updates!
We are confident that these latest features will empower you to consistently deliver streamlined, effective, and user-friendly customer service.
Get in touch with us to set up a 30-minute live demo to try out these latest features and experience firsthand how BoldDesk can revolutionize your customer support. Or sign up for a 15-day free trial today.