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Smarter inboxes. Safer domains. Deeper insights.
We’re excited to ship BoldDesk’s November 2025 release, a carefully focused update that makes everyday support work faster, safer, and more contextual.
This release update brings targeted improvements across the Agent Portal, Dashboards & Reports, Knowledge Base (KB), Integrations, Live Chat, Omnichannel, and our new Mobile SDK.
Each change is grounded in real operational wins: faster triage, better deflection, clearer SLA reporting, and simpler cross-channel conversations.
Below: what’s new, why it matters, and three real-life examples that show these product feature updates in action.
What’s new in the November 2025 release? Quick tour
Here’s a highlight of the key BoldDesk feature updates in a table.
| Chat Module: Agent Portal and Workflow |
|
| Omnichannel Support |
|
| Integration |
|
| Mobile App |
|
| Dashboard and Reports Module |
|
| Customer Portal |
|
| Agent Portal |
|
| Live Chat Widget |
|
| AI |
|
Chat agent portal and workflow: AI-powered focus, seamless action
Human agents work smarter with AI-driven tools that keep high-priority cases visible and every interaction fully tracked.
- AI views: Create custom dashboards and use advanced filters to quickly find and save case sets for efficient workflows.
- Schedule meetings: Book meetings directly from chats, link them to conversation history, and update activities in one screen for complete context.
- Workflow enhancements: Dynamic placeholders, updated field names, and reusable workflows enable precise triggers and personalized outreach with flexible date logic.
- Inactivity triggers: Automate reminders, reassign chats, escalate issues, or close conversations when customers or agents go silent, based on defined thresholds.
- Auto-close idle chats: Set inactivity thresholds to automatically close stale conversations, keeping queues clean and agents focused on active cases.
Omnichannel: Conversations that never break
Support now flows seamlessly across WhatsApp, SMS, and every channel—richer messages, smarter automation, and consistent closure keep customers in the loop, no matter where they reach out.
WhatsApp via Twilio
Bring WhatsApp into BoldDesk via Twilio with zero hassle. Activate using your Account SID and Auth Token, support multiple numbers for different brands, and exchange images, videos, files, and templates for clearer, more engaging conversations.
Twilio MMS support
Enable the MMS toggle in your SMS (Twilio) channel, and human agents can now send and receive multimedia photos, videos, and documents directly in SMS chats.
Interactive WhatsApp messages via Gupshup
Send buttons, quick replies, and call-to-action components through automated workflows. Make every Gupshup WhatsApp messages proactive, interactive, and conversion-ready in BoldDesk.
WhatsApp CTA buttons via Meta Cloud API and Gupshup
Replace long, untrusted URLs with clean CTA buttons. Users tap to visit links without seeing the full address, boosting click-through rates and trust in every message.
Conversation reopens across all channels
Set a reopen interval per channel in account settings. Any closed conversation accessed after that window automatically reopens, ensuring no customer is left hanging.
Chat closure message
Enable conversation closure message and configure a custom note per channel. When a chat ends, the customer instantly receives a polite, branded confirmation closing the loop with clarity and care.
Integrations: Workflows that flow together
Connect BoldDesk deeper into your tools. This release brings smarter syncs, seamless scheduling, and automated closures so support stays in rhythm with the rest of your tools.
BoldSign integration
BoldSign brings secure, cloud-based eSignature capabilities to BoldDesk. Send, sign, and manage documents online with compliance and automation built in.
Key highlights:
- Legally binding eSignatures compliant with ESIGN and eIDAS.
- Smart signing order with real-time progress tracking.
- Full audit trail every view, sign, or decline is timestamped.
- Embedded signing inside your app or portal.
- Multi-recipient dispatch for bulk agreements.
PagerDuty: Auto-resolve on ticket close
Incidents in PagerDuty can now be resolved automatically when tickets are solved and closed in BoldDesk, streamlining incident management.
Microsoft Entra ID (Azure AD) enhancements
Support teams can now choose whether tickets should be marked as spam when contacts are removed during Microsoft Entra ID sync, giving more control over ticket handling.
Additionally, custom agent fields can be mapped and synced from Azure AD to maintain consistent data across systems.
Calendly integration: Schedule from live chat
Turn support chats into scheduled meetings without leaving the conversation with Calendly.
Customers can pick a time slot right in chat, triggering automatic ticket creation with full meeting details and links.
Reschedules are logged as public notes, cancellations close tickets automatically, and a complete history of changes is stored in one place, no more scattered emails or missed updates.
Mobile App: Support that goes where you go
The BoldDesk Mobile Support SDK now lets you embed knowledge base and ticketing modules directly into your Android, iOS, Flutter, and React Native apps.
Secure login with JWT tokens, real-time push notifications for ticket updates, and full theme customization (light, dark, or system mode) to deliver a native support experience with your brand’s fonts and colors.
Dashboard and reports: Smarter data, clearer insights
Data should tell a story, and now it does, with more flexibility and precision than ever. Whether grouping response times into custom buckets or sorting message types by agent, these feature updates turn raw metrics into actionable intelligence.
Grouping time-based data using custom series
You can now group First Response Time or Resolution Time into custom unique ranges between 0–15 min, 15–30 min, or 4–8 hrs for clearer trend analysis. You have the choice of either a standard or cumulative series for the final range, which then auto-fills based on your highest value.
Unified SLA widget
One widget now shows achieved, breached, or no SLA tickets by creation date.
- Counts any breach once.
- Filter by agent, brand, or category for deeper insights.
Sorting made simple
Dashboards now let you sort underlying data in the order that works best for you. You can arrange records by any system or custom field, such as Created On, Agent, or Requester, for faster access to the most relevant insights.
Group by message type or tags
Gain deeper insights into communication and ticket trends with two new grouping options in custom dashboards:
- Message Type: Group agent replies by type Public Replies, Private Notes, or Automation Notes to track communication patterns and balance workloads.
- Tags: Group tickets by tags to analyze distribution and identify frequently used tags for better categorization.
These feature enhancements make it easier to spot trends, improve collaboration, and optimize team performance.
Enhanced filtering for time-based fields
Filtering time-based fields is now simpler, you can enter values in minutes or hours without manual conversions. This makes filters clearer, faster to apply, and reduces input errors.
Knowledge base in customer portal: Feedback that fuels improvement
Self-service works best when content evolves with real user input. Your knowledge base is now more engaging. Customers can “like” helpful articles and leave comments for constructive feedback.
Behind the scenes, we’ve implemented full WCAG 2.2 accessibility compliance, ensuring an inclusive experience for all users with improved screen reader support and updated HTML standards.
Agent Portal: Precision tools for everyday efficiency
Support agents handle a lot of spam, sessions, and scattered activities shouldn’t add to the chaos. This November 2025 release refines the portal with feature updates that keep everything organized and actionable right where you need it.
Suspended emails right in ticket details
Suspended email replies are no longer hidden away. The ticket details page now displays all suspended responses linked to a ticket, allowing support teams to review or delete them directly without switching views.
This new update streamlines navigation and keeps conversations moving smoothly.
Block domains with ease
Spam control just got smarter. We’ve added the ‘Block Domain’ option to both the Mark Ticket as Spam and Block Contact windows, giving agents more control over unwanted communications.
Filter tickets by activity status category
Advanced ticket filters now include options for activity status and category. Pull up tickets with pending approvals or updates in moments, so nothing slips through the cracks during busy shifts.
Link chats to activities for unified tracking
In this product release update, we’ve added support for linking activities directly to chat conversations, allowing tasks performed during a chat to be connected to the relevant ticket or project.
From the conversation details page, support agents can view, edit, and manage these activities just like in the ticket module, ensuring consistent tracking across channels.
Auto-embed live chat in customer portals
The ability to automatically embed a live chat widget in the customer portal is now available across all portals no more manual setup.
Authenticated users gain instant access to secure conversations, giving agents the context they need to deliver faster, more personalized support.
CSAT score display in contact and contact group detail views
Understanding customer sentiment shouldn’t require extra clicks. The CSAT scores now appear directly in Contact and Contact Group detail views, giving teams instant visibility into customer emotion.
Live chat widget: Smarter starts, smoother flows
Every chat now begins with context and ends with clarity. The live chat widget gains powerful pre-chat intelligence and persistent action buttons, so agents start strong, and customers stay engaged. Here are the new feature updates:
- FAQ message prompts: Display predefined FAQ prompts at the start of every chat so customers can access common answers or escalate to AI or human agents.
- Capture essential customer details: Customizable fields provide instant context for faster, personalized support.
- Sticky buttons: Allow admins to configure display names and trigger values to launch workflows, transfer to an agent, run automation, or guide users.
Other general live chat improvements
The chat experience feels sharper and more intuitive. The interface has been refined for better usability, allowed file types are now configurable, and the emoji picker can be toggled on or off as needed.
This new feature update lets you specify how long closed chats can be reopened. AI action buttons allow you to edit text, enable or disable options like “Transfer to Agent” and “Mark as Helpful,” and customize the handoff process for your workflow.
AI: Keep your pages fresh automatically
Keep your content accurate with Scheduled Resync. You can schedule automatic updates periodically at set intervals for crawled pages, eliminating the need for manual refreshes. This feature enhancement guarantees reliable, up-to-date content and simplifies ongoing maintenance.
What can you achieve with BoldDesk after this release update?
Ready to unlock the full potential of BoldDesk? The November 2025 release isn’t just about new features, but also it’s about helping your team work smarter and faster. From automated content accuracy to stronger security controls and seamless omnichannel experiences, here’s what you gain:
- Fewer interruptions for agents: Suspended emails now appear in context, so agents can resolve or release them without losing focus.
- Better spam defense and safer communication: Blocking unwanted domains in bulk while maintaining allowlists for trusted partners helps stop repeated spam waves with one action, boosting security and compliance.
- Faster ticket deflection and happier customers: KB likes or feedback, plus in-portal chat, increases self-service success and reduces ticket volume.
- Clear, actionable reporting: Build custom time-series widgets and add unified SLA metrics to dashboards for better visibility and decision-making.
- Stay accurate with scheduled resync: You can now automatically refresh crawled pages daily, weekly, or monthly to keep your knowledge base and AI responses up to date, with no manual effort required.
- Empower mobile teams: Integrating JWT authentication and push notifications with the Mobile SDK ensures secure, real-time updates on the go.
- Omnichannel made easy: You can connect WhatsApp via Twilio, test MMS and interactive templates in a sandbox, and deliver richer customer interactions across channels.
3 Real-life examples of how teams will use these feature updates
These updates aren’t just theoretical. They solve real problems for support teams. Here’s how different businesses can put them to work:
Stop spam waves: Agent portal + Block Domain
Problem: A mid-market e-commerce brand faces dozens of fake order emails from a single rogue domain.
BoldDesk solution: Instead of marking each ticket as spam, an agent flags one and selects Block Domain. All future emails from that domain will be automatically blocked. Suspended replies appear on the ticket detail page so that agents can recover any legitimate messages.
Impact: Immediate reduction in spam ticket inflow, faster clean-up (no inbox hopping), and zero legitimate ticket loss because suspended replies are visible and recoverable.
Make support a native part of your product: Mobile SDK
The problem: A fintech app aims to help users without requiring them to leave the app.
BoldDesk solution: The development team installs the Mobile Support SDK (iOS/Android/Flutter/React Native). Customers search KB articles, create tickets with screenshots, and receive push notifications, all inside the app. Tickets include device context and logs for quicker diagnosis.
Impact: 25% higher ticket completion rate inside the app, 15% ticket deflection via KB discovery, and faster time-to-resolve because agents receive richer context with each in-app ticket.
Route and engage customers where they already are: WhatsApp via Twilio + Calendly in chat
The problem: A telecom company wants to engage customers on WhatsApp and let them schedule technician visits during a chat session, but booking required switching apps.
BoldDesk solution: With WhatsApp via Twilio and Calendly integration, agents send booking links directly in chat. Customers pick times without switching apps, and BoldDesk auto-creates tickets with meeting details.
Impact: Faster bookings, fewer dropped conversions, and a single timeline for chat, booking, and ticket updates.
Scale smarter with BoldDesk’s November 2025 updates
This product release update is about reducing friction for agents and customers alike. Small changes like in-context suspended replies and domain blocking add up to big wins: fewer interruptions, cleaner queues, and faster, more confident support.
As always, we love hearing what you build next. Tell us about your pilots, feedback, and feature requests and keep helping us make BoldDesk better for everyone. Need help exploring the new feature updates? Our BoldDesk support team is just a click away.
Found this blog helpful? Drop your thoughts below. We’d love to hear from you!
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