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Blog
Exciting news! BoldDesk’s September release is here! We’re thrilled to announce the latest features update, designed to elevate your customer service experience.
Our dedicated team has been hard at work, incorporating valuable user feedback and industry insights to enhance our platform’s capabilities.
This release includes two significant updates that represent an important step in our pursuit of a comprehensive, omnichannel customer service strategy;
The launch of:
Let’s look at the latest features and functionalities!
Ticketing system
We’ve introduced several new features in the ticketing system to enhance its functionality and improve your overall experience.
Quickly create tickets using pre-saved templates
Ticket templates allow you to generate tickets with pre-defined fields and formats quickly, reducing the time and effort required for manual entry. Agents can create and save customized ticket templates to assist in ticket creation.
To enhance uniformity, you can share templates with specific groups or with an entire organization.
Sorting and prioritizing tickets
The Brand Changed and Ticket Form fields have been incorporated into the advanced ticket filter to enhance ticket sorting capabilities.
Agents can also prioritize tickets using the Requester Responded field, which organizes requests based on the time the requester has been waiting.
Improved ticket exporting
The ticket export function includes extra data fields to ensure you can create more comprehensive and customized ticket reports.
Enhanced ticket management
Previously, agents needed to have global ticket access to mark a ticket as spam or delete it. Now, agents with ticket access and the appropriate ‘manage spam’ or ‘manage delete’ permissions can do so.
Achieve a clutter-free inbox
Suspended and spam emails and tickets will be automatically removed from your system after 30 days, keeping your inbox clean and organized.
Artificial intelligence
The following updates have been added to BoldDesk’s AI assistant.
Enhance AI copilot’s intelligence with custom answers
Introducing custom answers, a new data source for the AI copilot. You can enhance the AI copilot’s intelligence by adding specific questions and answers it might need to answer anticipated customer or employee questions.
Beyond your knowledge base, custom answers empower AI Copilot to deliver even more accurate, relevant, and customized responses.
Categorize unanswered AI questions
Our AI unanswered page lets you categorize logs as Processed, Pending, or Irrelevant/Junk. This means more efficient management of unanswered questions and better insights into your support needs.
Integrations
Tired of juggling multiple systems? BoldDesk’s new integrations create an even more unified platform so you can focus on delivering exceptional customer experiences.
MS Teams meeting integration
We’ve updated the Microsoft Teams integration to bring you a seamless and efficient way to conduct virtual support meetings directly from BoldDesk.
Advantages of this new feature:
- Simple scheduling: Schedule, modify, or cancel online meetings with just a few clicks. No more switching between applications.
- Streamlined support processes: Join meetings directly from BoldDesk without leaving your support workflow.
- Team collaboration: Easily include attendees, add the meeting to your Microsoft Calendar, and send reminder emails to keep everyone in the loop.
Multiple agents configuration support for Microsoft Entra ID
Admins can now create up to 10 distinct agent configurations, each tailored with specific roles and responsibilities.
By entering a unique Microsoft custom role ID, you can precisely define:
- Ticket access scope: Control which tickets agents can view and work on based on their role.
- Ticket brand access: Grant access to specific brands’ tickets, ensuring agents only handle cases relevant to their expertise.
- Synchronization requirements: Specify the necessary roles to synchronize agents from Microsoft Entra ID, streamlining the onboarding process.
This enhanced control lets admins optimize agent efficiency, enhance security, and ensure that every ticket is handled by the right person.
Reports and analytics
BoldDesk’s insightful reporting and analytics dashboards provide an overview of individual agents and collective team performance, overall help desk effectiveness, and customer satisfaction.
The following feature updates have been made to the reporting module.
Additional reports in the scheduled report module
We have significantly enhanced our scheduled reports feature to let you automatically generate a wider range of reports.
In addition to the ticket reports, users can schedule the customer satisfaction and agent worklog reports to be generated weekly.
Additionally, in the existing ticket module, support has been provided to generate reports for all ticket metrics and approval-related fields.
Enhancements in the ticket metrics report
We have introduced Tag, Average Response Time, and Approval fields to the ticket metrics report to give you a more comprehensive view of your customer support operations.
Better SLA management
Team leads can now pinpoint which agents or agent groups consistently meet or struggle to meet SLA standards, thanks to the following new fields in the SLA dashboard’s advanced filter.
With these enhanced filtering capabilities, you can gain deeper insights into your team’s performance, identify areas for improvement, and ensure that your SLAs are consistently met.
Gain deeper insights into team efficiency
We’ve added SLA and Messages by SLA tabs to the Consolidated Agent Statistics in the agent performance dashboard. Managers can track their team’s performance against SLAs more precisely and identify areas for improvement.
Admin module
The following new features have been added to the admin module.
Additional fields in the automation condition
The automation feature in the admin module has new fields that provide greater flexibility and control. Users can utilize the following criteria to create even more targeted and efficient automation:
- Ticket Form: Trigger automation based on specific ticket forms, ensuring the right actions are taken for different types of inquiries.
- Brand Changed operator: Automate tasks when the assigned agent changes due to brand or other criteria, ensuring seamless handoffs and consistent service.
- CC Email: Create an automation based on CC email addresses. You can tailor your responses and notifications to specific stakeholders.
Streamline your support process with automated CC emails
You can easily send notifications to key stakeholders included in a ticket’s CC list. This feature allows you to create customized workflows that keep everyone in the loop, ensuring timely responses and improved customer satisfaction.
Automatically delete tickets based on specified keywords
Users can easily remove spam tickets from BoldDesk by setting up triggers to delete those containing specific words or phrases in their titles or descriptions automatically.
Take control of your ticket import process
Our latest update allows you to effortlessly import tickets with custom fields. No more manual data entry or tedious mapping. Simply set the desired conditions, and BoldDesk will handle the rest.
Bulk email verification
Our new feature allows you to send bulk verification emails to newly imported contacts in a single click. Quickly verifying contacts prevents unauthorized access and helps data integrity.
Toggle two-factor authentication
Do you need more flexibility with two-factor authentication? Our latest update introduces the ability to disable 2FA for specific, already verified agents or contacts.
This gives you greater control over access and security, ensuring that only authorized users can access your system while reducing the hassle of them doing so.
Knowledge base
Our knowledge base software has been enriched with the following features.
Boost your knowledge base’s discoverability with enhanced SEO
We’ve introduced powerful SEO enhancements that will boost the visibility of your customer portal home page.
You can drive more traffic to your portal by tailoring the titles and meta descriptions of your customer portal to include the specific keywords customers use when searching for support.
Search for articles using specific tags
Our new tag search feature makes it easier than ever to find relevant information in the customer portal. Users can simply enter a tag, and the system will instantly display articles related to that tag.
Mobile app
With the BoldDesk mobile application, you’re always just a tap away from being able to provide support and receive updates on your tickets.
The following updates have been made to the mobile app:
Revamped contact and approval modules
We’ve redesigned the Contact and Approval modules to offer a more intuitive and visually appealing user experience.
Enjoy smoother navigation and a modern look that makes managing contacts and approvals easier.
Move tickets from one brand to another
Agents can change a ticket’s brand directly from the mobile app. This feature, previously available only on the web app, is now included in the mobile app as well.
Agent signature support
We’ve integrated the agent signature feature into the mobile app. Whenever an agent opens the reply to editor in a ticket, their set signature will automatically be inserted.
Activate real-time engagement with our new live chat and omnichannel support
Our new live chat tool lets you connect with your customers and provide real-time assistance. With omnichannel support, you can oversee customer interactions across multiple platforms, ensuring a cohesive and consistent experience.
These features are so awesome, we have to give them their own release blog, where we’ll go over them in depth, examine their benefits and how you can make the most of them. Please check it out!
What’s next?
The BoldDesk team consistently strives to develop and implement the most useful features for our customers.
The following features are in the pipeline and will be rolled out soon:
- Instagram integration
- X(Twitter) integration
Keep an eye on our roadmap to stay up to date with these developments. Is there a feature you’d love to see? Request it here!
Get ready to elevate your customer support!
We believe these latest updates and improvements will enhance your experience with our product and support your teams to deliver even more exceptional customer experiences. If you are not yet a BoldDesk customer, get in touch with us for 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 to test it out yourself.
You can help ensure that these new features truly make a difference. Take a minute to provide feedback on your experience in the comment section below.
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