Product Updates – November 2023

Ticketing System

Additional configurations to manage CC field

The option to manage the configuration for the CC field at the organizational level has been provided. This can be accessed via Admin > General Settings.

Contact Module

Advanced filters and views support for Contact module

The Contact module has been updated to include advanced filtering support, functioning in a manner similar to ticket filtering. These filters can also be saved as views.

Activity Module

Worklog option for Activity module

The activity module now includes support for worklog.

Agent signature support for forward ticket activity

The recent update in forward ticket activity now supports the use of agent signatures, much like regular tickets. If an agent replies to a forward ticket using a configured signature, it will be automatically loaded.

Webhook support for activity module

Webhooks now include activity events. This enables the real-time data transmission from the activity module to external applications.

Reports

Ticket Metrics based new Report

The reports module now includes a new report titled “Ticket Metrics”. This report provides a variety of ticket-related metrics in a table format. Additionally, it comes with advanced filtering and export options.

Underlying data support for stats and chart widget

All Dashboards and reports now have the feature to display the underlying data. You can see this data by clicking on a stat or chart, which will prompt a dialog box with the relevant data. Furthermore, this data can be exported to Excel.

Knowledge Base

Support for bulk article deletion

We’ve introduced a new feature that allows for bulk deletion of multiple knowledge base articles in one go. This will significantly reduce your time and effort when removing a large number of articles.

Option to turn on/off auto save feature for KB articles

The option to disable the automatic saving of articles is now available.

Manage knowledge base article tags

This new feature enhances your ability to manage tags on your knowledge base articles. It allows you to effortlessly add, edit, delete, and arrange tags, making it easier to categorize and locate articles based on tags.

Integration

MS Teams

Microsoft Teams now supports a two-way sync integration with BoldDesk. This function enables you to conveniently add responses, notes, and update ticket properties directly from Microsoft Teams.

Shopify

Shopify integration now allows for the cancellation and refund of orders directly from BoldDesk.

Admin Module

Custom agent availability statuses support

A new feature has been introduced for adding custom availability statuses. Admins can add new statuses according to their organization’s needs. The following statuses are the default ones.

• Online
• Away
• Offline

This new feature can be found in the Admin > Agent Availability Status module. However, this feature is not accessible with the Starter/Standard plan. To control the ability to change statuses, an additional permission has been incorporated into the Roles and Permission module.

Support for Google Tag Manager ID in customer portal

The option to integrate the Google Tag Manager ID into the customer portal is now available.

Article satisfaction rating option in embeddable widgets and forms

The new feature allows you to incorporate options for rating article satisfaction within your knowledge base widgets and forms. This functionality gives users the opportunity to provide feedback on the usefulness and relevance of articles directly within the context of their support interactions.

Option to apply field display condition using multiselect dropdown field

Previously, ticket fields did not support the inclusion of multiselect fields in field display conditions. However, now the support for this feature has been provided. Kindly note that only the In operator is supported when using a multi-select field.

Option to edit names of predefined ticket system views

Admins who have the “Manage Views” permission can now edit the names of default system views.

Share ticket option

The feature of ticket sharing, which was previously exclusive to the web version of the agent portal, is now also accessible in the mobile app.