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HelpDesk Ticketing SystemRespond to Every Query, Speed Up Ticket Handling

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Trusted by companies of all sizes

Why the BoldDesk Ticketing System?

Enhance, Simplify and Scale Your Support

A help desk ticketing system is a customer support tool that helps businesses track, manage, and resolve customer issues efficiently. It converts customer queries from multiple channels (email, chat, social media) into support tickets, ensuring no request is lost.

AI-Driven Automation

Automatically route and prioritize tickets using AI—reducing response times and increasing efficiency.

Multilingual Capabilities

Offer localized support with built-in language options and translation features, improving communication for global customers.

Seamless Integrations

Connect BoldDesk® with Jira, Zapier, Salesforce, or your own apps. Use webhooks and APIs to unify ticket management into a single platform.

Comprehensive Dashboards

Effortlessly build custom dashboards using widgets such as charts, tables, and pivot tables to track tickets, resolution times, and agent performance.

Enhanced Security & Compliance

Safeguard customer data with enterprise-grade security features and ensure compliance with industry standards.

Customizable Workflows

Adapt ticket routing and escalation processes to match your unique business needs without additional development.

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Smart support teams need smart tools

Features of the BoldDesk Ticketing System

Deliver efficient, organized customer support with a help desk ticketing system that automates workflows, centralizes communication, and enhances productivity.

Admin Portal

Workflow Automation
SLA Management
Analytics & Reporting
Branding & Customization
Security & Compliance
Multilingual Settings

Workflow Automation

Automate tasks, enforce SLAs, and streamline support with smart rules and workflows.
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    Automation Rules: Streamline repetitive tasks by automatically assigning, prioritizing, or escalating tickets based on custom triggers and conditions.
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    Automation Logs: Keep records of all changes brought about by automation for transparency and auditing.
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    Canned Responses: Save time with pre-defined replies for common customer queries.
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    Custom Workflows: Design multi-step automation flows to match your unique business processes.
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    Auto-Assignment: Use round-robin assignment to route tickets to appropriate agents automatically.
Faster replies, happier customers

SLA Management

Define service-level agreements, escalation paths, and automation rules.
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    Service-Level Agreements (SLA): Set response and resolution due dates automatically based on business hours and ticket priority.
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    SLA Breach Notifications: Instantly alert agents and managers when SLAs are at risk of being breached.
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    SLA Logs: Keep records of alterations in response and resolution due dates and SLA breach logs.
Faster replies, happier customers

Analytics & Reporting

Monitor performance metrics and generate reports on ticket volumes and resolution times.
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    CSAT Report: Use CSAT reports to keep track of your CSAT scores over time.
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    Create & Manage Dashboard: Track incoming support requests, the current support status, and adherence to SLA terms.
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    Ticket Metrics Report: Track ticket conversations, agent worklogs, and key metrics to measure support performance and efficiency.
Faster replies, happier customers

Branding & Customization

Customize the portal’s look and feel, email templates, and notifications.
Faster replies, happier customers

Security & Compliance

Safeguard customer data, ensure platform security, and maintain compliance with industry standards.
Faster replies, happier customers

Multilingual Settings

Set up translations for customer support and ensure your team can work in multiple languages.
Faster replies, happier customers

Agent Portal

AI-Powered Productivity
Ticket Queue & Management
Collaboration Tools
Enhanced Ticket Handling
Time Tracking & Work Logs
Internal Notifications
Ticket History

AI-Powered Productivity

Empower your team with BoldDesk AI Copilot—intelligent tools that automate tasks and optimize customer interactions.
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    AI Ticket Summarization: Generate concise ticket overviews for quick understanding.
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    AI Assist: AI-powered suggestions and actions to help agents respond, categorize, or resolve tickets.
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    Ask AI: Agents can ask AI to get instant answers from the knowledge base.
Faster replies, happier customers

Ticket Queue & Management

View, sort, and prioritize tickets based on status, urgency, or an SLA.
Faster replies, happier customers

Collaboration Tools

Assign tickets, add internal notes, and collaborate in real time with teammates.
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    @Mention: Mention agents in replies or private notes to send them alerts.
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    Watchers: Notify more agents without showing them to customers.
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    Private Note: Collaborate via private notes, hidden from customers.
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    Share Ticket: Collaborate with teams in other departments.
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    Private Ticket: Record internal-only tickets like call logs or meeting notes.
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    Related Ticket: Link tickets with similar context.
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    Parent-child ticketing: Manage dependent ticket flows.
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    Activity Module: Automatically generate task-type activities for tracking.
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    Approval for the Agents: Submit requests for approvals with custom workflows.
Faster replies, happier customers

Enhanced Ticket Handling

Streamline responses to common issues for faster resolution.
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    Ticket Macros: Automate repetitive actions with predefined command sequences for faster ticket handling.
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    Canned Responses: Respond to tickets quickly with frequently used, saved response templates.
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    Quick Actions: Change a ticket’s category, status, and assignee; add tags and private notes; and log work without opening the ticket.
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    Keyboard Shortcuts: Perform ticket actions with several keyboard shortcuts.
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    Quick Preview: Quickly navigate and review tickets.
Faster replies, happier customers

Time Tracking & Work Logs

Log time spent on each ticket for productivity insights and billing.
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    Time Tracking: Agents can record the amount of time they spend on each ticket.
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    Work Logs: Maintain detailed logs of all work done on tickets, ensuring accountability and transparency in support activities.
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    Worklog Reports: View and export detailed worklog reports to analyze agent activity, billable hours, and team productivity with advanced filtering options.
Faster replies, happier customers

Internal Notifications

Receive real-time alerts for ticket updates and SLA breaches.
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    In-App Notifications: Get real-time updates on ticket activity directly within the platform.
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    Email Notifications: Stay informed with automated email alerts for ticket updates and actions.
Faster replies, happier customers

Ticket History

Record any changes made in ticket activity. Using the Ticket History tab, you can view change logs for auditing.
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    Field Logs: Field value changes are recorded.
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    Automation Logs: Changes brought about by automation.
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    SLA Logs: Alterations in response and resolution due dates and SLA breach logs.
Faster replies, happier customers

Customer Portal

Ticket Submission & Tracking
Customer Ticket Updates
Interface Flexibility

Ticket Submission & Tracking

Allow customers to create new tickets and monitor their progress.
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    Email Ticketing: Submit support requests directly via email.
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    Web Ticket Forms: Easily create tickets using intuitive, custom forms.
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    Real-Time Status: Track your ticket’s progress from submission to resolution.
Faster replies, happier customers

Customer Ticket Updates

Enable customers to update ticket details and view statuses without needing live support.
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    Update Tickets: Add information or update tickets without waiting on live support.
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    Instant Feedback: Automatically trigger satisfaction surveys when a ticket is closed to gather valuable customer insights.
Faster replies, happier customers

Interface Flexibility

Seamless, multilingual, responsive support with easy profile management.
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    Multilingual Interface: Users can choose their preferred language for a more comfortable experience.
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    Responsive Design: Enjoy seamless access to ticket details on any device.
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    User Profile Management: Let customers manage their contact information and support history.
Faster replies, happier customers

Quick and Easy Setup

Get Your Help Desk Running Instantly

Implementing the BoldDesk ticketing system is straightforward. Just sign up and configure your support settings, and you can start resolving customer inquiries in no time!

Step 1

Start Your Free Trial

Sign up for a free trial and log in to your BoldDesk admin portal.
Get Started Now

Step 2

Configure Your Help Desk

Customize ticket fields, email settings, and workflows to match your support process.
View Setup Guide

Step 3

Start Managing Tickets

Begin receiving and resolving customer issues, all in one centralized platform.

Step 1

Start Your Free Trial

Sign up for a free trial and log in to your BoldDesk admin portal. Get Started Now.

Step 2

Configure Your Help Desk

Customize ticket fields, email settings, and workflows to match your support process. View Setup Guide

Step 3

Start Managing Tickets

Begin receiving and resolving customer issues, all in one centralized platform.

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  • No credit card required
Still have questions about getting started?
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Integrations

Integrate BoldDesk Across Your Tech Stack

Effortlessly connect BoldDesk with your favorite third-party applications to enhance workflow efficiency
and customer support operations.

Zapier Integration

Automate workflows by integrating BoldDesk® with thousands of apps
via Zapier.

JIRA Integration

Sync ticket status, priority, and comments from Jira for efficient issue tracking.

Salesforce Integration

Link customer contacts to tickets for quick internal reference and better collaboration.

Microsoft Teams

Get ticket updates and collaborate instantly within Microsoft Teams.

Custom Apps

Display customer data from external apps on the ticket sidebar for deeper context.

Webhooks & Developer APIs

Sync data in real-time and integrate BoldDesk with your systems using
powerful APIs.

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Stay connected with mobile device.

Stay Connected Wherever You Are With Our Mobile App

Download our iOS or Android app to manage your conversations on the move. Easily receive and respond to messages across all channels using the app.

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Designed for Every Industry

Scalable and Tailored for Your Business Needs

Customer Support Teams

Automate customer support workflows and reduce manual effort.

IT Support &
Internal Help Desks

Troubleshoot IT issues seamlessly with ticketing automation.

SaaS & Tech Companies

Scale customer query management with omnichannel support and automation.

E-commerce &
Retail Businesses

Handle order complaints, refund requests, and inquiries.

Healthcare &
Insurance Providers

Track patient inquiries and claims with secure, efficient ticketing.

Education & Government Sectors

Streamline student support and public service inquiries with automated workflows.

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Schedule a Demo
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Versatile Help Desk Ticketing System for Every Use Case

Our help desk ticketing system adapts to various business needs for seamless support across channels and teams.

Email Ticketing System

Convert emails into tickets and streamline customer queries.

Shared Inbox Software

Collaborate with teams using a unified inbox for organized ticket management.

Multi-Brand Help Desk

Manage multiple brands with dedicated portals, workflows, and support channels.

Internal Help Desk Software

Resolve IT and HR requests efficiently with an internal ticketing system.

Trouble Ticketing Software

Track, escalate, and resolve technical issues with structured workflows.

Mobile Help Desk

Provide on-the-go support with a mobile-friendly ticketing solution.

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Think Switching is Hard? We Will Handle the Migration for Free!

Switching ticketing systems shouldn’t feel like a nightmare. We make it easy, fast, and cost-free to move from your current provider to BoldDesk.

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  • bullet Easy Onboarding   bullet Safe & Secure

Your Success Never Sleeps: BoldDesk’s Always-On Support Partner

  • 24/5 expert support to help you onboard and thrive.
  • Extensive documentation, tutorials, and resources.
  • Dedicated assistance for resolving issues proactively.
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Frequently Asked Questions

What Our Customers Say

rating

"A Solution That Professionalizes Customer Service in Minutes"

We are a CRM platform based in Brazil, and we previously used a GitHub project to manage customer requests. BoldDesk has everything you could imagine in a customer service platform, including many features like APIs that we are yet to explore fully. It allows our clients to open and track tickets easily.

Carlos Rafael R.

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rating

"Complete platform for ticket management"

Excellent message management as well. Possibility of interface customization. Excellent permission management. Excellent rule management. Very comprehensive with various features. I trust in this product and I love it.

Alberto C.

g2image
rating

"A great product at an affordable price"

BoldDesk is easily configurable, highly intuitive, and has many features one would only expect to have in higher priced products. Their customer support is prompt and helpful.

John S.
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rating

"Excellent tools to use"

The overall application functionality is good, UI/UX and the confifurations including automations all the other services are constantly working fine. When it comes to response & resolution for a support tickets it is very satisfactory.

Harsha R.
g2 image
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Next
rating

"A Solution That Professionalizes Customer Service in Minutes"

We are a CRM platform based in Brazil, and we previously used a GitHub project to manage customer requests. BoldDesk has everything you could imagine in a customer service platform, including many features like APIs that we are yet to explore fully. It allows our clients to open and track tickets easily.

Carlos Rafael R.

g2 image
rating

"Complete platform for ticket management"

Excellent message management as well. Possibility of interface customization. Excellent permission management. Excellent rule management. Very comprehensive with various features. I trust in this product and I love it.

Alberto C.

g2 image
rating

"A great product at an affordable price"

BoldDesk is easily configurable, highly intuitive, and has many features one would only expect to have in higher priced products. Their customer support is prompt and helpful.

John S.
g2 image
rating

"Excellent tools to use"

The overall application functionality is good, UI/UX and the confifurations including automations all the other services are constantly working fine. When it comes to response & resolution for a support tickets it is very satisfactory.

Harsha R.
g2 deal
Previous
Next

PRICING

Flexible Plans, Clear Pricing

Find the perfect plan for your business—no hidden costs or surprises.

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