Streamline your support operations and enhance customer satisfaction with BoldDesk
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 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.
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.
Customers rate their support experience for ticket updates, enabling your team to track customer satisfaction.
Canned responses are a prewritten set of response templates or messages for frequently asked questions. Ensure consistent responses to common questions.
Mention agents in a message to alert them when their attention is needed.
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.
By adding a small piece of script, you can create a personalized help widget and embed it in any external website, such as WordPress.
Find solutions by searching the knowledge base for relevant articles based on the keywords in the tickets.
Worklog allows you to track the total time spent on each ticket update. Such data is then available for review.
Private notes enable agents to collaborate with teams for internal communication that is not visible to customers.
A private ticket is not visible to customers/requesters and can only be accessed by agents. These tickets can be used for internal action.
Set up tags to categorize or group tickets based on business workflow.
Messages and conversations can be tagged in order to be further classified and filtered.
Ticket insights provide metrics for each ticket, such as response, SLA, assignment, and status. This information allows your team to refine support operations.
BoldDesk offers an option to export tickets with all ticket information to JSON or CSV format.
Correct any mistake in the message to the customer.
Delete public messages associated with a ticket update.
Forward the support tickets to the external email address and create an forward activity.
Split a single ticket into multiple tickets, allowing different agents to work on support requests independently.
Cloning a ticket allows you to create a duplicate ticket by copying ticket metadata information from an existing ticket.
Combine two or more tickets, as well as their attachments and messages, into a single ticket.
BoldDesk can automatically identify spam emails and move them to a separate view for further review.
BoldDesk can automatically identify and move irrelevant emails to a suspended state for further review, with the option of later converting them to tickets.
Tickets that are deleted are moved to a Deleted Ticket view, which allows users to permanently delete or restore a ticket.
Watchers enable users to add internal users (agents) to each ticket, either manually or through automation, to include them in ticket notifications.
CCs enable users to add any email address to each ticket, either manually or through automation, to include them in ticket notifications.
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.
The ticket layout view allows users to customize and visualize the ticket listing.
Attach files (up to 30MB) to a ticket while it is being created or in replies to agents and contacts.
Delete files associated with a ticket update.
Using the share ticket feature, you can collaborate with teams in other departments that do not have access to the ticket.
Limit the ability to edit ticket properties after the ticket’s lifecycle has ended.
Agents can separate a ticket into smaller sub tickets that can be worked simultaneously by multiple agents using parent-child ticketing.
The related ticket feature allows your team to group tickets with common issues or themes and to link them to the original ticket.
Customize the ticket grid view to include necessary columns, including custom fields.
Agents can create a new ticket or post a ticket update on behalf of customers from the agent portal.
Ticket approval allows agents to create approval requests within the context of a ticket.
The Activity module allows you to create tasks, calls, and meetings. These activities can be linked to a ticket or contact, or they can stand alone.
Support your customers all across the world by providing customer service that is translated into multiple languages.
Email signatures can be inserted as common, brand-specific, or agent-specific in outgoing messages when an agent responds with a public comment.
Self-service, central repository of information for your customers.
Create unlimited knowledge base articles for different brands and products.
Create self-help materials for your products, such as documentation, user manuals, and a help center.
An organization’s centralized repository of information for internal use.
Use categories and sections to organize and group your articles in up to three levels.
Category-level access allows you to limit the visibility of an article to specific users.
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.
Apply tags to articles to organize your content library.
Powerful search function so help centers get instant answers.
Design and manage your documentation publishing process.
Finding solutions by searching the knowledge base for relevant articles based on the keywords in the tickets.
Receive feedback from end users and maintain an article’s quality and usefulness.
Allow visitors to rate the article or provide more detailed feedback if they are not able to find it helpful.
Private notes enable agents to collaborate with each other in a help center for internal communication.
Create an XML sitemap of the knowledge base pages to help search engines find your content.
Add meta titles, descriptions, and keywords to articles to improve search engine rankings.
Using the Reorder Articles, you can specify a custom sort order for articles inside a category.
Map your custom domain for your knowledge base site.
Customizes the feedback label, rating options, feedback message options, and success message.
Customize the knowledge base site with your company logo, colors, and login options.
When a user works on and saves an older version of an article, a warning message appears.
Create and manage a multilingual knowledge base to deliver content based on customers’ preferred language.
Embed knowledge base articles on your website/app so that customers may access them from anywhere on the site.
Import a Microsoft Word document to create a knowledge article to easily bring existing work to BoldDesk.
BoldDesk helps agents increase productivity and provide faster responses to support requests, which keeps things moving forward.
Use keyboard shortcuts in BoldDesk for a quick and easy way to navigate through the user interface.
Modify your account information and personalize your BoldDesk experience.
Tickets, contacts, and contact groups can be saved for future use.
Quick actions allow users to edit ticket properties such as category, assignee, priority, date, status, and tags inline.
Users can quickly preview ticket details and perform ticket actions just as with the ticket detail view.
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.
Email actions allow you to change the status, assignee, or requester of tickets by using short code keywords in emails.
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.
Automatically assign tickets to agents in a group in a round-robin fashion.
Set up automated rules to perform a predefined set of actions based on selected criteria on a newly created ticket.
Set up automated rules to perform a predefined set of actions based on selected criteria when an existing ticket is updated.
Set up automated rules to perform a repeated set of actions based on selected criteria every hour.
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.
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.
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 ticket fields can be created to collect additional information about your support requests. More than 10 field types are supported.
Field display condition shows and hides related fields based on the state of other form fields.
Use a field dependency to create a parent-child relationship (cascading effect) between two fields.
Custom contact fields can be created to collect additional information about your customers.
Custom contact group fields can be created to collect additional information about your customer’s company.
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.
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.
Create a set of permissions based on agent roles tailored to your organization’s specific needs.
Create custom statuses to manage workflow associated with ticket stages.
A custom agent status is a way for agents to indicate their availability to handle the support operations
Email templates allow you to modify predefined email content as needed. Brand-based customization of templates is also supported.
Map your custom domain as part of brand-specific customization.
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-branding enables you to operate a separate support portal for each brand, customizing and replicating your product branding.
Contacts can view all tickets created by their company under the Organization Tickets tab.
Contacts can view all CC’d tickets under the CC’d Tickets tab.
An announcement banner lets you publish important messages for your customers in the customer portal.
BoldDesk offers an option to export tickets with all ticket information to JSON or CSV format.
Adds an external user in CC to notify them of a ticket response.
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.
A dashboard tracks the current status of support tickets.
This dashboard is helpful in tracking and analyzing the inflow of tickets over time.
This report tracks and analyzes ticket response ratings as they are submitted by customers.
This report tracks the total time spent on each ticket by agents.
Conversation reports allow you to review ticket updates.
The SLA dashboard provides insight into how your team has been meeting your SLA policies.
Track agent or group (team) performance with this built-in dashboard.
Monitor the performance of contacts or contact groups (companies) with this built-in dashboard.
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.
Provide fine-grained permissions to agents to control access to data.
Specify the level of ticket access for an agent when viewing tickets in the support center.
Brand access allows you to define the ticket visibility for agents to so they can only access tickets for specified brands.
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 allow you to limit the IP addresses from which your organization can access the help desk.
DomainKeys Identified Mail (DKIM) signatures notify the recipient that an email was sent from an authorized domain.
You can accept or reject emails from specific senders and domains. Blacklisted emails are blocked and are not routed to spam.
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 provide information about specific events or operations, such as access, change details, who performed an action, and more.
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