Roadmap

Agent Export with Group Mapping

• Released : July, 2026

Model Context Protocol (MCP) Server for BoldDesk

• Released : July, 2026

Ticket/Email AI Agent Enhancements

• Released : July, 2026

Ticket AI Agent

• Released : July, 2026

Skill Based Assignment

• Released : July, 2026

Advanced Data Redaction with Custom Regex

• Released : July, 2026

Snooze Ticket

• Released : July, 2026

Automatic Thank-You Detection

• Released : July, 2026

Live Chat CTAs (Call-to-Action Support)

• Released : July, 2026

Amazon CloudWatch Integration

• Released : July, 2026

Google Calendar Integration

• Released : July, 2026

Google Meet Integration

• Released : July, 2026

Mobile SDK Enhancements

• Released : July, 2026

Data Labels in Dashboard Chart Widgets

• Released : July, 2026

Display Dashboard Data as Values, Percentages, or Both

• Released : July, 2026

Saved Views for Custom Dashboards

• Released : July, 2026

Email AI Agent

• Released : March, 2026

Field Prediction support – AI Copilot

• Released : March, 2026

Sentiment Detection – AI Copilot

• Released : March, 2026

Time Tracking (Manual and Auto)

• Released : March, 2026

Schedule Recurring Ticket

• Released : March, 2026

Omnichannel – Twillio Voice Calling

• Released : March, 2026

Chat – Outbound message

• Released : March, 2026

Omnichannel – WhatsApp Template Management via Meta Cloud API

• Released : March, 2026

Chat – Multiple Conversation support

• Released : March, 2026

Chat SDK for Flutter and React Native

• Released : March, 2026

Integrations in Mobile App

• Released : March, 2026

Global Filters for Custom Dashboards

• Released : March, 2026

Side Conversation

• Released : December, 2025

Mobile SDK support

• Released : November, 2025

Line Integration

• Released : September, 2025

Support for JWT Authentication in SSO Login

• Released : September, 2025

AI Usage Dashboard

• Released : May, 2025

Ozonetel Integration

• Released : May, 2025

Salesforce Integration – Two Sync

• Released : May, 2025

Auto Ticket Merge

• Released : May, 2025

Option to group the Ticket Fields

• Released : May, 2025

Option to bulk update the knowledge base

• Released : May, 2025

Custom status support for close category

• Released : May, 2025

Search Support for Chat Conversation

• Released : May, 2025

Enhancing Chat Widget with Custom CSS Support

• Released : May, 2025

SLA for Chat

• Released : May, 2025

AI Review Response in Mobile App

• Released : May, 2025

Auto Assignment Support in Chat

• Released : March 2025

Workflow Support in Chat

• Released : March 2025

Custom Field for agent

• Released : February, 2025

Asana Integration

• Released : February, 2025

Telegram Integration

• Released : February, 2025

Custom Reports & Dashboards

• Released : February, 2025

AI Agent for Chats

• Released : February, 2025

Aircall Integration

• Released : November, 2024

SMS Integration

• Released : November, 2024

WooCommerce Integration

• Released : November, 2024

Instagram Comments Integration

• Released : November, 2024

App Notifications – Agent Portal

• Released : November, 2024

User Lookup – Custom Field

• Released : November, 2024

AI Agent to Assist Customer directly via widget

• Released : November, 2024

Adding BCC in All outbound emails

• Released : November, 2024

New Data source for AI Copilot Web Pages and Files

• Released : November, 2024

Option to Approve Via Email

• Released : November, 2024

Email notification for At Mention

• Released : November, 2024

Agent Notification Personalisation

• Released : November, 2024

Live Chat Software

• Released : September, 2024

Instagram Integration

• Released : September, 2024

WhatsApp Integration

• Released : September, 2024

Facebook Integration

• Released : September, 2024

Ringover Integration with BoldDesk

• Released : July, 2024

SMTP Support for Sending Email notification

• Released : July, 2024

Multiple ticket forms for a Brand

• Released : July, 2024

Exotel Integration with BoldDesk

• Released : May, 2024

HubSpot Integration with BoldDesk

• Released : May, 2024

Agent Shifts based Auto Assignment

• Released : May, 2024

Load Based Auto Assignment

• Released : May, 2024

Multi-factor Authentication (MFA)

• Released : May, 2024

Advance Search Improvements

• Released : May, 2024

Provide IMAP support for email forwarding

• Released : March, 2024

Azure AD Integration with BoldDesk

• Released : January, 2024

AI Copilot

• Released : December, 2023

Advanced filter option in the Contact module

• Released : November, 2023

Option to hide CC field

• Released : November, 2023

Email Templates for ticket approval

• Released : November, 2023

Support to Import Contact Groups

• Released : November, 2023

Support to Import Contacts

• Released : November, 2023

Worklog option for activity module

• Released : November, 2023

Agent Availability Custom Status

• Released : November, 2023

Slack Integration with BoldDesk

• Released : November, 2023

Mobile App for agents

• Released : September, 2023

Creating and saving custom views/filters for activity module

• Released : September, 2023

Embeddable Widget – Knowledge Base article module support

• Released : September, 2023

Shopify integration with BoldDesk

• Released : September, 2023

Option to add agent signatures

• Released : September, 2023

OpenAI based features in BoldDesk

• Released : July, 2023

Azure DevOps – Boards – Integration

• Released : July, 2023

JIRA Integration – Option to create task from BoldDesk

• Released : July, 2023

Contact / Contact group performance Dashboard

• Released : May, 2023

Forwarding a ticket to a third-party external vendor

• Released : May, 2023

MS Team Integration

• Released : March, 2023

Activity / Task Management inside a ticket

• Released : March, 2023

Multi Language Support

• Released : March, 2023

Ticket Approval System

• Released : March, 2023