BoldDesk®: The Telling of Great Stories

by Amy Peters
Updated on : October 2, 2025

Who does not like a great story? Whether spoken around a campfire or written in the scrolls—if there is one thing proven through time, it’s that history contains many stories, each with its own plot, twist, and happy (or not so happy) ending.

Some people prefer a good sci-fi book on a sizzling summer day, while others prefer a romance novel while soaking up a fire in the fireplace on a cold afternoon. Personally, there is nothing like a good murder mystery as I travel and discover the world and all it has to offer.

I am sure my superiors would not appreciate me reading the next New York Times Bestseller while at work, though. Sounds like it would be fun to get paid to do that all day; however, to me, there are plenty of great stories to discover in Syncfusion and our family of customers and employees.

Hidden within the depths of BoldDesk®, the Syncfusion customer service software platform, are nonfiction stories upon stories, each with their own twist and pivots—all to be held sacred and valued.

BoldDesk®, an interactive and friendly-to-use ticketing system, holds these stories and achieves two important functions: connectivity and centralization.

BoldDesk's ticketing system — BoldDesk®’s Ticketing System

The research and collections team at Syncfusion primarily strives to identify trends and patterns surrounding systems and processes, and we work directly with customers to ensure that their accounts are in good standing.

As a lead for this team, I continually emphasize with my team, “Know the story of each customer.” Fortunately for our team, BoldDesk® is with a tool with which we can see each customer’s story.

The power of connectivity

One thing I just love about my job is that I connect with people all over the world. While Syncfusion® is based in India, Kenya, and United States, we serve customers in over 180 countries. Seriously, when I take a moment to reflect on that concept, it amazes me. I hope that I do not become numb to the wonder found in technology.

Like in any good story, it is always nice to observe the back-and-forth communication in relationships. For our team, we communicate with our customers. We spend our days, whether it be on the research side or the collections side, hearing and learning from our customers.

Due to the multitude of data points we need to examine, we pull insights concerning our customers from a variety of sources in BoldDesk®.

Our collections and research team members learn so much about our customers:

• We discover the issues our customers face and how our support team partners with them to solve these issues.

• We capture data points from our sales opportunity tickets, like the type of company, customer requests concerning their orders, and agreed-upon terms.

• The accounts receivable and contract tickets allow us to monitor payment success and any contractual communications.

Given our mission—collections and research—understanding the flow of communication and the story behind each customer is critical to our success in gaining customer satisfaction and trust as we work to accomplish that mission.

The power of centralization

Stories that leave you hanging can frustrate the reader to no end. When I am finished reading a book, I do not like to find myself asking, “What happened to Bob then? He was such an important part of the story.” Cliffhangers are not my preference.

In business, cliffhangers can lead to frustrated customers. Before moving to BoldDesk®, we worked in Salesforce. While Salesforce had many benefits, it lacked complete centralization, which led to cliffhangers.

With BoldDesk®, everything we do is within our help desk ticketing system. My team does nothing outside of BoldDesk®. This satisfies three main requirements:

1. Working without barriers

If a team member is out of the office for whatever reason, the next team member should be able to pick up his or her work without scrambling to find all the relevant information.

Not only is the public dialog between an agent and a customer extremely helpful, but our private notes for internal purposes keep our team well informed concerning the full picture of a customer. All agents can provide complete services.

2. Honoring our customers with our words

It has been said by a few that I am such a “words” person. For me, words matter. Something as simple as, “Wishing you a great rest of your day,” can turn my perspective from negative to positive.

With that, as the team lead for the research and collections team, the Ticket Conversation Report enables me to track all private and public communication with my team members.

BoldDesk's Ticket Conversation Report. — BoldDesk®’s Ticket Conversation Report.

3. Seamless communication

With Salesforce, our team did most of our communication through Outlook. We would link an email to a particular record within Salesforce.

With BoldDesk®, we use only one tool for our communication and tasks. If we need to consult each other, we can put private notes directly in the tasks with mentions.

The customer can’t see our communications, and we keep all the discussion about the task stored with the task. This also eliminates the need to remember to include links in our communications, a common struggle that delayed our work and sometimes prevented us from acquiring valuable input before responding to a client.

Conclusion

In conclusion, our customers matter a great deal to our company, to our team, and to me. It’s nice to work within a solution that allows me to learn more about their stories, no matter where they are in the world. BoldDesk® has helped foster connectivity and centralization within my team. With that: The End.