Once you have created a BoldDesk account, you need to set up your BoldDesk instance. Several customizations and settings are available in the Admin Center when setting up your BoldDesk instance. In this guide, you will walk through the important settings and customizations to set up your instance for getting started.
Customer Portal and Agent Portal
After creating your account, you will get two portals as follows,
|Name of Portal||Description||URL|
|Customer Portal (Support Center)||It is a portal used by your end-user for raising support tickets||yourportal.bolddesk.com|
|Agent Portal||It is a portal that will be used by your support team to reply to customer-raised tickets. Adding “/agent” to the customer portal URL will open the agent portal.||yourportal.bolddesk.com/agent|
Changing your instance date and time settings
Date and Time settings can be changed from Admin > Settings > General. By default, the date and time will be used across the agent and customer portals. Users have an option to personalize these settings in their profiles. For more details, refer to this article.
Customizing your agent portal settings
To customize your agent portal name, sidebar color, logo, ticket default settings, login, single sign-on settings, go through Admin > Settings > Agent Portal. For more details, refer to this article.
Customizing your customer portal settings
Customer portal settings can be customized from Admin > Settings > Customer Portal. While customizing your customer portal, you can white-label or rebrand the customer portal by modifying the Portal Name, Logo, Footer Links, Login, and Security Settings to match your organization’s branding. Options are available to change the portal URLs and map your company’s custom domain. For example, yourcompany.bolddesk.com can be changed to support.yourcompany.com. For more details, refer to this article.
Configuring support email
Support emails are used as email addresses when a notification email is sent to a user for any event. This email address can also be used for ticket creation. When a customer sends an email to this email address, a ticket will be automatically created. Options are also available to add and configure your company’s support emails.
You can configure a support email from Admin > Settings > Support Emails. For more details, refer to this article. Email templates can also be personalized from Email Notification Settings.
Adding agents, groups, and permissions
Agents are the users in charge of handling tickets and dealing with customers’ issues. You can add as many agents as possible based on the license you have purchased. Agents can be added from Admin > Users and Permissions > Agent module. For more details on how to add agents, refer to this article.
Note: Apparently, only the organization owner is added as a support agent.
Groups (Teams) in an organization help to associate the related agents together. Groups can be utilized in auto assignments, automation, ticket permission restriction, and sharing filters. Refer to this article on how to create groups and add agents in groups.
Roles and permissions give you fine-grained access control over your support agents. For more details, refer to this article.
Note the following while adding roles and permissions:
- Custom roles are also supported.
- These permissions are applicable only to agents.
Customizing ticket creation form
The ticket creation form can be customized from Admin > Fields and Forms > Ticket Forms module. From this module, you can modify the ticket forms that are to be used by the customers and agents. Through customizing, fields can be set mandatory, hidden from customers, and much more. Several types of custom fields are supported which can be created and added to your ticket form. By default, the category and type fields are added but if the fields are not required, they can be removed. Moreover, you can customize the Dropdown option values for category and type fields. For changing sample values of Category or type dropdown refer to this article. For more details on how to set up a ticket form refer to this article.
Setting up work schedules
Work schedules include both business hours and holidays. Work schedules can be set up from Admin > Settings > Work Schedules.
Business hours help with setting up different work timings for your support team across different time zones. Business hours can be used as criteria when setting up Service Level Agreements (SLAs). For more details, refer to this article.
Holiday list can be used for setting up holidays for your support team. It can be associated with business hours, used in setting up the SLA. For more details refer to this article.
Setting up Service Level Agreements (SLA)
SLAs help to set the response and resolution times in support tickets. Each SLA can be configured to operate either for calendar hours (24*7) or specific business hours. SLAs can be created from the Admin > SLA module. By default, one SLA is created. It can be customized to change response and resolution time. You can also create more SLA rules and set reminder and escalation settings. For more details, refer to this article.
BoldDesk supports powerful no-code automation. Automation rules can be accessed from the Admin > Automations module. Automation rules are created to run and execute a set of actions when certain criteria are met. For example, configuring Auto ticket assignments. Several types of automation are available. For more details, refer to this article.
Setting up Knowledge Base
A knowledge base is a self-service portal and central repository of information for your customers and employees. With BoldDesk knowledge base software, you can create unlimited informational articles for different brands and products. You can organize and group your knowledge-base articles by using categories and sections. BoldDesk supports the creation of public and internal knowledge bases.
For getting started refer to this article