Help Desk Features for Every Business Need
Streamline your support operations and enhance customer satisfaction with BoldDesk
Ticketing
Organize all your support requests in one place, route them to the appropriate agents, customize support creation forms, collaborate with your teammates, and increase agent productivity.
Email to Ticket
Email-to-ticket functionality helps convert all incoming customer support emails to tickets to then track inside BoldDesk. Never miss any service request.
Organize all your support requests in one place, route them to the appropriate agents, track them with certainty, and achieve greater customer satisfaction.
Related Tickets
The related ticket feature allows your team to group tickets with common issues or themes and to link them to the original ticket.
Parent-Child Tickets
Agents can separate a ticket into smaller sub tickets that can be worked simultaneously by multiple agents using parent-child ticketing.
Split Tickets
Split a single ticket into multiple tickets, allowing different agents to work on support requests independently.
Clone Tickets
Cloning a ticket allows you to create a duplicate ticket by copying ticket metadata information from an existing ticket.
Spam Tickets
BoldDesk can automatically identify spam emails and move them to a separate view for further review.
Suspended Emails
BoldDesk can automatically identify and move irrelevant emails to a suspended state for further review, with the option of later converting them to tickets.
Deleted Tickets
Tickets that are deleted are moved to a Deleted Ticket view, which allows users to permanently delete or restore a ticket.
Ticket Category
Categories aid in ticket classification; for example, Support, Sales, Marketing, and so on. There are two kinds of categories public and private. Private categories are not visible in customer portal, only private tickets can be created for this category.
Ticket Tags
Set up tags to categorize or group tickets based on business workflow.
Message Tag
Messages and conversations can be tagged in order to be further classified and filtered.
Predefined Templates
Canned responses are a prewritten set of response templates or messages for frequently asked questions. Ensure consistent responses to common questions.
Ticket Insights
Ticket insights provide metrics for each ticket, such as response, SLA, assignment, and status. This information allows your team to refine support operations.
Ticket Worklog
Worklog allows you to track the total time spent on each ticket update. Such data is then available for review.
@Mentions
Mention agents in a message to alert them when their attention is needed.
Private Notes
Private notes enable agents to collaborate with teams for internal communication that is not visible to customers.
Private Ticket
A private ticket is not visible to customers/requesters and can only be accessed by agents. These tickets can be used for internal action.
Share Ticket
Using the share ticket feature, you can collaborate with teams in other departments that do not have access to the ticket.
Watchers
Watchers enable users to add internal users (agents) to each ticket, either manually or through automation, to include them in ticket notifications.
CC
CCs enable users to add any email address to each ticket, either manually or through automation, to include them in ticket notifications.
Ticket Views
Ticket views allow users to customize, filter, and save view settings to display tickets. Views can be kept private, made public, or shared with a specific group.
Ticket Layout View
The ticket layout view allows users to customize and visualize the ticket listing.
File Attachments
Attach files (up to 30MB) to a ticket while it is being created or in replies to agents and contacts.
Delete File
Delete files associated with a ticket update.
Delete Message
Delete public messages associated with a ticket update.
Customer Satisfaction Rating
Customers rate their support experience for ticket updates, enabling your team to track customer satisfaction.
Ticket Column Chooser
Customize the ticket grid view to include necessary columns, including custom fields.
Excel Export
BoldDesk offers an option to export tickets with all ticket information to JSON or CSV format.
Create/Update Tickets on Customer Behalf
Agents can create a new ticket or post a ticket update on behalf of customers from the agent portal.
Embeddable Web forms
Incorporate a contact us or ticket creation form into any external website, such as WordPress. When a customer submits a request, a ticket is automatically created.
Embeddable Help Widget
By adding a small piece of script, you can create a personalized help widget and embed it in any external website, such as WordPress.
Link Related Contacts
Link related contacts to a ticket for internal reference.
Add External Links
Add external webpage links to a ticket. These can be used as references by your customers.
BoldDesk helps agents increase productivity and provide faster responses to support requests, which keeps things moving forward.
Keyboard Shortcuts
Use keyboard shortcuts in BoldDesk for a quick and easy way to navigate through the user interface.
Personal Settings
Modify your account information and personalize your BoldDesk experience.
Save Items
Tickets, contacts, and contact groups can be saved for future use.
Quick Actions
Quick actions allow users to edit ticket properties such as category, assignee, priority, date, status, and tags inline.
Quick Ticket Preview
Users can quickly preview ticket details and perform ticket actions just as with the ticket detail view.
Quick Preview Contact Details
This feature allows you to view a customer’s contact details without having to navigate to a full profile page in the ticket details page.
Automations
Using no-code automation, create a business-specific operation workflow to perform recurring manual tasks at each stage of the ticket life cycle. SLAs allow you to automatically set the response and resolution times for tickets.
Ticket Assignment
Automatically assign tickets to agents in a group in a round-robin fashion.
Create Triggers
Set up automated rules to perform a predefined set of actions based on selected criteria on a newly created ticket.
Update Triggers
Set up automated rules to perform a predefined set of actions based on selected criteria when an existing ticket is updated.
Time Triggers
Set up automated rules to perform a repeated set of actions based on selected criteria every hour.
Business Hours
Set different work times for your support team distributed across different time zones.
Holidays
Set up holidays for your support team. They can be associated with business hours, used in setting up the SLA.
SLA Notifications
Send an email to a support team, notifying them about SLA-specified remaining time, and as applicable, breach.
Webhooks
Webhooks allow external systems to be notified automatically when an event occurs and to deliver data to such applications in real time.
Customizations
Create a customized ticket form with custom ticket fields and control the visibility of the fields with the field display condition. Change the logo, login options, ticket layout preferences, and password policies in the help center for each brand.
A multiple-brand help desk allows you to operate more than one support portal using a single help desk account.
Rebranding
Personalize the support portal with your company logo, brand colors, logins, and general settings.
Custom Ticket Fields
Custom ticket fields can be created to collect additional information about your support requests. More than 10 field types are supported.
Field Display Condition
Field display condition shows and hides related fields based on the state of other form fields.
Field Dependencies
Use a field dependency to create a parent-child relationship (cascading effect) between two fields.
Custom Contact Fields
Custom contact fields can be created to collect additional information about your customers.
Custom Contact Group Fields
Custom contact group fields can be created to collect additional information about your customer’s company.
Custom Ticket Forms
Customize ticket forms to be brand-specific. You can add, remove, or reorder ticket fields in a form with a different form template for each brand.
Custom Views
Ticket views are used to create a saved filter that is predefined based on specific criteria. Views can be shared across the organization or to a group, or they can be kept private.
Custom Agent Roles
Create a set of permissions based on agent roles tailored to your organization’s specific needs.
Custom Statuses
Create custom statuses to manage workflow associated with ticket stages.
Email Templates
Email templates allow you to modify predefined email content as needed. Brand-based customization of templates is also supported.
Custom Domain Mapping
Map your custom domain as part of brand-specific customization.
Customer Portal
Customer portal software enables customers to track and send tickets through an easy-to-use interface. Customize the customer portal for each brand you manage by changing the logo, login options, announcement banner, and password policies
Multi-branded customer portal
Multi-branding enables you to operate a separate support portal for each brand, customizing and replicating your product branding.
Organization Tickets
Contacts can view all tickets created by their company under the Organization Tickets tab.
CC’d Tickets
Contacts can view all CC’d tickets under the CC’d Tickets tab.
Announcement Banner
An announcement banner lets you publish important messages for your customers in the customer portal.
Export Tickets
BoldDesk offers an option to export tickets with all ticket information to JSON or CSV format.
CC
Adds an external user in CC to notify them of a ticket response.
Reports
Display insightful, real-time data using the built-in reports and dashboard to help you make informed decisions about improving customer service. Track SLAs and improve customer satisfaction and team performance for your business by monitoring every aspect of your support experience.
Support Traffic Dashboard
A dashboard tracks the current status of support tickets.
Support Monitoring Dashboard
This dashboard is helpful in tracking and analyzing the inflow of tickets over time.
Satisfaction Survey Report
This report tracks and analyzes ticket response ratings as they are submitted by customers.
Worklog Report
This report tracks the total time spent on each ticket by agents.
Conversation Report
Conversation reports allow you to review ticket updates.
SLA Dashboard
The SLA dashboard provides insight into how your team has been meeting your SLA policies.
Advanced Filter
Search and filter the tickets based on specific criteria, save them as a view, and share them across teams or the organization.
Security
To protect your customers’ data, security systems control access to your entire organization and secure your data at multiple levels. Encryption, audit logs, IP restrictions, and SSO are features that can help you protect your data and limit access to only authorized users.
Roles and Permissions
Provide fine-grained permissions to agents to control access to data.
Ticket Access Scope
Specify the level of ticket access for an agent when viewing tickets in the support center.
Brand-Based Access
Brand access allows you to define the ticket visibility for agents to so they can only access tickets for specified brands.
Single Sign-On
Single sign-on with BoldDesk allows users to log in and access their help desk account with a single set of credentials by using SSO systems such as Office 365, OAuth 2.0 providers, and OpenID.
IP Restrictions
IP restrictions allow you to limit the IP addresses from which your organization can access the help desk.
DKIM for Email
DomainKeys Identified Mail (DKIM) signatures notify the recipient that an email was sent from an authorized domain.
Whitelist or Blacklist Senders
You can accept or reject emails from specific senders and domains. Blacklisted emails are blocked and are not routed to spam.
Password Policies
Create your own password policies to enforce secure, strong passwords, password rotation frequency, and password expiration to meet your security standards and policies.
Audit Logs
Audit logs provide information about specific events or operations, such as access, change details, who performed an action, and more.
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