What's New  Explore the new updates and features of BoldDesk in our May release.  Learn More.

Ticketing System

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.

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.


Set priority levels to match the ticket's urgency

Customer Satisfaction Rating (CSAT)

Customers rate their support experience for ticket updates, enabling your team to track customer satisfaction.

Predefined Templates

Canned responses are a prewritten set of response templates or messages for frequently asked questions. Ensure consistent responses to common questions.

Ticket Worklog

Worklog allows you to track the total time spent on each ticket update. Such data is then available for review.


Set up tags to categorize or group tickets based on business workflow.

Multilingual Help Desk

Support your customers all across the world by providing customer service that is translated into multiple languages.

Agent Signature

Email signatures can be inserted as common, brand-specific, or agent-specific in outgoing messages when an agent responds with a public comment.

Generative AI-Powered Helpdesk Copilot

Reduce support volume and increase efficiency with a Generative AI and automations

Agent Copilot Chat

Automatically generate potential replies for the customer support queries.

AI Writing Assistant

Empower your support team to respond to customer questions without the burden of syntax or grammar concerns.

Summarize Tickets

AI Automate creates brief summaries of long tickets, helping your team understand the core issue and respond promptly.

Translate Your Reply

Agents can quickly and easily translate messages to other languages

Summarize KB Article

Summarizes lengthy article contents in few sentences.

SEO Attributes

Generate relevant article meta description to position your article on top of the search engine results.

Knowledge Base

Self-service, central repository of information for your customers.

Public Knowledge Base

Create self-help materials for your products, such as documentation, user manuals, and a help center.

Internal Knowledge Base

An organization’s centralized repository of information for internal use.

Categories & sections

Use categories and sections to organize and group your articles in up to three levels. 

Article Template

Article templates contain pre-defined articles that are structured in a specific order. These templates aid in the creation of a consistent structure for knowledge articles.


Design and manage your documentation publishing process.

Multilingual Knowledge Base

Create and manage a multilingual knowledge base to deliver content based on customers’ preferred language.

Customize Satisfaction Feedback

Customizes the feedback label, rating options, feedback message options, and success message.

On-page SEO

Add meta titles, descriptions, and keywords to articles to improve search engine rankings.


Apply tags to articles to organize your content library.

Workflow Automation

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.


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 allow external systems to be notified automatically when an event occurs and to deliver data to such applications in real time.


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.

Multi-brand help desk

A multiple-brand help desk allows you to operate more than one support portal using a single help desk account.


Personalize the support portal with your company logo, brand colors, logins, and general settings.

Custom Fields

Custom ticket fields can be created to collect additional information about your support requests, customers and companies.

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.

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.

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 stage.

Agent Custom Status

A custom agent status is a way for agents to indicate their availability to handle the support operations.

Reports & Analytics

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.

Agent Performance Dashboard

Track agent or group (team) performance with this built-in dashboard.

Contact and Contact Group Performance Dashboard

Monitor the performance of contacts or contact groups (companies) with this built-in dashboard.

Advanced Filter

Search and filter the tickets based on specific criteria, save them as a view, and share them across teams or the organization.


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

Domain Keys 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.

Mobile Apps​​

A help desk in your pocket! With the BoldDesk mobile help desk app, you can serve your customers from anywhere.

BoldDesk for iOS  

BoldDesk for Andriod 


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