We are excited to announce the rollout of new features and improvements in BoldDesk! Let’s take a look at some of them.
List of latest features
Let’s take a look over the added features:
1. Article templates
Article templates store common article structures to be used later to create new articles. This improves the efficiency of article creation and provides a consistent structure for knowledge base articles.
2. Rest APIs for knowledge base
With REST APIs in the knowledge base, you can create, edit, and read categories, sections, and articles.
3. Email delivery failure audit logs
In the admin audit logs page, an email failure logs section has been added. Using this feature, admins can find the numbers of bounce and complaint emails. Also, they can find the reasons emails failed to deliver.
4. Merge contact option in contact management
This feature allows users to merge duplicate contacts. Using this feature, you can select and merge a maximum of three contacts with another contact. It is useful when a customer uses different email IDs or when the user from a customer company is no longer the support contact. In these scenarios, you can transfer all tickets and merge them to another account. After merging, the secondary contacts can be deleted automatically.
5. Bulk ticket delete option
Multiple tickets can be selected and deleted forever from the spam tickets or deleted tickets page. This feature saves the support team time so that it can focus on more important tasks, like answering tickets from customers.
6. Contact group field in ticket grid view
In the column chooser, you can now include the contact group field in the ticket grid view.
7. Email delivery status for each message
This option allows you to view the email delivery status of each message in the ticket.
8. Delete brand
The delete brand option in the admin module lets you delete a brand permanently. You can’t recover a deleted brand. If you need to temporarily disable a brand, then you can use the deactivate brand option instead of the delete brand option.
9. Hide system default ticket views
In the admin module, you can manage ticket views by deactivating the views that you do not need. Using this option, you can also hide the system views if you don’t want them on your site.
Conclusion
We hope you enjoy the latest features added to BoldDesk. We’ve made a lot of improvements in this update, and we look forward to continuing to do so on a regular basis. These new features allow customer support agents to better manage their tickets, communicate with their customers, and meet customer needs. Use BoldDesk to simplify your support agents’ work and make them more productive. You can also start a 15-day free trial to experience the benefits for yourself. If you have any questions or comments, feel free to contact us. We’re always eager to hear from you!
