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Been anticipating BoldDesk updates? Your wait is over! We’re thrilled to announce the latest features update in our May !
At BoldDesk, we understand that the heart of exceptional customer service lies in the tools that empower it.
This is the reason we relentlessly gather user feedback, analyze emerging market trends, and continuously introduce new features to ensure our customer service software is even more reliable, efficient, and delightful to use.
This product  gives an overview of the latest features and functionalities that have been added to BoldDesk.
Admin module updates
The admin module has been updated with new features to further enhance its functionality and the user experience.
Automatically update the agent’s availability status
The agent shift system has been updated to efficiently manage the work hours of support agents.
As soon as agents are allocated to shifts, the system automatically adjusts their availability status to align with their assigned shift timings.
This latest feature will streamline the auto-assignment process, only distributing support tickets to agents that are available and result in faster and more efficient customer service responses.
Ticket auto assignment based on agent workload
Unleash peak performance across your support team with our new load-based automatic assignment system!
This new feature balances ticket workloads to eliminate agent burnout and ensure that every team member operates at their best.
It will also guarantee faster response times and higher customer satisfaction, as tickets are less likely to be delayed by an agent with a high workload.
Two-factor authentication support for agent portal
We have enhanced security in BoldDesk by introducing Two-Factor Authentication (2FA) for agents. This new feature adds an additional layer of security during login.
In addition to your password, you will be prompted to enter a security code from your authenticator app.
Administrators also have the option to make it mandatory for all agents to enable 2FA, further strengthening the system’s security.
Securely access IMAP settings in BoldDesk
We have implemented support for Microsoft OAuth Authentication in BoldDesk to facilitate the configuration of IMAP.
This means that you can now use your Microsoft account credentials to authenticate and securely access your IMAP settings within BoldDesk.
OAuth provides a secure method for authentication without the need to store or share your password, enhancing the security of your data.
Custom CSS and JS support in the customer portal
An option has been introduced in the customer portal settings to enable minor adjustments using custom CSS or JS specifically for the customer portal.
New configuration settings for ticket fields
A new setting has been introduced for ticket fields called “Mandatory for any status change.”
When enabled, agents will be required to fill in this field whenever any ticket status is changed.
This configuration helps prevent missing mandatory field data, especially when status updates are the only changes made.
View a list of blocked email recipients
BoldDesk’s system for tracking email delivery usually prevents emails from being sent to certain recipients if issues like ’email not found’ or ‘access denied’ occur.
Consequently, these recipients are excluded from future messages sent via the BoldDesk platform.
We’ve introduced a new page that displays a list of such blocked email recipients.
Should you discover that a recipient has been mistakenly blocked, please contact the BoldDesk team to request the removal of the block.
New Settings for ignoring auto suspension of emails
By default, the inbound email processor applies certain rules and suspends tickets that do not meet these criteria.
We have introduced a new inbound email processing setting that prompts the system to skip specific spam filtering checks.
Integration
No more switching between different platforms—streamline your tasks all in one place.
Additional integrations have been implemented in BoldDesk to guarantee and even more interconnected system that maximizes efficiency and boosts your team’s performance.
HubSpot CRM integration
BoldDesk now seamlessly integrates with HubSpot.
This new integration will enable your support team to carry out the following activities from BoldDesk:
- View HubSpot contacts, companies, and deal information
- Add new contacts, deals, and companies to HubSpot.
- Send newly created and solved/closed ticket details to HubSpot as activities.
Exotel/Ameyo phone call integration
Elevate your customer engagement with Exotel’s BoldDesk integration! You can conveniently make and receive calls and track your call history in real-time right within BoldDesk.
The following are the key capabilities of this integration: Â
- Call and connect with customers instantly from BoldDesk
- View and manage call histories
- Automatically record all outgoing calls and listen to the recordings later
- Automatically generate tickets for outbound, inbound, and missed calls
- Add a note feature when manually creating tickets
Artificial Intelligence
The following artificial intelligence features have been added to BoldDesk.
AI features available in the Growth/Pro plans
The cutting-edge AI capabilities you’ve been eyeing are now available for all our Growth/Pro plan subscribers!
Previously, these features were only exclusive to Enterprise/Business plans.
We’re offering these incredible AI features as a complimentary add-on for a limited time only.
So, don’t miss out on this opportunity to drive your business growth with the power of AI – upgrade your plan today and start transforming your strategies with intelligence!
AI Copilot chatbot enhancements
To improve the quality of responses, we have integrated AI Copilot with the Microsoft Azure AI service.
This improvement is set to improve the effectiveness and precision of the chatbot- exactly what you need to supercharge your customer support.
Review Copilot’s unanswered queries
You can now review the questions that stumped your AI assistant and turn them into opportunities for growth.
This new feature will help administrators pinpoint knowledge gaps and improve their knowledge base so it is a reliable data source for Copilot.
Feedback option in the responses generated by AI Copilot
We have introduced a new feature that enables agents to provide feedback on the answers generated by AI Copilot.
This feedback can then be utilized to enhance the system’s performance and improve future responses.
Don’t just meet expectations,exceed them with a smarter, more responsive AI assistant.
Enhanced access controls to AI features
To manage access to AI features, permissions have been added to the roles and permissions module. This allows you to control which agents can access these features.
Reports and analytics
BoldDesk’s robust reporting and analytics dashboards display detailed insights of individual agents and collective team performance, overall help desk effectiveness, and customer satisfaction.
The following features updates have been made to the reporting module.
Activity dashboard
A new dashboard has been introduced for the activity module. You can track your progress with insights into newly created activities, the pending comments awaiting your input, and celebrate your achievements with a clear view of closed activities.
Other additional improvements in the reports module
Just like in the other reports, we’ve introduced the advanced filtering option in the CSAT report as well.
Managers can now track the availability status of agents who are online, thanks to the new widget in the support monitoring dashboard.
 Additionally, new widgets have been added to the agent performance dashboard to:
- Give you a sneak peek into your activities
- Allow you to quickly view a consolidated performance of agents
Ticketing system features
Our advanced ticketing system is designed to streamline the way you manage customer inquiries, from seamless ticket creation to efficient allocation, swift resolution, and effortless tracking.
The following features have been added to make it even more robust.
Attach files when forwarding a ticket
Experience seamless support like never before! You can now effortlessly attach and forward files directly with your tickets.
And because your business is on the go, we’ve extended this feature to our mobile app as well to ensure you conveniently escalate tickets from a single screen.
Text editing options when replying to tickets
To enhance the user experience, we have introduced a shortcut that allows users to quickly access editing options when replying to tickets.
Besides, developers can insert code snippets directly into the reply box via the enhanced text editor.
Activity module
The following feature updates have been added to the activity module.
Enhanced control access to activitiesÂ
Users have the flexibility to control access to activities within the module.
Whether you want to grant access to all activities or only those created, assigned, or added as a watcher to specific agents, our enhanced access controls empower you to tailor permissions as you deem fit.
Additional search filters
We’ve expanded the search options with additional fields and a wider broader of operators, empowering you to fine-tune your filters with precision.
Approval module
The following update has been made in the approval module to improve the agent experience.
View approval request notifications
Agents can instantly be alerted on action items to ensure they never miss an approval request.
Enhanced text format options
The approvals module now supports rich text formatting. This means you can enhance your approval descriptions with bold text, italics, bullet points, and more, making them more visually appealing and engaging for your team.
With this update, you have the flexibility to customize your approval descriptions to better communicate important information and streamline your workflow.
Agents can also upload files directly with your approval requests, streamlining your process and enhancing collaboration.
Knowledge base
Our knowledge base software has been enriched with the following latest features to boost your self-service and knowledge sharing efforts.
Additional filter for accessing articles pending review
A new “My Review” view filter has been added to the article category listing to allow agents to quicky access articles that are under their review.
Enhanced article sorting
Discover a more personalized browsing experience on our article list page!
Now featuring advanced sorting capabilities, you can organize content by popularity or engagement—choose to see what’s trending with our view count filter or dive into the most talked-about articles with our comment count sorter.
Mobile app
We’ve added a suite of new features to our mobile app to revolutionize the way agents provide support on the move.
Stay informed with real-time approval notifications
Users can get real-time notifications as soon as their requests get approved. They also have the ability to personalize the approval notifications to their preferences.
What’s coming next?
The BoldDesk team consistently exceeds expectations in developing and implementing these innovative features.
But the journey doesn’t end here.
Soon, we will launch the following features:
- A live chat module
- WhatsApp Integration
- Facebook integration
Take a look at this roadmap to learn more. Is there a feature you’d love to see? Request it here!
Try out these new features!
BoldDesk remains a steadfast partner in your mission to provide unparalleled customer service. Our promise to you is a product that is not just reliable, but also worth every penny.
We’re confident that these latest features will make your customer service operations smoother, more intuitive, and more impactful than ever before.
Get in touch with us to set up a 30-minute live demo to try out these new features and experience firsthand how BoldDesk can be customized to fit your unique needs and workflows. Or sign up for a 15-day free trial today.
You can help ensure that these new features truly hit the mark. Kindly take a few minutes to provide feedback on your experience in the comment section below.
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