Help Desk Software Features

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.

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.

Priorities

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.

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.

Ticket Macros

Macro triggers automate repetitive tasks, enabling predefined actions like updates, notifications, and approvals on tickets.

Ticket views

Easily find tickets using advanced search filters, including custom fields, for a more efficient workflow.

Save and share

Keep important tickets or messages saved for future reference and share them with other agents when needed.

Ticket sorting

Sort tickets using various available fields to organize and prioritize them.

@Mention

Tag agents in replies or private notes to notify them instantly and improve collaboration.

Live Chat

Enhance customer engagement and support with our live chat features. Seamlessly integrate live chat into your website, track conversations, and ensure timely responses to customer queries. Below are the key features available in our live chat module.

Shared Inbox for Multiple Channels

Track chat conversations from the live chat widget, Facebook and WhatsApp. The inbox includes features like read and delivery receipts, message deletion, and visited pages.

Embeddable Live Chat Widget

Embed the live chat widget with a single line of code and customize it to match your website's design. It also supports an offline form to create tickets when agents are offline and includes trusted domain support.

Enhance Support Efficiency

Enhance your team's efficiency with features like canned responses, chat history, and file sharing, enabling quick and effective handling of multiple inquiries.

Link Conversation to Ticket

Convert live chat conversations into support tickets to enhance tracking and resolution.

Export Conversations

Send chat transcripts to customers via email for their records.

Offline email for customers

If a customer goes offline before receiving a reply, the agent's response will be sent via email.

Personalized Chat Experience

Customize the live chat with your own greetings, email requirements, and automated confirmations for better engagement.

IP Access Control

Block specific IPs to prevent unauthorized access and ensure secure, controlled live chat interactions.

AI Agent Assistance

Use AI to answer questions instantly using your knowledge base, automating support and improving resolution times.

Email Transcripts

Send chat transcripts via email, allowing customers to access past conversations anytime.

Advanced Sorting Options

Sort conversations by source, status, or priority for streamlined management.

Enhanced Widget Client API

Control chat sessions, widget visibility, and interactions with advanced customization options.

Modify Chat Requester

Change the requester of an ongoing chat to a more appropriate contact while keeping context intact.

Manage Chat Participants

Add or remove chat participants to keep key stakeholders engaged and informed.

Omnichannel Inbox

No more switching between apps. Manage all your customer conversations across multiple channels from a single unified inbox.

Email

Email-to-ticket functionality helps convert all incoming customer support emails to tickets to then track inside BoldDesk.

Live Chat

Engage instantly with website visitors, turning queries into leads and loyal customers.

Connect directly with customers on WhatsApp, offering timely support and building strong relationships.

Facebook

Never miss a message or comment again. Respond to your customers on Facebook, whether they reach out via Messenger or post on your timeline.

Instagram

Handle direct messages on Instagram to boost engagement and enhance brand presence.

Voice

Allowing users to make and receive calls directly from BoldDesk, transfer calls, conduct conference calls, and access complete call history.

SMS

Seamlessly send and receive SMS directly within the platform for efficient communication.

Embedded Web Form

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.

Slack

Connect Slack to get real-time ticket notifications, respond faster, and keep your team in the loop—all without switching apps.

Ticket Web Widget

Let customers reach out right from your website with an easy-to-use support widget. They can create tickets, find answers, or start a live chat without any hassle.

Respond to customer messages on Telegram directly from BoldDesk®. Keep everything organized and never miss an important conversation.

Generative AI-Powered 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.

Workflow

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.

Smart AI Search

Instantly deliver answers with AI-powered predictive search for a faster self-service experience.

Article Feedback and Engagement

Let users like, dislike, and comment on articles so you can improve content with real feedback.

Auto-suggest related articles to enhance self-service and reduce support ticket volume.

Recommendations

Offer AI-driven recommendations based on user behavior and search history for better guidance.

Version Control

Track changes, restore past versions, and safeguard content from accidental loss.

WYSIWYG Editor

Provide a no-code editor with rich text, images, and links for effortless formatting.

Markdown Editor

Offer a lightweight Markdown editor with simple syntax for clean, structured content.

AI-Powered Article Generation

Generate well-structured knowledge base articles using AI to save time and effort.

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.

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.

Customization

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.

Learn more

Rebranding

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.

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.

Mobile Apps

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

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TEST OUT ALL THE FEATURES OF BOLDDESK

Help Desk Features for Every Business Need

Ticketing System

Live Chat

Enhance Support Efficiency

Link Conversation to Ticket

Export Conversations

Offline email for customers

Email Transcripts

Advanced Sorting Options

Enhanced Widget Client API

Omnichannel Inbox

Generative AI-Powered Copilot

Summarize Tickets

Knowledge Base

Public Knowledge Base

Internal Knowledge Base

Workflow Automation

SLA Notifications

Customization

Email Templates

Reports & Analytics

Security​

Ticket Access Scope

Mobile Apps​​

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