What's New Explore the new updates and features of BoldDesk in our May release. Learn more
A simple, intuitive, and easy-to-use operating system for your support team
Intuitive ticketing system features with an improved user experience to provide seamless customer service.
Convert all incoming customer support emails into tickets and respond to them via email.
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Apply advanced filter rules to tickets to move them to the appropriate folder.
Maintain multiple brand-specific customer-facing support portals and view all tickets in a unified agent portal.
Transform the process of resolving a ticket into smaller tasks or activities to boost agent productivity.
Features that move support beyond the ordinary.
Create and respond to email tickets.
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Create a ticket form based on brand.
To customize ticket forms, several types of custom fields are available.
Personalize the ticket view based on your preferences.
Detect spam email automatically to avoid creating unnecessary tickets.
Restrict ticket access using scopes and fine-grained role-based permissions.
Every aspect is carefully considered. Each feature is tailored to provide a great support experience for the agent and the user.
Use robust, advanced search filters to locate tickets (including custom fields).
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.
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.
Use robust, advanced search filters to locate tickets (including custom fields).
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.
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.
With grid and table layouts, the ticket list page is designed to be modern, user-friendly, and intuitive.
The table layout allows you to select required columns.
Save tickets or messages for future use.
Various fields are available to sort tickets based on preference.
Using this view, you can quickly navigate and review tickets.
Change category, status, and assignee; add tags and private notes; and log work without opening a ticket.
Provide several keyboard shortcuts to perform ticket actions.
Correct any mistake in the message updated to the customer.
Delete public messages associated with a ticket update.
Split a single ticket into multiple tickets, allowing different agents to work on multiple support requests independently.
Cloning a ticket allows you to create a duplicate ticket by copying ticket metadata information from an existing ticket.
Combine two or more tickets, as well as their attachments and messages, into a single ticket.
BoldDesk can automatically identify spam emails and move them to a separate view for further review.
Support your customers all across the world by providing customer service that is translated into multiple languages.
Create and manage a multilingual knowledge base to deliver content based on customer's preferred language.
Support your customers all across the world by providing customer service that is translated into multiple languages.
Create and manage a multilingual knowledge base to deliver content based on customer's preferred language.
Use advanced filters to view a subset that you need.
Save and share filtered views with an entire organization or a specific group.
Set any view as the default view.
Export data to Microsoft Excel format.
Mark frequently used views as favorites.
Collaborate with internal teams by using private tickets or private notes.
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.
To collaborate with internal teams, add a private note to tickets. This information is not visible to the customer.
Using the share ticket feature, you can collaborate with teams in other departments that do not have access to the 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.
To collaborate with internal teams, add a private note to tickets. This information is not visible to the customer.
Using the share ticket feature, you can collaborate with teams in other departments that do not have access to the ticket.
Categories aid in ticket classification; for example, Support, Sales, Marketing, and so on. There are two kinds of categories.
This category is visible to both agents and customers.
This category is only visible to agents. Only private tickets can be created for this category. It aids in the classification of internal tickets.
This category is visible to both agents and customers.
This category is only visible to agents. Only private tickets can be created for this category. It aids in the classification of internal tickets.
Using the link ticket feature, you can link a ticket with another ticket. Use this feature to link related or child tickets to split larger tickets.
Connect tickets that are related.
Connect child and parent tickets
Link related contacts to a ticket for internal reference.
Link external web URLs to a ticket.
Several metrics related to a ticket can be viewed in the ticket’s insights section.
Record any changes done in ticket activity. Using the Ticket History tab, you can view change logs for auditing.
Field value changes are recorded.
Changes brought about by automation
Alterations in response and resolution due dates and SLA breach logs.
Agents can record the amount of time they spend on each ticket.
Send surveys to customers to gauge their satisfaction with the services they received.
Use CSAT reports to keep track of your CSAT scores.
Automate post actions when receiving negative feedback.
Customize the rating scale and text on the feedback rating page.
Include a ticket creation widget or form on any website.
By adding a small piece of script, you can create a personalized help widget and embed it in any external website, such as WordPress.
Incorporate a contact form into any external website, such as WordPress. When a customer submits a request, a ticket is automatically created.
By adding a small piece of script, you can create a personalized help widget and embed it in any external website, such as WordPress.
Incorporate a contact form into any external website, such as WordPress. When a customer submits a request, a ticket is automatically created.
To automate ticket processing, leverage powerful no-code automation.
Using round-robin, automatically route tickets to the appropriate agent.
Set response and resolution due dates based on business hours automatically.
Create or update ticket triggers to perform an action when a ticket is created or updated.
Perform a repeated set of actions every hour.
Several pre-built reports and dashboards are available.
Integrate with third-party applications
Using Zapier, integrate several third-party apps.
Sync status, priority, and comments from JIRA software.
View Salesforce customer data in the BoldDesk.
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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