--- title: "Roadmap - Our vision for future | BoldDesk" description: "Our product roadmap lets you explore the future and journey of BoldDesk. Stay up to date on forthcoming features and changes for an enhanced experience" url: "https://www.bolddesk.com/roadmap" last_updated: 2026-10-07 --- # Roadmap Explore the future of BoldDesk® with our product roadmap. ### Planned [Import\\Export Holiday Calendar](https://feedback.bolddesk.com/67654/provide-option-for-bulk-update-of-holiday-lists-via-csv-excel-import) PCI DSS Compliance FedRAMP Authorization Reply to Specific Messages in Chat Prebuilt Ticket Automation Templates [Out of Office Configuration](https://feedback.bolddesk.com/56918/provide-an-option-for-agents-to-set-status-out-of-office)[Microsoft Dynamic 365 Integration](https://feedback.bolddesk.com/72345/integration-with-microsoft-dynamics-365)Ticket AI Agent Performance Dashboard[Prefix/Postfix support in ticket number](https://feedback.bolddesk.com/57427/prefix-postfix-support-in-the-ticket-number)[Real-Time Agent Collision Detection](https://feedback.bolddesk.com/54409/real-time-agent-collision-detection-in-tickets)[Hide System Fields in Ticket Forms](https://feedback.bolddesk.com/43851/option-to-hide-the-system-field-using-field-display-condition)[Bulk Edit Custom Fields and Categories](https://feedback.bolddesk.com/43023/bulk-update-custom-fields-and-category-support-for-tickets)[NetSuite Integration](https://feedback.bolddesk.com/74366/netsuite-integration)One-Click Meta WhatsApp Onboarding via SSO[Team Viewer Integration](https://feedback.bolddesk.com/63630/support-for-team-viewer-integration-with-bolddesk)[Ticket History Tab Improvements](https://feedback.bolddesk.com/65371/display-assignee-transition-based-on-the-ticket-under-the-history-tab)Average Ticket Handling Time ### In Progress Human-in-the-Loop Approvals for AI Agents - Scheduled : October, 2026 Prebuilt Tool Integrations for AI Agents - Scheduled : October, 2026 AI Agent Dashboard for Agents - Scheduled : October, 2026 AI Knowledge from Ticket Conversations - Scheduled : October, 2026 Message Reactions in Chat - Scheduled : October, 2026 Requester Activity Timeline - Scheduled : October, 2026 Native Voice Channel (Contact Center) - Scheduled : November, 2026 ### Completed AI Skill Template Library - Released : October, 2026 Custom Skills for AI Agents - Released : October, 2026 AI Agent for Microsoft Teams - Released : October, 2026 AI Agent for Slack - Released : October, 2026 Real-Time Ticket Updates (Dynamic Refresh) - Released : October, 2026 Multiple Integrations Support for Twilio WhatsApp & Twilio SMS Channels - Released : October, 2026 Real Time Typing Preview in Chat - Released : October, 2026 [Time Tracking on Mobile App - Released : September, 2026](https://feedback.bolddesk.com/73693/provide-support-for-worklog-timer-option-in-mobile-app) Attachment support in AI Agents - Released : September, 2026 Multi-Agent Orchestration for Tickets - Released : September, 2026 Long-Running AI Agent Tasks - Released : September, 2026 AI Activity Indicators in the Ticket List - Released : September, 2026 Prebuilt AI Views for Tickets - Released : September, 2026 AI Agent Activity Timeline in Tickets - Released : September, 2026 GitHub Integration - Released : September, 2026 Additional Instructions for AI Field Prediction - Released : August, 2026 AI Answers Page for the Customer Portal - Released : August, 2026 AI Agent Assignment for Tickets - Released : August, 2026 AI Trigger Orchestration for Tickets - Released : August, 2026 OAuth Authentication for BoldDesk MCP Server - Released : August, 2026 [Agent Export with Group Mapping - Released : July, 2026](https://feedback.bolddesk.com/72188/provide-support-for-export-agents-with-their-assignee-groups)[Model Context Protocol (MCP) Server for BoldDesk - Released : July, 2026](https://feedback.bolddesk.com/72962/native-mcp-server-endpoint-support-for-bolddesk)[Ticket/Email AI Agent Enhancements - Released : July, 2026](https://feedback.bolddesk.com/73662/provide-ai-action-support-in-email-ai-agent) Smart Reply (Magic Reply) Enhancements - Released : July, 2026 [Ticket AI Agent - Released : July, 2026](https://feedback.bolddesk.com/73124/provide-ai-assisted-automatic-responses-for-newly-created-support-tickets)[Skill Based Assignment - Released : July, 2026](https://feedback.bolddesk.com/50041/skill-based-auto-assignment)Advanced Data Redaction with Custom Regex - Released : July, 2026[Snooze Ticket - Released : July, 2026](https://feedback.bolddesk.com/45783/snoozing-hold-ticket-until-certain-date%20)[Automatic Thank-You Detection - Released : July, 2026](https://feedback.bolddesk.com/71399/implement-thank-you-detector-using-ai)[Live Chat CTAs (Call-to-Action Support) - Released : July, 2026](https://feedback.bolddesk.com/72261/cta-support-for-live-chat-widget-action-buttons) WhatsApp Performance Optimization - Released : July, 2026 [Amazon CloudWatch Integration - Released : July, 2026](https://feedback.bolddesk.com/58001/amazon-cloud-watch-integration-with-bolddesk)[Google Calendar Integration - Released : July, 2026](https://feedback.bolddesk.com/45463/google-calendar-integration)[Google Meet Integration - Released : July, 2026](https://feedback.bolddesk.com/68241/provide-google-meet-integration-with-bolddesk) Make Integration - Released : July, 2026 [Mobile SDK Enhancements - Released : July, 2026](https://feedback.bolddesk.com/61312/provide-sdks-to-integrate-bolddesks-live-chat-in-mobile-and-cross-platform)[Data Labels in Dashboard Chart Widgets - Released : July, 2026](https://feedback.bolddesk.com/74364/provide-support-to-display-data-labels-count-values-on-dashboard-charts)Display Dashboard Data as Values, Percentages, or Both - Released : July, 2026Saved Views for Custom Dashboards - Released : July, 2026[Email AI Agent - Released : March, 2026](https://feedback.bolddesk.com/71398/provide-support-for-email-ai-agent-integration)Field Prediction support – AI Copilot - Released : March, 2026[Sentiment Detection – AI Copilot - Released : March, 2026](https://feedback.bolddesk.com/60991/provide-an-option-for-an-automated-sentiment-analysis-system-for-key-customers-and)[Time Tracking (Manual and Auto) - Released : March, 2026](https://feedback.bolddesk.com/44403/worklog-timer-feature)[Schedule Recurring Ticket - Released : March, 2026](https://feedback.bolddesk.com/44083/automate-ticket-creation-at-scheduled-intervals)[Omnichannel – Twillio Voice Calling - Released : March, 2026](https://feedback.bolddesk.com/68748/twilio-integration-support-for-phone-calls-in-bolddesk)[Chat – Outbound message - Released : March, 2026](https://feedback.bolddesk.com/65506/support-to-send-whatsapp-and-sms-messages-in-bulk)[Omnichannel – WhatsApp Template Management via Meta Cloud API - Released : March, 2026](https://feedback.bolddesk.com/62242/provide-option-to-create-edit-whatsapp-template-in-admin-portal)[Chat – Multiple Conversation support - Released : March, 2026](https://feedback.bolddesk.com/71712/provide-support-to-maintain-multiple-conversation-history)[Chat SDK for Flutter and React Native - Released : March, 2026](https://feedback.bolddesk.com/69144/to-provide-support-for-live-chat-integration-in-mobile-applications-via-flutter)Integrations in Mobile App - Released : March, 2026[Global Filters for Custom Dashboards - Released : March, 2026](https://feedback.bolddesk.com/66608/global-filters-for-custom-dashboards)[Side Conversation - Released : December, 2025](https://feedback.bolddesk.com/63153/provide-ms-teams-integration-within-a-ticket-as-a-side-conversation-option-to)[Mobile SDK support - Released : November, 2025](https://feedback.bolddesk.com/65858/mobile-sdk-for-ticket-system-and-knowledge-base)[Line Integration - Released : September, 2025](https://feedback.bolddesk.com/63637/line-integration) HIPAA Compliance - Released : September, 2025 [Support for JWT Authentication in SSO Login - Released : September, 2025](https://feedback.bolddesk.com/50653/provide-an-option-for-jwt-authentication)[AI Usage Dashboard - Released : May, 2025](https://feedback.bolddesk.com/63830/ai-usage-dashboard)[Ozonetel Integration - Released : May, 2025](https://feedback.bolddesk.com/60672/provide-direct-integration-with-ozonetel)[Salesforce Integration – Two Sync - Released : May, 2025](https://feedback.bolddesk.com/46175/contact-and-contact-group-two-way-sync-between-salesforce-and-bolddesk)[Auto Ticket Merge - Released : May, 2025](https://feedback.bolddesk.com/62439/integration-auto-merge-tickets)[Option to group the Ticket Fields - Released : May, 2025](https://feedback.bolddesk.com/65034/ticket-sections-grouping-support)[Option to bulk update the knowledge base - Released : May, 2025](https://feedback.bolddesk.com/61864/provide-an-option-to-bulk-update-knowledge-base-article-fields)[Custom status support for close category - Released : May, 2025](https://feedback.bolddesk.com/57754/provide-an-option-to-create-a-custom-status-with-closed-status-category)[Search Support for Chat Conversation - Released : May, 2025](https://feedback.bolddesk.com/65546/search-support-for-chat-conversation)[Enhancing Chat Widget with Custom CSS Support - Released : May, 2025](https://feedback.bolddesk.com/64730/enhancing-chat-widget-with-custom-css-support)[SLA for Chat - Released : May, 2025](https://feedback.bolddesk.com/65861/sla-for-chat-conversations)[AI Review Response in Mobile App - Released : May, 2025](https://feedback.bolddesk.com/63796/provide-ai-review-response-option-in-mobile-app) Custom Field Validation Rules (Max, Min) - Released : May, 2025 Custom placeholder support for custom fields - Released : May, 2025 [Auto Assignment Support in Chat - Released : March 2025](https://feedback.bolddesk.com/62255/auto-assignment-support-in-chat)[Workflow Support in Chat - Released : March 2025](https://feedback.bolddesk.com/59642/chatbot-workflow-support)[Custom Field for agent - Released : February, 2025](https://feedback.bolddesk.com/43109/custom-fields-support-for-agent)[Asana Integration - Released : February, 2025](https://feedback.bolddesk.com/41353/asana-project-management-tool-integration-with-bolddesk)[Telegram Integration - Released : February, 2025](https://feedback.bolddesk.com/41310/telegram-integration)[Custom Reports & Dashboards - Released : February, 2025](https://feedback.bolddesk.com/41320/option-to-create-a-dashboard-report-based-on-custom-fields)[AI Agent for Chats - Released : February, 2025](https://feedback.bolddesk.com/50901/ai-based-bot-in-chat-widget)[Aircall Integration - Released : November, 2024](https://feedback.bolddesk.com/41724/integrate-with-aircall-voicemail-system)[SMS Integration - Released : November, 2024](https://feedback.bolddesk.com/49723/sms-integration)[WooCommerce Integration - Released : November, 2024](https://feedback.bolddesk.com/60688/woocommerce-integration) Stripe Integration - Released : November, 2024 [Instagram Comments Integration - Released : November, 2024](https://feedback.bolddesk.com/60981/instagram-comments-integration-in-bolddesk)[App Notifications – Agent Portal - Released : November, 2024](https://feedback.bolddesk.com/41252/app-notifications-agent-portal)[User Lookup – Custom Field - Released : November, 2024](https://feedback.bolddesk.com/61590/user-lookup-new-custom-field-type-support-in-ticket-forms) Custom Fields Support in Chat - Released : November, 2024 [AI Agent to Assist Customer directly via widget - Released : November, 2024](https://feedback.bolddesk.com/62354/provide-an-option-for-ai-agent-to-assist-customer-directly-via-widget)[Adding BCC in All outbound emails - Released : November, 2024](https://feedback.bolddesk.com/48862/provide-an-option-for-adding-bcc-in-ticket-reply-emails)[New Data source for AI Copilot Web Pages and Files - Released : November, 2024](https://feedback.bolddesk.com/62356/provide-support-for-new-data-sources-for-ai-co-pilot-to-generate-from-web-pages)[Option to Approve Via Email - Released : November, 2024](https://feedback.bolddesk.com/49578/provide-an-option-in-emails-to-approve-or-reject-an-approval-without-signing-into)[Email notification for At Mention - Released : November, 2024](https://feedback.bolddesk.com/62355/provide-an-option-to-send-emails-for-mentions)[Agent Notification Personalisation - Released : November, 2024](https://feedback.bolddesk.com/45983/provide-an-option-to-turn-on-or-off-notifications-at-the-agent-level) Edit Message Support in Chat - Released : November, 2024 CSAT for Chat Conversations - Released : November, 2024 [Live Chat Software - Released : September, 2024](https://feedback.bolddesk.com/41227/live-chat-module-in-bolddesk)[Instagram Integration - Released : September, 2024](https://feedback.bolddesk.com/46991/instagram-dm-integration-in-bolddesk)[WhatsApp Integration - Released : September, 2024](https://feedback.bolddesk.com/41283/whatsapp-integration)[Facebook Integration - Released : September, 2024](https://feedback.bolddesk.com/47695/facebook-integration-in-bolddesk)[Ringover Integration with BoldDesk - Released : July, 2024](https://feedback.bolddesk.com/51343/ringover-integration-in-bolddesk)[SMTP Support for Sending Email notification - Released : July, 2024](https://feedback.bolddesk.com/51624/smtp-support-for-using-ones-own-email-server-to-send-notifications-from-bolddesk)[Multiple ticket forms for a Brand - Released : July, 2024](https://feedback.bolddesk.com/41332/multiple-ticket-forms-for-a-brand)[Exotel Integration with BoldDesk - Released : May, 2024](https://feedback.bolddesk.com/50370/provide-exotel-ameyo-integration-in-bolddesk)[HubSpot Integration with BoldDesk - Released : May, 2024](https://feedback.bolddesk.com/41308/hubspot-crm-integration)[Agent Shifts based Auto Assignment - Released : May, 2024](https://feedback.bolddesk.com/44310/provide-an-option-to-add-shift-hours-to-the-agents)[Load Based Auto Assignment - Released : May, 2024](https://feedback.bolddesk.com/44309/automatic-ticket-assignment-based-on-agent-workload-or-load)[Multi-factor Authentication (MFA) - Released : May, 2024](https://feedback.bolddesk.com/41498/multi-factor-authentication)[Advance Search Improvements - Released : May, 2024](https://feedback.bolddesk.com/51665/advance-search-improvements-in-bolddesk)[Provide IMAP support for email forwarding - Released : March, 2024](https://feedback.bolddesk.com/48125/provide-imap-support-for-email-forwarding)[Azure AD Integration with BoldDesk - Released : January, 2024](https://feedback.bolddesk.com/43050/integration-for-syncing-users-with-microsoft-entra-id-azure-ad)[AI Copilot - Released : December, 2023](https://feedback.bolddesk.com/47179/ai-powered-copilot-for-agents)[Advanced filter option in the Contact module - Released : November, 2023](https://feedback.bolddesk.com/46854/provide-an-advanced-filter-option-in-the-contact-module)[Option to hide CC field - Released : November, 2023](https://feedback.bolddesk.com/41336/option-to-hide-cc-field)[Email Templates for ticket approval - Released : November, 2023](https://feedback.bolddesk.com/44632/provide-an-option-to-customize-the-content-in-ticket-approval-emails)[Support to Import Contact Groups - Released : November, 2023](https://feedback.bolddesk.com/41257/option-to-bulk-import-users-via-csv-file)[Support to Import Contacts - Released : November, 2023](https://feedback.bolddesk.com/41257/option-to-bulk-import-users-via-csv-file)[Worklog option for activity module - Released : November, 2023](https://feedback.bolddesk.com/47040/worklog-option-for-activity-module)[Agent Availability Custom Status - Released : November, 2023](https://feedback.bolddesk.com/44419/provide-an-option-to-add-custom-availability-status-for-agents)[Slack Integration with BoldDesk - Released : November, 2023](https://feedback.bolddesk.com/41282/slack-integration)[Mobile App for agents - Released : September, 2023](https://feedback.bolddesk.com/41284/mobile-app-for-agents)[Creating and saving custom views/filters for activity module - Released : September, 2023](https://feedback.bolddesk.com/45882/creating-and-saving-custom-views-filters-for-activity-module)[Embeddable Widget – Knowledge Base article module support - Released : September, 2023](https://feedback.bolddesk.com/41728/embeddable-widget-knowledge-base-article-module-support)[Shopify integration with BoldDesk - Released : September, 2023](https://feedback.bolddesk.com/41324/shopify-integration-with-bolddesk)[Option to add agent signatures - Released : September, 2023](https://feedback.bolddesk.com/41256/option-to-add-agent-signatures)[OpenAI based features in BoldDesk - Released : July, 2023](https://feedback.bolddesk.com/41486/openai-based-features-in-bolddesk)[Azure DevOps – Boards – Integration - Released : July, 2023](https://feedback.bolddesk.com/41309/azure-devops-boards-integration)[JIRA Integration – Option to create task from BoldDesk - Released : July, 2023](https://feedback.bolddesk.com/41311/jira-integration-option-to-create-task-from-bolddesk)[Contact / Contact group performance Dashboard - Released : May, 2023](https://feedback.bolddesk.com/41318/contact-contact-group-performance-dashboard)[Forwarding a ticket to a third-party external vendor - Released : May, 2023](https://feedback.bolddesk.com/41255/forwarding-a-ticket-to-a-third-party-external-vendor)[MS Team Integration - Released : March, 2023](https://feedback.bolddesk.com/41280/ms-team-integration)[Activity / Task Management inside a ticket - Released : March, 2023](https://feedback.bolddesk.com/41249/activity-task-management-inside-a-ticket)[Multi Language Support - Released : March, 2023](https://feedback.bolddesk.com/41248/multi-language-support)[Ticket Approval System - Released : March, 2023](https://feedback.bolddesk.com/41247/ticket-approval-system) - Show More - Show Less