Help Desk Ticketing System

A simple, intuitive, and easy-to-use operating system for your support team.

What is ticketing system

A ticketing system, also known as help desk ticketing software, can be defined as an online customer service tool used to perform support operations.

These support operations include:

Managing and tracking client support inquiries and requests.

Managing a support team’s workflow.

Troubleshooting problems associated with a company’s brands.

How a help desk ticketing system work?

With automated help desk ticketing tools, customer service tasks are performed and managed online in a centralized platform.

The ticketing system workflow functions in the following ways:


Features of Ticketing Tools

Intuitive ticketing software features with an improved user experience to provide seamless customer service.

Email Based Ticketing

Email based ticketing

Convert all incoming customer support emails into tickets and respond to them via email.

Knowledge Base Software

Shared Inbox

Apply advanced filter rules to tickets to move them to the appropriate folder.

Multi Brand

Multi Brand

Maintain multiple brand-specific customer-facing support portals and view all tickets in a unified agent portal.

Task Management

Task Management

Transform the process of resolving a ticket into smaller tasks or activities to boost agent productivity.

Customer Support Experience with Help Desk Ticketing Software

Features that move support beyond the ordinary.

Email-based ticketing

Create and respond to email tickets.

Multi-branded ticket forms

Create a ticket form based on brand.

Custom fields

To customize ticket forms, several types of custom fields are available.


Personalize the ticket view based on your preferences.

Spam control for email

Detect spam email automatically to avoid creating unnecessary tickets.

Access control

Restrict ticket access using scopes and fine-grained role-based permissions.

Details matter

Every aspect is carefully considered. Each feature is tailored to provide a great support experience for the agent and the user.


Ticket views

Use robust, advanced search filters to locate tickets (including custom fields).

ticket views

Update on behalf

Create or update a ticket on behalf of the customer. This feature is useful for recording customer updates when they contact your team by other channels

canned response

Canned response

Respond to tickets quickly with frequently used saved response templates.



Tagging is a helpful feature used for ticket categorization, filtering, and automation.



Mention agents in replies or private notes to alert them.


Add more agents to notify customers about ticket updates without revealing agents’ identities.

Benefits of Using IT Ticketing Software

With grid and table layouts, the ticket list page is designed to be modern, user-friendly, and intuitive.

Forward ticket

Forward the support tickets to the external email  address and create an forward activity.

Merge tickets

Combine two or more tickets, as well as their attachments and messages, into a single ticket.

Split tickets

Split a single ticket into multiple tickets, allowing different agents to work on multiple support requests independently.

Clone tickets

Cloning a ticket allows you to create a duplicate ticket by copying ticket metadata information from an existing ticket.

Spam tickets

BoldDesk can automatically identify spam emails and move them to a separate view for further review.

Save ticket

Save tickets or messages for future use.

Edit message

Correct any mistake in the message updated to the customer.

Delete message

Delete public messages associated with a ticket update.

Ticket sorting

Various fields are available to sort tickets based on preference.

Quick preview

Using this view, you can quickly navigate and review tickets.

Quick actions

Change category, status, and assignee; add tags and private notes; and log work without opening a ticket.

Keyboard shortcuts

Provide several keyboard shortcuts to perform ticket actions.

Multilingual support

Multilingual Helpdesk language@2x

Multilingual help desk

Support your customers all across the world by providing customer service that is translated into multiple languages.

Multilingual Knowledge base@2x

Multilingual knowledge base

Create and manage a multilingual knowledge base to deliver content based on customer’s preferred language.

Advanced ticket views

Use advanced filters to view a subset that you need.

MC_Categories and sections@2x-2

Save and share

Save and share filtered views with an entire organization or a specific group.


Default views

Set any view as the default view.

MC_Categories and sections@2x-1

Export to excel

Export data to Microsoft Excel format.

MC_Categories and sections@2x


Mark frequently used views as favorites.

Internal collaboration

Collaborate with internal teams by using private tickets or private notes.

Private ticket

Create private tickets in a customer’s name; these tickets are not visible, and no email notification is sent to the customer. Use this feature to record customer call logs or meeting minutes.

Private note

To collaborate with internal teams, add a private note to tickets. This information is not visible to the customer.

Share ticket

Using the share ticket feature, you can collaborate with teams in other departments that do not have access to the ticket.

Ticket categories

Public categories

This category is visible to both agents and customers.

Private categories

This category is only visible to agents. Only private tickets can be created for this category. It aids in the classification of internal tickets.

Ticket links

Related ticket

Connect tickets that are related.

Parent-child ticketing

Connect child and parent tickets.

Related contacts

Link related contacts to a ticket for internal reference.

Web links

Link external web URLs to a ticket.

Ticket insights

Ticket activity

Field logs

Field value changes are recorded.

Automation logs

Changes brought about by automation.

SLA logs

Alterations in response and resolution due dates and SLA breach logs.

Time tracking

Customer satisfaction survey


CSAT report

Use CSAT reports to keep track of your CSAT scores.

Negative feedback action

Automate post actions when receiving negative feedback.



Customize the rating scale and text on the feedback rating page.

Embeddable widgets and forms

Help Widget

Help Widget

By adding a small piece of script, you can create a personalized help widget and embed it in any external website, such as WordPress.

Contact us Web Form

Contact us web form

Incorporate a contact form into any external website, such as WordPress. When a customer submits a request, a ticket is automatically created.

Powerful automation


Using round-robin, automatically route tickets to the appropriate agent.

Service level agreement

Set response and resolution due dates based on business hours automatically.

Split tickets

Split a single ticket into multiple tickets, allowing different agents to work on multiple support requests independently.

Time triggers

Perform a repeated set of actions every hour.

Reports & analytics

A one-stop dashboard for tracking current support status.

Support traffic dashboard

Insights into the reach of SLAs.

Analyze customer feedback and CSAT scores.

Review agent responses for training and improvement.

Task Management

Task management


Zapier integration

Using Zapier, integrate several third-party apps.

JIRA integration

Sync status, priority, and comments from JIRA software.

Salesforce Integration

Link related contacts to a ticket for internal reference.

Custom apps

Brings customer data from the third-party apps and displays it on the ticket sidebar to provide more context.


Use webhooks to get real-time data to integrate into your internal apps later.


Use the developer API to pull data and integrate it with your internal apps.


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