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Help Desk Ticketing System

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

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Top ticketing software features

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

Top ticketing features with better user experience

Email based ticketing

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

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Shared inbox

Shared Inbox

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

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Multi-brand-help-desk

Multi Brand

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

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Task Management

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

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Top ticketing features with better user experience

Features that greatly enhance the support experience

Features that move support beyond the ordinary.

Email-based ticketing

Create and respond to email tickets.

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Multi-branded ticket forms

Create a ticket form based on brand.

Custom fields

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

Personalization

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.

Views of tickets

Ticket views

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

Update on behalf of requester

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 for quick response

Canned response

Respond to tickets quickly with frequently used saved response templates.

Tagging to organize tickets

Tagging

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

@mention agent to reply or alert them

@Mention

Mention agents in replies or private notes to alert them.

Watchers list to notify ticket updates

Watchers​

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

Views of tickets

Ticket views

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

Update on behalf of requester

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 for quick response

Canned response

Respond to tickets quickly with frequently used saved response templates.

Tagging to organize tickets

Tagging

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

@mention agent to reply or alert them

@Mention

Mention agents in replies or private notes to alert them.

Watchers list to notify ticket updates

Watchers​

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

Productivity features

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

Column customization

The table layout allows you to select required columns.

Save ticket

Save tickets or messages for future use.

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.

Edit Message

Correct any mistake in the message updated to the customer.

Delete Message

Delete public messages associated with a ticket update.

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.

Merge Tickets

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

Spam Tickets

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

Multilingual Support image

Multilingual Support

Multilingual Support image

Multilingual Help Desk

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

Multilingual Knowledge Base

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

Multilingual Help Desk

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

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.

Advanced filters for view tickets
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.

Export to excel

Export data to Microsoft Excel format.

Favorite

Mark frequently used views as favorites.

Advanced filters for view tickets

Internal collaboration

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

Internal Collaboration
Internal Collaboration

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.

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

Categories aid in ticket classification; for example, Support, Sales, Marketing, and so on. There are two kinds of categories.

Categories of tickets

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.

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.

Categories of tickets
Linking ticket to related ticket

Ticket links

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.

Linking ticket to related ticket
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

Several metrics related to a ticket can be viewed in the ticket’s insights section.

Insights tickets with metrics
  • Response-related metrics
  • SLA-related metrics
  • Metrics related to assignee changes
  • Status-related metrics
  • Metrics related to the impact of automation
Insights tickets with metrics
History of tickets for auditing

Ticket activity

Record any changes done in ticket activity. Using the Ticket History tab, you can view change logs for auditing.

History of tickets for auditing
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

Agents can record the amount of time they spend on each ticket.

Tracking agent work in each tickets
  • Billable and non-billable hours can be recorded.
  • A Worklog report is available in the reports module and allows to view consolidated logs of agent time spent.
Tracking agent work in each tickets
Customer satisfaction survey with better Interface

Customer satisfaction survey

Send surveys to customers to gauge their satisfaction with the services they received.

Customer satisfaction survey with better Interface
CSAT report

Use CSAT reports to keep track of your CSAT scores.

Negative feedback action

Automate post actions when receiving negative feedback.

Customization

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

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Embeddable widgets and forms

Include a ticket creation widget or form on any website.

Embeddable Widget and Forms

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

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

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

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

Embeddable Widget and Forms
Automate ticket processing

Powerful automation

To automate ticket processing, leverage powerful no-code automation.

Automate ticket processing
Auto-assignment

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

Service level agreement

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

Create and update triggers

Create or update ticket triggers to perform an action when a ticket is created or updated.

Time triggers

Perform a repeated set of actions every hour.

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Reports & analytics

Several pre-built reports and dashboards are available.

BoldDesk Data analytics dashboard with better Interface
  • 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.

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BoldDesk Data analytics dashboard with better Interface
BoldDesk Data analytics dashboard with better Interface

Integration

Integrate with third-party applications

BoldDesk Integrate with other app
Zapier integration

Using Zapier, integrate several third-party apps.

JIRA integration

Sync status, priority, and comments from JIRA software.

Salesforce Integration

View Salesforce customer data in the BoldDesk.

Custom apps

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

Webhooks

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

APIs

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

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