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.

Shared Inbox

Organize all your support requests in one place, route them to the appropriate agents, track them with certainty, and achieve greater customer satisfaction.

Learn more

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.

Customer Satisfaction Rating

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.

@Mentions

Mention agents in a message to alert them when their attention is needed.

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.

Auto Suggest KB

Find solutions by searching the knowledge base for relevant articles based on the keywords in the tickets.

Ticket Worklog

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

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.

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.

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.

Excel Export

BoldDesk offers an option to export tickets with all ticket information to JSON or CSV format.

Edit Message

Correct any mistake in the message to the customer.

Delete Message

Delete public messages associated with a ticket update.

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.

Merge Tickets

Combine two or more tickets, as well as their attachments and messages, into a single 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.

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.

Share Ticket

Using the share ticket feature, you can collaborate with teams in other departments that do not have access to the ticket.

Lock Ticket

Limit the ability to edit ticket properties after the ticket’s lifecycle has ended.

Parent-Child Tickets

Agents can separate a ticket into smaller sub tickets that can be worked simultaneously by multiple agents using parent-child ticketing.

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.

Ticket Column Chooser

Customize the ticket grid view to include necessary columns, including custom fields.

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.

Learn more about ticketing

Knowledge Base

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

Unlimited articles

Create unlimited knowledge base articles for different brands and products.

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.

Category-level access

Category-level access allows you to limit the visibility of an article to specific users.

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.

Instant Search

Powerful search function so help centers get instant answers.

Workflow

Design and manage your documentation publishing process.

Auto Suggest

Finding solutions by searching the knowledge base for relevant articles based on the keywords in the tickets.

Comments

Receive feedback from end users and maintain an article’s quality and usefulness.

Satisfaction Feedback

Allow visitors to rate the article or provide more detailed feedback if they are not able to find it helpful.

Private notes

Private notes enable agents to collaborate with each other in a help center for internal communication.

Automatic Sitemap generation

Create an XML sitemap of the knowledge base pages to help search engines find your content.

On-page SEO

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

Open graph

When you share your article on social media, it looks right.

Custom domain

Map your custom domain for your knowledge base site.

Customize Satisfaction Feedback

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

White labelling

Customize the knowledge base site with your company logo, colors, and login options.

Learn more about knowledge base

Productivity

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.

Learn more about automations

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.

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 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.

Learn more about 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.

Learn more about customer portal

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.

Learn more about reporting

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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