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BoldDesk Release: September 2024 New Features Update!

BoldDesk Release: September 2024 New Features Update!

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;

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.

New ticket templates

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.

Enhanced ticket sorting

Improved ticket exporting

The ticket export function includes extra data fields to ensure you can create more comprehensive and customized ticket reports.

New field in the ticket export

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.

Automated deletion of spam tickets

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.

A New Custom Answers Module to Enhance AI Copilot Responses I

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.

Processing of Unanswered Questions

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.

MS Teams new features update

MS Teams Meeting integration II

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.

Multiple agent configuration support for Microsoft Entra ID

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.

Additional Reports in the Scheduled Report Module

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.

Enhancements in the Ticket Metrics report

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.

New Fields in the SLA Dashboard 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.

Agent performance dashboard

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.

Additional fields in the automation condition

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.

Send emails to users in the ticket's CC

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.

New Action to Delete Tickets Based on Specified Keywords

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.

Import tickets with custom fields

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.

Send bulk verification emails to newly imported contacts

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.

Disable Two Factor Authentication for Users

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.

Added SEO setting for Customer portal home page

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.

Search for articles using specific tags in the customer portal

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.

Enhancements in the Design of the Contact and Approval Module

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.

Move tickets from one brand to another

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.

Agent Signatures Support

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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