--- title: "Help Desk Software Features and Tools | BoldDesk" description: "Explore the BoldDesk key features like ticketing software, shared inbox, customized help desk, contact management, automation, built-in reports, and more." url: "https://www.bolddesk.com/features" last_updated: 2026-10-20 --- # Help Desk Features for Every Business Need Streamline your support operations and enhance customer satisfaction with BoldDesk [Start Free Trial Today](https://app.bolddesk.com/signup?) [Book Free Demo](https://www.bolddesk.com/request-demo) - No credit card required - Cancel anytime ![BoldDesk features for streamlined ticket management and customer support workflows.](https://www.bolddesk.com/wp-content/uploads/2026/04/banner-for-all-features.svg) Trusted by companies of all sizes ## 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. [Explore](https://www.bolddesk.com/help-desk-ticketing-system) ![Ticket management dashboard displaying support requests, statuses, priorities, and filters.](https://www.bolddesk.com/wp-content/uploads/2026/04/ticketing-system.webp) #### Email to Ticket with AI-Powered Replies Convert incoming support emails into tickets instantly and enhance them with AI-generated responses ensuring faster, context-aware replies without manual effort. [#### Priorities Set priority levels to match the ticket's urgency](https://support.bolddesk.com/kb/article/125/how-to-show-or-hide-ticket-priority-field-in-the-customer-portal)[#### Predefined Templates Canned responses are a prewritten set of response templates or messages for frequently asked questions. Ensure consistent responses to common questions.](https://support.bolddesk.com/kb/article/17282/how-to-create-and-use-ticket-templates-for-quick-creation-of-tickets)[#### Tags Set up tags to categorize or group tickets based on business workflow.](https://support.bolddesk.com/kb/article/179/how-to-manage-tags-in-bolddesk)[#### 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.](https://support.bolddesk.com/kb/article/13765/how-to-add-a-personal-agent-signature-in-bolddesk)[#### Ticket Views Easily find tickets using advanced search filters, including custom fields, for a more efficient workflow.](https://support.bolddesk.com/kb/article/181/how-to-manage-ticket-views-in-bolddesk-quick-guide)[#### Ticket Sorting Sort tickets using various available fields to organize and prioritize them.](https://support.bolddesk.com/kb/article/280/how-to-sort-tickets-in-bolddesk-quick-guide) [#### 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.](https://support.bolddesk.com/kb/article/227/how-to-mark-a-ticket-category-as-private)[#### Customer Satisfaction Rating (CSAT) Customers rate their support experience for ticket updates, enabling your team to track customer satisfaction.](https://support.bolddesk.com/kb/article/13248/overview-of-contact-performance-dashboard)[#### Ticket Worklog Worklog allows you to track the total time spent on each ticket update. Such data is then available for review.](https://support.bolddesk.com/kb/article/75/overview-about-worklog-report)[#### Multilingual Help Desk Support your customers all across the world by providing customer service that is translated into multiple languages.](https://www.bolddesk.com/multilingual-help-desk)[#### Ticket Macros Macro triggers automate repetitive tasks, executing predefined actions like for updates, notifications, and approvals on tickets.](https://support.bolddesk.com/kb/article/17659/how-to-create-and-utilize-ticket-macros-in-bolddesk)[#### Save and Share Keep important tickets or messages saved for future reference and share them with other agents when needed.](https://support.bolddesk.com/kb/article/221/how-to-share-a-ticket)[#### @Mention Tag agents in replies or private notes to notify them instantly and improve collaboration.](https://support.bolddesk.com/kb/article/240/bolddesk-mention-feature-notify-agents-and-reference-contacts-easily) ## 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. [Explore](https://www.bolddesk.com/live-chat-software) ![live-chat.webp](https://www.bolddesk.com/wp-content/uploads/2026/04/live-chat.webp) [#### 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.](https://www.bolddesk.com/omnichannel-customer-service) #### 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. #### Export Conversations Send chat transcripts to customers via email for their records. [#### Personalized Chat Experience Customize the live chat with your own greetings, email requirements, and automated confirmations for better engagement.](https://support.bolddesk.com/kb/article/17347/how-to-configure-user-engagement-in-the-live-chat-widget)[#### AI Agent Assistance Use AI to answer questions instantly using your knowledge base, automating support and improving resolution times.](https://support.bolddesk.com/kb/article/19440/enable-ai-agent-in-bolddesk-live-chat-for-247-support) #### Advanced Sorting Options Sort conversations by source, status, or priority for streamlined management. [#### Modify Chat Requester Change the requester of an ongoing chat to a more appropriate contact while keeping context intact.](https://support.bolddesk.com/kb/article/19376/how-to-change-the-requester-of-a-chat-conversation-in-bolddesk) #### Chat SLA Management Automate response goals and ensure timely support by setting SLAs for live chat. Track key metrics, send reminders, and escalate overdue chats to maintain service quality. #### Web SDK Chat Customization Easily integrate and tailor the chat widget’s behavior and appearance using Web SDK—giving you full control over the chat experience. [#### 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.](https://support.bolddesk.com/kb/article/17342/how-to-set-up-a-live-chat-widget-in-bolddesk) #### Link Conversation to Ticket Convert live chat conversations into support tickets to enhance tracking and resolution. #### Offline email for customers If a customer goes offline before receiving a reply, the agent's response will be sent via email. [#### IP Access Control Block specific IPs to prevent unauthorized access and ensure secure, controlled live chat interactions.](https://support.bolddesk.com/kb/article/18219/block-or-unblock-live-chat-for-specific-ips) #### Email Transcripts Send chat transcripts via email, allowing customers to access past conversations anytime. #### Enhanced Widget Client API Control chat sessions, widget visibility, and interactions with advanced customization options. [#### Manage Chat Participants Add or remove chat participants to keep key stakeholders engaged and informed.](https://support.bolddesk.com/kb/article/19375/managing-participants-in-a-chat-conversation) #### Custom CSS & JS for Chat Widget Personalize your live chat widget with custom CSS and JavaScript to match your brand and add unique functionality for a tailored user experience. #### Iframe Embedding Embed the live chat widget directly into your webpage layout for a seamless, native-like support experience. ## Omnichannel Inbox No more switching between apps. Manage all your customer conversations across multiple channels from a single unified inbox. [Explore](https://www.bolddesk.com/omnichannel-customer-service) ![omnichannel.webp](https://www.bolddesk.com/wp-content/uploads/2026/04/omnichannel.webp) [#### Email Email-to-ticket functionality helps convert all incoming customer support emails to tickets to then track inside BoldDesk.](https://www.bolddesk.com/email-ticketing-system)[#### WhatsApp Connect directly with customers on WhatsApp, offering timely support and building strong relationships.](https://support.bolddesk.com/kb/article/15727/whatsapp-business-integration-in-bolddesk-via-meta-cloud-api)[#### Instagram Handle direct messages on Instagram to boost engagement and enhance brand presence.](https://support.bolddesk.com/kb/article/16786/how-to-configure-and-connect-instagram-with-bolddesk)[#### SMS Seamlessly send and receive SMS directly within the platform for efficient communication.](https://support.bolddesk.com/kb/article/17654/twilio-sms-integration-in-bolddesk-setup--key-features)[#### Slack Connect Slack to get real-time ticket notifications, respond faster, and keep your team in the loop—all without switching apps.](https://support.bolddesk.com/kb/article/14089/how-to-install-and-configure-the-slack-integration-in-bolddesk-for-single-workspace)[#### Telegram Respond to customer messages on Telegram directly from BoldDesk®. Keep everything organized and never miss an important conversation.](https://support.bolddesk.com/kb/article/18721/how-to-integrate-telegram-with-bolddesk) [#### Live Chat Engage instantly with website visitors, turning queries into leads and loyal customers.](https://www.bolddesk.com/live-chat-software)[#### 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.](https://support.bolddesk.com/kb/article/16781/configuring-facebook-integration-with-bolddesk)[#### Voice Allowing users to make and receive calls directly from BoldDesk, transfer calls, conduct conference calls, and access complete call history.](https://support.bolddesk.com/kb/article/15906/how-to-integrate-exotel-with-bolddesk)[#### 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.](https://support.bolddesk.com/kb/article/15691/how-to-add-custom-field-to-the-webform-or-widget)[#### 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.](https://support.bolddesk.com/kb/article/16419/embedding-web-widgets-in-bolddesk-customer-portal-using-custom-js) ## Generative AI-Powered Copilot Reduce support volume and increase efficiency with a Generative AI and automations [Explore](https://www.bolddesk.com/agent-builder) ![AI feature settings with ticket summaries and writing assistance.](https://www.bolddesk.com/wp-content/uploads/2026/04/bolddesk-ai.webp) [#### Agent Copilot Chat Automatically generate potential replies for the customer support queries.](https://support.bolddesk.com/kb/article/14538/ai-copilot-features-and-how-it-works-in-bolddesk) #### Summarize Tickets AI Automate creates brief summaries of long tickets, helping your team understand the core issue and respond promptly. [#### Summarize KB Article Summarizes lengthy article contents in few sentences.](https://support.bolddesk.com/kb/article/17104/how-to-generate-knowledge-base-content-using-bolddesk-ai) #### AI-Suggested Replies Insert smart, context-aware answers into email notifications using a simple placeholder—no manual input needed. #### AI Agent Customization Control tone and response length to match your brand. Preview and fine-tune replies before going live. [#### AI Writing Assistant Empower your support team to respond to customer questions without the burden of syntax or grammar concerns.](https://support.bolddesk.com/kb/article/17104/how-to-generate-knowledge-base-content-using-bolddesk-ai)[#### Translate Your Reply Agents can quickly and easily translate messages to other languages](https://support.bolddesk.com/kb/article/12798/how-to-translate-dropdown-field-values-in-bolddesk-multilanguage-setup)[#### SEO Attributes Generate relevant article meta description to position your article on top of the search engine results.](https://support.bolddesk.com/kb/article/13968/how-to-enforce-seo-for-knowledge-base-articles) #### AI Actions Let AI execute tasks like order cancellations or data lookups by integrating with internal and external APIs. ## Knowledge Base Self-service, central repository of information for your customers. [Explore](https://www.bolddesk.com/knowledge-base-software) ![Knowledge base article editor with publishing and language settings.](https://www.bolddesk.com/wp-content/uploads/2026/04/knoledge-base.webp) #### Public Knowledge Base Create self-help materials for your products, such as documentation, user manuals, and a help center. [#### Categories & Sections Use categories and sections to organize and group your articles in up to three levels.](https://support.bolddesk.com/kb/article/291/organizing-knowledge-base-categories--sections-in-bolddesk) [#### Workflow Design and manage your documentation publishing process.](https://support.bolddesk.com/kb/section/14)[#### Customize Satisfaction Feedback Customizes the feedback label, rating options, feedback message options, and success message.](https://support.bolddesk.com/kb/article/100/overview-about-customer-satisfaction-report)[#### Tags Apply tags to articles to organize your content library.](https://support.bolddesk.com/kb/article/179/how-to-manage-tags-in-bolddesk)[#### Article Feedback and Engagement Let users like, dislike, and comment on articles so you can improve content with real feedback.](https://support.bolddesk.com/kb/article/306/setting-up-and-collecting-the-article-feedback)[#### Recommendations Offer AI-driven recommendations based on user behavior and search history for better guidance.](https://support.bolddesk.com/kb/article/309/managing-auto-suggestions-for-articles-in-customer-portal)[#### WYSIWYG Editor Provide a no-code editor with rich text, images, and links for effortless formatting.](https://support.bolddesk.com/kb/article/297/formatting-the-articles-using-wysiwyg-editor-in-bolddesk)[#### AI-Powered Article Generation Generate well-structured knowledge base articles using AI to save time and effort.](https://support.bolddesk.com/kb/article/17104/how-to-generate-knowledge-base-content-using-bolddesk-ai) #### Internal Knowledge Base An organization’s centralized repository of information for internal use. [#### 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.](https://support.bolddesk.com/kb/article/293/how-to-create-and-use-knowledge-base-article-templates)[#### Multilingual Knowledge Base Create and manage a multilingual knowledge base to deliver content based on customers’ preferred language.](https://www.bolddesk.com/multilingual-knowledge-base)[#### On-page SEO Add meta titles, descriptions, and keywords to articles to improve search engine rankings.](https://support.bolddesk.com/kb/article/13968/how-to-enforce-seo-for-knowledge-base-articles)[#### Smart AI Search Instantly deliver answers with AI-powered predictive search for a faster self-service experience.](https://support.bolddesk.com/kb/article/18223/how-to-enable-ai-assistance-in-knowledge-base-search)[#### Related Articles Auto-suggest related articles to enhance self-service and reduce support ticket volume.](https://support.bolddesk.com/kb/article/647/how-to-show-or-hide-related-articles-in-the-customer-portal)[#### Version Control Track changes, restore past versions, and safeguard content from accidental loss.](https://support.bolddesk.com/kb/article/301/article-versioning-in-knowledge-base)[#### Markdown Editor Offer a lightweight Markdown editor with simple syntax for clean, structured content.](https://support.bolddesk.com/kb/article/296/formatting-article-content-with-markdown-editor) ## 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. [Explore](https://www.bolddesk.com/blogs/help-desk-automation-ideas) ![Auto-assignment rule setup with ticket conditions and agent mapping.](https://www.bolddesk.com/wp-content/uploads/2026/04/workflow-automation.webp) [#### Ticket Assignment Automatically assign tickets to agents in a group in a round-robin fashion.](https://support.bolddesk.com/kb/article/69/ticket-auto-assignment-in-bolddesk-automatically-assign-tickets)[#### Update Triggers Set up automated rules to perform a predefined set of actions based on selected criteria when an existing ticket is updated.](https://support.bolddesk.com/kb/article/14307/how-to-automatically-share-tickets-using-create-and-update-triggers)[#### Business Hours Set different work times for your support team distributed across different time zones.](https://support.bolddesk.com/kb/article/127/how-to-configure-business-hours-for-tickets-and-live-chat-in-bolddesk) #### SLA Notifications Send an email to a support team, notifying them about SLA-specified remaining time, and as applicable, breach. [#### Create Triggers Set up automated rules to perform a predefined set of actions based on selected criteria on a newly created ticket.](https://support.bolddesk.com/kb/article/15498/how-to-automate-activity-creation-in-bolddesk-using-triggers)[#### Time Triggers Set up automated rules to perform a repeated set of actions based on selected criteria every hour.](https://support.bolddesk.com/kb/article/600/how-to-use-a-time-trigger-to-automatically-solve-a-ticket)[#### Holidays Set up holidays for your support team. They can be associated with business hours, used in setting up the SLA.](https://support.bolddesk.com/kb/article/126/how-to-set-up-holiday-list-for-your-organization)[#### Webhooks Webhooks allow external systems to be notified automatically when an event occurs and to deliver data to such applications in real time.](https://support.bolddesk.com/kb/article/85/how-to-create-and-manage-webhooks-in-bolddesk-tickets) ## 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. [Explore](https://www.bolddesk.com/help-desk-customization) ![Language settings for customizing a branded customer support portal.](https://www.bolddesk.com/wp-content/uploads/2026/04/customization-1.webp) [#### Multi-Brand Help Desk A multiple-brand help desk allows you to operate more than one support portal using a single help desk account.](https://www.bolddesk.com/multi-brand-help-desk)[#### Custom Fields Custom ticket fields can be created to collect additional information about your support requests, customers and companies.](https://support.bolddesk.com/kb/article/214/how-to-add-a-new-custom-field-to-a-ticket-form-in-bolddesk) #### Email Templates Email templates allow you to modify predefined email content as needed. Brand-based customization of templates is also supported. [#### Custom Agent Roles Create a set of permissions based on agent roles tailored to your organization’s specific needs.](https://support.bolddesk.com/kb/article/15475/how-to-set-ip-restrictions-in-bolddesk-portals)[#### Agent Custom Status A custom agent status is a way for agents to indicate their availability to handle the support operations.](https://support.bolddesk.com/kb/article/14208/how-to-customize-or-create-a-new-agent-availability-status) [#### Rebranding Personalize the support portal with your company logo, brand colors, logins, and general settings.](https://support.bolddesk.com/kb/article/29/how-to-set-up-your-bolddesk-site)[#### 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.](https://support.bolddesk.com/kb/article/214/how-to-add-a-new-custom-field-to-a-ticket-form-in-bolddesk)[#### Custom Domain Mapping Map your custom domain as part of brand-specific customization.](https://support.bolddesk.com/kb/article/135/how-to-map-a-custom-domain-to-your-bolddesk-help-center)[#### Custom Statuses Create custom statuses to manage workflow associated with ticket stage.](https://support.bolddesk.com/kb/article/224/how-to-customize-or-create-a-new-ticket-status) ## 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. [Explore](https://www.bolddesk.com/reporting-analytics) ![Reporting dashboard with ticket analytics, SLA metrics, support trends, and agent performance.](https://www.bolddesk.com/wp-content/uploads/2026/04/report-analytics-1-scaled-1.webp) [#### Support Traffic Dashboard A dashboard tracks the current status of support tickets.](https://support.bolddesk.com/kb/article/90/overview-about-support-traffic-dashboard)[#### Satisfaction Survey Report This report tracks and analyzes ticket response ratings as they are submitted by customers.](https://support.bolddesk.com/kb/article/100/overview-about-customer-satisfaction-report)[#### Conversation Report Conversation reports allow you to review ticket updates.](https://support.bolddesk.com/kb/article/102/overview-of-ticket-conversation-report-%E2%80%93-key-insights)[#### Agent Performance Dashboard Track agent or group (team) performance with this built-in dashboard.](https://support.bolddesk.com/kb/article/13240/overview-of-the-agent-or-group-performance-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.](https://support.bolddesk.com/kb/article/274/advanced-filters-in-bolddesk-how-to-apply-and-save) [#### Support Monitoring Dashboard This dashboard is helpful in tracking and analyzing the inflow of tickets over time.](https://support.bolddesk.com/kb/article/17486/overview-of-support-monitoring-chat-dashboard)[#### Worklog Report This report tracks the total time spent on each ticket by agents.](https://support.bolddesk.com/kb/article/75/overview-about-worklog-report)[#### SLA Dashboard The SLA dashboard provides insight into how your team has been meeting your SLA policies.](https://support.bolddesk.com/kb/article/94/overview-of-the-sla-dashboard)[#### Contact and Contact Group Performance Dashboard Monitor the performance of contacts or contact groups (companies) with this built-in dashboard.](https://support.bolddesk.com/kb/article/13248/overview-of-contact-performance-dashboard) ## 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. [Explore](https://www.bolddesk.com/legal/security) ![security.webp](https://www.bolddesk.com/wp-content/uploads/2026/04/security.webp) [#### Roles and Permissions Provide fine-grained permissions to agents to control access to data.](https://support.bolddesk.com/kb/article/197/managing-roles-and-permissions-in-bolddesk)[#### Brand-Based Access Brand access allows you to define the ticket visibility for agents to so they can only access tickets for specified brands.](https://support.bolddesk.com/kb/article/16924/how-to-change-a-brand-ticket-in-bolddesk)[#### IP Restrictions IP restrictions allow you to limit the IP addresses from which your organization can access the help desk.](https://support.bolddesk.com/kb/article/15475/how-to-set-ip-restrictions-in-bolddesk-portals)[#### 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.](https://support.bolddesk.com/kb/article/260/how-to-configure-inbound-email-allowlist-and-blocklist-in-bolddesk)[#### Audit Logs Audit logs provide information about specific events or operations, such as access, change details, who performed an action, and more.](https://support.bolddesk.com/kb/article/180/how-to-view-audit-logs-for-changes-in-admin-settings) #### Ticket Access Scope Specify the level of ticket access for an agent when viewing tickets in the support center. [#### 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.](https://support.bolddesk.com/kb/article/14206/how-to-disable-single-sign-on-in-the-agent-and-customer-portals)[#### DKIM for Email Domain Keys Identified Mail (DKIM) signatures notify the recipient that an email was sent from an authorized domain.](https://support.bolddesk.com/kb/article/257/how-to-setup-dkim-for-bolddesk)[#### 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.](https://support.bolddesk.com/kb/article/14899/how-to-reset-bolddesk-password-for-agent-and-customer-portals) ## Mobile Apps​​ A help desk in your pocket! With the BoldDesk mobile help desk app, you can serve your customers from anywhere. [Explore](https://www.bolddesk.com/mobile-help-desk) [#### BoldDesk for iOS](https://apps.apple.com/us/app/bolddesk/id6451113762) [#### BoldDesk for Andriod](https://play.google.com/store/apps/details?id=com.syncfusion.bolddesk) ###### Test out all the features of BoldDesk ## Start your 15-day free trial with instant access - No credit card required - Easy setup - 90% AI Agent Automation - 100+ Rich Features [Try For Free](https://app.bolddesk.com/signup?) ![Step Into the Future of Customer Service.](https://www.bolddesk.com/wp-content/uploads/2026/03/footer-image.webp)