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Welcome to an exciting first look at what’s coming your way in BoldDesk! This November sneak peek offers a glimpse at the most recent updates and new features we’ve been working on for you.
We’re thrilled to show you how our latest developments will elevate your experience.
Get ready for updates in the following areas:
Prepare to explore, feel inspired, and enjoy the ride with us as we uncover what is ahead!
Ticketing system
Say hello to a smarter way to manage customer inquiries! Our latest ticketing system updates are designed to streamline support, organize requests, and empower your team to respond faster and more effectively.
Receive instant alerts directly within the app
With our brand-new in-app notifications feature, agents will be able to instantly receive updates on tickets, approvals, and chats. They won’t need to rely solely on email alerts.
Customize alerts to keep your inbox focused on what matters
This feature enables you to customize your email notifications to suit your needs. Agents will be able to turn them on or off at the individual user level.
Keep your inbox organized by disabling unnecessary alerts, so you can focus on the updates that matter to you.
Gain clarity with the new detailed ticket view feature
Get a clearer, more comprehensive look at each ticket with our new detailed ticket view. Experience an Outlook-style interface for managing and reviewing tickets.
This new layout provides an expanded, organized view of ticket details, helping agents navigate and address tickets more efficiently.
Refine follow-up questions to boost survey accuracy
Based on valuable user feedback—positive and negative—we now offer the ability to prompt additional follow-up questions in customer satisfaction surveys.
This feature lets you gather more detailed feedback and clarify answers, helping you enhance user satisfaction and drive continuous improvement.
Integrations
Feeling overwhelmed with too many systems to manage? New BoldDesk integrations let you do more in one place, enabling you to focus on providing the best customer service.
Aircall integration for effortless communication
Agents can make and receive calls right within BoldDesk, with all call details automatically logged as tickets or activities.
Key features:
- Seamless call functionality, including call conferencing and advanced IVR processes.
- Effortless call forwarding, voicemail support, and easy assignment of available agents.
- Admins can organize departments by phone number for streamlined management.
WooCommerce integration for instant access to customer and order details
WooCommerce is an e-commerce platform. Elevate your customer support by integrating your store with BoldDesk, providing seamless access to detailed customer and order information.
Key features:
- Access to your store’s detailed customer information in BoldDesk.
- Real-time visibility into customers’ last five orders, including purchased items, pricing, shipping charges, and discounts.
Enhance your support team’s efficiency with unified WooCommerce and BoldDesk integration, so you can provide a personalized, data-driven experience to every customer.
Stripe integration for fast, secure payments
Stripe is a secure payment platform that integrates seamlessly with BoldDesk, providing instant access to customers and subscription details for simplified payment tracking and subscription validation.
Key features:
- Easily manage multiple accounts from a single platform.
- Instantly access customer info, subscriptions, invoices, and payment history right in BoldDesk.
- Handle cancellations, refunds, and subscription payments without leaving BoldDesk.
Streamline your support and billing workflows with Stripe and BoldDesk—a powerful combination for efficient, hassle-free management.
Effortless scheduling with Office 365 Calendar integration
The BoldDesk and Office 365 Calendar integration enables agents to flawlessly sync tasks with their Office 365 Calendar in real time.
Key features:
- Synchronize the activity task type with the Office 365 Calendar as events.
- Receive automatic notifications for task events once enabled and authorized in personal settings.
Stay organized and on top of every task with smooth, real-time synchronization—empowering agents to stay efficient and proactive.
Omnichannel
Deliver smooth, connected support across every channel your customers use with our omnichannel solution. Engage with customers through email, chat, social media, and more—all from one unified platform.
Twilio SMS integration for instant communication
Boost customer engagement with our Twilio SMS integration!
Connect directly with customers via SMS for instant, impactful communication, and easily share multimedia content to create a richer, more useful experience.
Turn Instagram comments into real-time chat conversations
Engage with your audience via comments converted into real-time chats in BoldDesk.
Automation
Elevate the way you handle tickets with BoldDesk automation rules, enhancing workflows by taking over tiresome tasks at every stage of a ticket.
Get one-click solutions for repetitive tasks with macros
Macro triggers simplify and speed up ticket management. They empower agents to handle repetitive tasks effortlessly, performing predefined actions with a single click.
Examples of these actions are assigning tickets, updating properties, sending email notifications, adding notes, creating activities, initiating approvals, and sharing tickets.
Artificial intelligence
BoldDesk’s artificial intelligence features get smarter and better with the following feature updates.
Get smart, fast support with AI agent
We are excited to introduce the AI agent in our web widget! Now, users can connect directly with the AI agent for quick answers to their simpler questions.
This helps to reduce the support traffic drastically and allows support agents to focus on more complex issues.
Experience better results with new AI agent and copilot knowledge sources
We have added two powerful new knowledge sources to boost our AI’s capabilities:
- Web pages
- Files (PDFs)
With these additions, BoldDesk’s AI is now more informed than ever. It’s ready to provide richer, more accurate responses by drawing directly from your web content and document resources.
Optimize your replies with new review response feature
Empower your support staff with our enhanced AI review feature! Now, agents can verify the correctness and completeness of their responses by previewing them using this new feature before posting to tickets.
The AI review provides:
- Addressed points: Key issues that have been covered.
- Unaddressed points: Any items needing additional attention.
- Suggested response: A ready-to-go, polished reply.
With this feature, agents can deliver thorough, thoughtful responses every time, making customer support smoother and more effective.
Tailor AI actions to your needs with custom prompts
With the new custom prompt feature, users can create their own prompts to perform AI-driven actions, such as reviewing agent responses, summarizing tickets, or gauging customer mood.
This feature puts the power of customization in agent hands, making your AI support more responsive and perfectly aligned with your workflow.
The following feature updates have been added to BoldDesk’s email support.
Global BCC email support
We’ve introduced a dedicated email notification to alert agents when they’re specifically mentioned in ticket events.
This way, they never miss an important update, ensuring a quicker, more responsive support experience.
Mobile app
The BoldDesk mobile application is designed to keep you connected, productive, and responsive from anywhere.
Enhanced responses with AI assistance
Our mobile app now features AI assistance, giving agents the ability to rephrase, elaborate, shorten, or translate responses effortlessly.
Select from standard, fluent, and professional tones to craft replies that suit any situation. Deliver polished, on-brand responses in seconds—wherever you are!
Get instant notifications with @mention
The @mention feature, previously only on web, is now in the mobile app. Effortlessly notify members directly from your phone, keeping everyone in the loop!
Experience the app in your preferred language
We’re excited to announce the launch of multilingual support in our mobile app! This update allows users to experience the app in their preferred major language.
Enjoy a more customized and accessible user experience, wherever you are! Agents can change their preferred language settings in their profile.
Currently, BoldDesk supports the following languages:
- English
- Bulgarian
- Chinese (Simplified)
- Chinese (Traditional)
- Czech
- Danish
- Dutch
- Finnish
- French
- German
- Greek
- Hindi
- Hungarian
- Italian
- Japanese
- Korean
- Malay
- Norwegian
- Polish
- Portuguese
- Romanian
- Russian
- Spanish
- Swedish
- Thai
- Turkish
- Ukrainian
- Vietnamese
Experience greater performance in Ticket and Activity detail pages
We’ve enhanced the performance of the Ticket and Activity detail pages for quicker load times and a more responsive experience. Navigate and manage details effortlessly with optimized speed and improved functionality.
Boost productivity with ticket templates
The ticket templates feature is now available in the mobile app, enabling agents to create tickets faster than ever. Agents can save templates with pre-filled information and select the best template for each new ticket, streamlining ticket creation and saving valuable time.
Faster replies with fewer clicks
We’ve redesigned the app layout to simplify your workflow, putting all essential tools right at your fingertips. With fewer clicks and quicker access, responding is easier for agents.
Effortless gesture navigation
Navigate the app with ease using our refined gesture support—just swipe to move smoothly between tabs.
Get ready to try out these new features!
As we conclude this exciting November sneak peek, we hope you’re looking forward to the wonderful new features that will soon be within your reach.
From better AI functionalities to real-time agent notifications, November is set to bring even more efficiency, convenience, and personalized experiences to your workflow.
Contact us for a 30-minute live demo if you haven’t already, so you can see how BoldDesk can be tailored to your particular requirements and workflows. Or try it out for yourself by registering for a free 15-day trial.
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