Internal Help Desk Software for your Organization

Handle your employees’ support requests with an internal help desk software to improve employees’ efficiency and productivity.

Internal help desk software use cases

Set up your internal departments as categories

You can set up your departments as categories in BoldDesk. Create categories like Network, Hardware & Software, Facilities, HR, Accounts, etc. You can set up multiple support inboxes based on your department and map them to specific categories.

Configure department-specific ticket fields

You can customize the ticket creation form fields based on the category selected using field display conditions. You can also show or hide fields based on the state of parent fields. Use field dependencies to create a cascading relationship between fields.

Manage employees, their roles, and their permissions

You can organize the employees of each department as a group and designate the agents who handle tickets related to that department. A fine-grained roles system helps employees see their tickets or the tickets that belong to their department.

Manage internal workflow

Use auto assignment rules to route tickets to the right group based on the ticket category. The SLA module helps provide a timely response to tickets by sending reminders and escalations. Tags help you initiate the internal workflow between or within departments.

Collaborate on other departments’ tickets

The share ticket feature helps you collaborate with teams that do not have access to the tickets. When you add an employee’s email to cc, they gain access to the ticket, receive ticket notifications, and can update the ticket.

Evaluate employee satisfaction

BoldDesk aids in evaluating employees’ satisfaction in the resolution of their issues. Users can provide feedback for every reply or at the resolution of an issue.

Manage internal team tickets

Omnichannel system

Employees can submit their tickets into the omnichannel system by email, web portal, and an embedded form.

Multibrand help desk

You can set up a brand for each internal department and team (HR, network, hardware, and software) to serve the employees better.