BoldDesk Release: July 2024 New Features Update!

Welcome to our latest blog! We are excited to share new features, updates, and improvements that we have been diligently working on to enhance your experience with our product.

Our team has been focused on incorporating your feedback, innovating new solutions, and refining existing functionalities to ensure that we continue to meet and exceed your expectations.

In this July , you will find a range of enhancements designed to boost performance, improve usability, and provide new capabilities that empower you to achieve more.

From cutting-edge technology integrations to user interface refinements, every update is aimed at making our product more efficient, intuitive, and enjoyable to use.

Join us as we delve into the details of what’s new and how these changes can benefit you.

Ticketing system features

Our state-of-the-art ticketing system is crafted to enhance your management of customer inquiries, facilitating everything from smooth ticket creation to effective distribution, quick resolutions, and easy tracking.

The following features have been introduced to further strengthen its capabilities.

Introducing a new multi-form feature for tickets

Now, brands can utilize multiple ticket forms, moving beyond the constraints of a single, static option. This enhancement is exclusively available for our Enterprise/Business plan subscribers.

Once you enable the multi-form option and link various forms to your brand, users will discover a new Form field during ticket creation.

This intuitive feature is accessible in both customer and agent portals, making the ticket creation process smoother and more user-friendly than ever.

In addition, you can now personalize your web widgets with unique forms tailored to your needs.

If you have specific fields in mind for your widgets, simply create a custom form and seamlessly map it to enhance your user experience.

Boost your efficiency with bulk updates for related or child tickets

We’re excited to reveal that you can execute bulk actions on your child or related tickets, making your workflow smoother and more streamlined than ever.

Exciting enhancements to our ticket module

Below are the improvements made to the ticketing module to improve your experience:

Seamlessly transfer tickets between brands

Introducing the Change Ticket Brand option, you can now effortlessly shift tickets from one brand to another, streamlining your workflow.

Enhanced suspended email recovery 

Previously, recovering a second suspended message for the same ticket would create a new ticket.

Now, if messages are recovered in order, they will be neatly threaded within the same ticket, ensuring a cohesive conversation flow.

Filter tickets which are pending for approval

Easily filter and track tickets awaiting approval with our enhanced grid view—no need to open each ticket individually.

Our intuitive column chooser and advanced filters now include several new fields to help you stay organized and efficient.

The following new fields have been added to the column chooser:

• Approval Request Status
• Approval Approved Count
• Approval Requested Count
• Approval Pending Count
• Approval Rejected Count

The following new fields have been added to the advanced ticket filters:

• Ticket Approval Pending Count
• Has Any Pending Approval Requests

These improvements enable you to stay ahead of your approval process and ensure nothing slips through the cracks.

Customer portal

Our Customer Portal serves as a dedicated platform where customers can interact with the support team, track their support requests, and find relevant information.

We have added the following features to enhance its capabilities even more.

Effectively customize the customer portal theme

Just a few months ago, we revamped the agent portal with a fresh new design, and we’re happy to announce that the same stunning theme is now available for the customer portal.

Plus, you can easily customize the color scheme to align perfectly with your brand identity. If your brand leans towards a sleek dark aesthetic, we’ve got you covered with a stylish dark theme option as well.

These updates empower you to transform your customer portal and make it truly yours.

Knowledge Base

We have enhanced our knowledge base software with the latest features to improve your self-service capabilities and facilitate knowledge sharing.

Enhance your experience with article redirects

Our redirection feature is designed to guide you from deleted, invalid, or relocated KB links to their new destinations, all based on established rules.

This ensures you’re always connected to the most current information available.

Easily manage your redirection rules and choose between temporary (302) or permanent (301) redirects tailored to your specific needs.

This update ensures you stay informed and easily navigate our knowledge base.

Boost your SEO with easy Robots.txt modifications

Take charge of your website’s visibility with our new feature that lets you modify the Robots.txt file right from your customer portal settings.

This upgrade empowers you to fine-tune how search engines interact with your knowledge base articles, boosting your SEO and elevating the user experience on your site.

Integration

Further integrations have been introduced in BoldDesk to enhance the connectivity of the system.

Elevate your call management with Ringover integration

Unlock the power of effective communication with Ringover’s integration into BoldDesk.

This innovative solution empowers businesses to manage calls effortlessly, track call history in real-time, and connect with clients like never before.

Here are the main features provided by this integration:

• Effortless calling: Agents can easily make and receive calls directly within BoldDesk.
• Instant connectivity: Reach your clients at the click of a button with our convenient click-to-call feature.
• Automated ticketing: Say goodbye to manual entry. Outbound, inbound, and missed calls automatically generate corresponding tickets and activity logs.
• On-demand insights: Listen to call recordings directly in BoldDesk, ensuring you never miss a detail.
• Comprehensive call history: Access a complete call history right within BoldDesk for streamlined follow-ups.
• Dynamic call management: Enjoy advanced features like call transfer and call merging to enhance your team’s efficiency.

Transform your call management experience today with Ringover and BoldDesk—where communication meets unparalleled productivity.

Slack integration update

You can create BoldDesk tickets right from the Slack platform. Optimize your workflow and elevate collaboration to new heights.

Thrilling updates to Exotel integration

We’ve enhanced your experience! While you could previously only create a ticket from Exotel, we’re thrilled to introduce new support options.

Now, you can effortlessly choose between creating a ticket or logging activities for incoming, outgoing, and missed calls.

Reports and analytics

BoldDesk’s robust reports and analytics dashboard is designed to provide users with valuable insights into their customer support operations. The reporting module has been updated with the following features.

Automate your insights with scheduled reports

Say goodbye to the hassle of manual reporting! Our scheduled reports deliver automated insights at your preferred intervals, ensuring you receive fresh, updated data.

Stay informed and ahead of the game—let us handle the reporting while you focus on what matters most.

This feature is available only in the Enterprise/Business plan and can be accessed through the reports module.

KB dashboard

Now you can track and monitor the knowledge base metrics with our innovative new tool. Stay ahead and gain valuable insights!

Exciting updates to reporting module

Discover the latest upgrades that will elevate your experience:

• Enjoy the convenience of a global support filter that allows you to save your views in the UI.
• Check out our revamped Dashboard with a new Consolidated Widget, featuring an Activity tab for enhanced agent performance tracking.
• The Agent Performance Dashboard is now more robust with additional columns in the Message tab, providing deeper analytics.
• Keep track of performance with the newly introduced Actual SLA Achieved or Breached widget on the Agent Performance Dashboard.

Artificial Intelligence

The following artificial intelligence capabilities have been integrated into BoldDesk.

Introducing Ask AI feature for agents

Unveiling Global AI Copilot: Empower your agents like never before! Now, they can ask questions on any page of the agent application and watch as our cutting-edge AI crafts precise answers straight from your documentation.

Experience the future of support with unparalleled efficiency and insight!

Elevate your BoldDesk experience with our AI assistant for admins

Introducing the BoldDesk AI assistant—your ultimate companion for smooth setup and administration.

Whether you have questions about features, functionalities, or best practices, our AI Assistant is here to provide you with instant answers. Get ready to unlock the full potential of BoldDesk in no time!

Introducing AI-powered article autoreplies

Enhance your customer communication with our progressive feature that sends AI-recommended articles directly in email notifications.

Experience swift issue resolution—all without the need for agent involvement. Streamline your support process and boost customer satisfaction.

Generate KB article with ease using AI

Unlock the power of effortless content creation with our innovative AI feature. Simply enter your topic and watch as the AI crafts comprehensive and precise knowledge base articles tailored to your needs.

With this feature you can now swiftly and seamlessly build your support resources, saving time and enhancing your team’s efficiency.

Activity module

The activity module has been enhanced with the following feature updates.

Thrilling upgrades to the activity module

The activity module has received some fantastic enhancements. Just like our ticketing system, activities now fully support tag fields for even better organization.

But that’s not all! The powerful AI Assist features you love in the ticket module are now in the activity module as well.

Plus, both end users and organization admins can easily customize their experience by selecting a default view when accessing the activity module—just like the ticket view settings in personal and organization preferences.

Admin module updates

The admin module has been improved with new features to enhance its functionality and user experience.

System role editing option

Empower your organization by tailoring permissions for all system roles—except for the account owner role.

Our user-friendly editing options allow admins to adjust settings, ensuring that every role aligns perfectly with your unique organizational needs.

Exciting new permissions for agents

We’re thrilled to introduce several enhancements that empower your team:

• Streamlined approval control: Our new permissions in the approval module allow you to manage access to ticket approvals.
• Enhanced file management: You can now restrict file deletion permissions for files uploaded in activities, contacts, and contact groups, ensuring better control over your valuable data.
• Brand management flexibility: A new permission is now available to determine whether agents can change a ticket’s brand, giving you greater oversight and consistency.

Explore these features today and elevate your team’s efficiency!

Enhance your email experience with SMTP support

You can now harness the power of your own email server using Simple Mail Transfer Protocol (SMTP) to effortlessly send emails from BoldDesk.

Take control of your communications and enhance your outreach with this new update.

Exciting new email configuration options

Check out these new additions to the email configuration options:

Disable Subject Based Email Threading

By selecting this option, your system will stop using Ticket IDs in subject lines to connect emails with ongoing ticket conversations.

Instead, we’ll leverage email reference IDs and hidden elements within the email body for seamless threading—making your communication more efficient.

Disable Reply Email Permission Check

Want to streamline your response process? Enabling this checkbox disables permission verification for email responses., treating all responses as valid and posting them as public responses.

If you decide to uncheck it, our system will ensure that permissions are verified, keeping replies from unauthorized senders as private notes.

Attach files directly in emails

You can now customize your email attachments to be sent directly in your messages rather than as links.

Simply head over to Admin > Customer Portal > General Options to tailor this feature to your brand’s unique needs.

Mark ticket as spam from automation

A new action has been added to the Create and Update Ticket trigger. With this enhancement, you can flag tickets based on specific keywords in the title or description, or even if they come from certain users.

This innovation is set to revolutionize your spam management process, making it more efficient and effective than ever.

Introducing the agent availability list

Now, admins can effortlessly access a comprehensive list of agents and monitor their availability status using the enhanced agent availability module. This allows you to stay organized and in control with just a glance.

Effortless bulk ticket importing

Bid farewell to monotonous manual data entry—now you can import tickets in bulk with just an Excel file.

This powerful feature enables you to create multiple tickets at once, streamlining your workflow and saving you valuable time.

Enhanced security for your customer portal with 2FA

The Two-Factor Authentication (2FA) is now available for our customer portal. This feature was previously exclusive to agents.

When logging in, you’ll enter your username and password, but that’s just the beginning. With the added protection of an authenticator app, your account will enjoy an extra layer of security.

You can now experience peace of mind knowing that your information is safer than ever.

Introducing the ‘Remember Me’ feature for social and SSO logins

Now you can enjoy flawless access to your account for a full 30 days without the hassle of daily logins. Stay connected and let us take care of the rest!

Introducing the new ‘Is Changed’ operator for webhooks

We’re excited to reveal a major enhancement to our webhook functionality. With the new Is Changed operator, you can now set conditions for your webhook dropdown fields.

This means that webhooks will only be triggered when specific fields are updated, ensuring that you receive notifications only for the changes that matter most.

Mobile app

We are introducing a range of new features to our mobile app that will transform how agents deliver support while on the go.

Exciting upgrades to our mobile app design

We’ve given our mobile app a stunning makeover to enhance your experience. Stay tuned for even more improvements coming in our next .

Plus, you now have the power to personalize your app’s colours directly through the agent portal settings.

Any adjustments you make to the Theme Colour will carry over to the mobile app, allowing you to create a look that’s uniquely yours. Get ready to enjoy a more vibrant and tailored app experience!

Inline images in reply messages – Now on mobile

Thrilling news! You can now readily add inline images to your reply messages right from our mobile app.

This fantastic feature, once only available on the web, is now at your fingertips, making your on-the-go communication even more dynamic.

Upgrade your messaging experience by seamlessly including screenshots, photos, and other visuals in your replies. Connect, engage, and share like never before, all from the convenience of your mobile device.

Revamped ticket module for unmatched performance

Experience a whole new level of efficiency with our newly optimized ticket module. We’ve improved its performance, delivering lightning-fast load times and a sleek, responsive interface.

Embrace consistent ticket management that empowers you to stay on top of your game. Dive in and enjoy the smoother, faster experience you deserve.

What’s on the horizon?

At BoldDesk, we are continuously striving to innovate and enhance our product to meet the evolving needs of our users. Here’s a sneak peek into what’s coming next:

• A live chat module
• WhatsApp integration
• Facebook integration
• Instagram integration

These upcoming features and improvements are part of our ongoing commitment to deliver a robust, user-friendly, and innovative helpdesk solution.

Stay tuned for more updates and keep an eye on our roadmap for additional details. Thank you for being a valued part of the BoldDesk community!

We kindly ask you to provide feedback on features you would like to see in the future.

Give these new features a go!

We are thrilled to bring you these latest updates and improvements, which we believe will significantly enhance your experience with our product.

Our commitment to innovation and user satisfaction drives us to continuously refine and expand our offerings, ensuring that we provide you with the best possible tools and features.

Contact us to arrange a live demo and explore the latest features, allowing you to see firsthand how BoldDesk can transform your customer support. Alternatively, you can sign up for a 15-day free trial today.

As always, your opinion is invaluable to us. We encourage you to explore these new features, share your thoughts, and let us know how we can continue to serve you better.

Thank you for your ongoing support and trust in our product.

Previous s

• BoldDesk Release: May 2024 New Features Update!
• BoldDesk Release: March 2024 Feature Update!
• BoldDesk Release: December 2023 New Features Update!