BoldDesk Release: March 2024 Feature Update!

We are excited to announce the latest feature updates in our March ! The BoldDesk team is committed to empowering you with the right tools to provide exceptional customer service.

The March product introduces a set of new features and improvements that result from invaluable user feedback and the most recent developments in customer service.

Let’s explore BoldDesk’s latest features!

General

The following general updates have been made:

Dark theme option in the agent portal

Agents have been provided with a dark theme for the agent portal.

An improved design of the agent portal

The overall appearance of the agent portal has been improved. Further improvements are underway and will be published in upcoming s.

Additionally, admins now have more options for customizing colors via the agent portal settings.

Artificial Intelligence

The following new feature has been added to BoldDesk.

AI-powered chatbot (beta)

An AI-powered chatbot has been implemented to support agents with ticket responses.

Agents can pose questions, and the chatbot generates answers using information from knowledge base articles.

Ticketing system features

The following features have been implemented in the ticketing system.

Play audio files directly within tickets

Previously, users had to download audio files attached to tickets to listen to them because no preview option was available.

Now, users can play audio files directly within tickets without the need to download the file.

When integrating a voice note message from another system using the REST API, the audio file will render using the browser’s default audio player if it is in the proper format.

Additional fields in the advanced ticket filter

Additional fields have been added in the worklog advanced filter to allow users to retrieve data on total logged hours and billable hours.

For example, to search for tickets that do not have a worklog, you can use the filter Total Hours Logged set to Is empty.

Bulk restoration of deleted tickets

You can now restore many soft-deleted tickets simultaneously.

Copy a ticket message

The new Copy Message option lets users to quickly copy and share a ticket message via other apps.

Integrations

New integrations have been implemented to ensure BoldDesk functions smoothly with other productivity tools.

Mailchimp integration

Users can now integrate BoldDesk with Mailchimp. This integration enables users to perform the following actions directly from BoldDesk:

• View all campaign details
• Manage mailing lists
• Add or remove subscribers from Mailchimp audience lists

Microsoft Entra ID (Azure AD) integration

BoldDesk now integrates with Microsoft Entra ID. This incorporation allows users to create and synchronize user accounts directly from BoldDesk.

The following are key capabilities of this new integration:

• Add and synchronize users as both contacts and agents
• Effortlessly create users
• Instantly remove user access
• Maintain synchronized user attributes between Microsoft Entra ID and BoldDesk

Create BoldDesk tickets from Microsoft Teams

You can now conveniently create BoldDesk tickets within Microsoft Teams. This update helps users save time creating a ticket.

Knowledge base

The following are the latest features that have been added to the knowledge base software.

Brand-based filter support for deleted articles

The new brand-based filter allows you to filter deleted knowledge base articles based on their brand.

Insert language-specific articles in ticket replies

We’ve provided the option to specify the language when inserting knowledge base articles in ticket replies.

Mobile application

The following new features updates have been added to the BoldDesk mobile application.

Explore the requester’s profile and view their tickets

Agents can now view a ticket requester’s profile and their tickets directly from the mobile app.

Create views in activities

Previously, the ability to create and save frequently used filter sets in the Activity page was only available through BoldDesk’s website.

This feature has been incorporated into the mobile application now, as well.

Include the activity status when adding comments

You can now easily change the activity status when adding comments to activities.

Automation

The following functionality has been added to make BoldDesk automations more efficient.

Add activity from automation rule

Users can now specify the task type after setting the conditions for ticket automation.

Email

The following features have been added to the email system.

IMAP support

IMAP support has been enabled to allow you to synchronize emails from a personal email address to BoldDesk tickets.

Activity module

The latest features that have been added to the activity module include:

Improvements in the activity module

• You can now update a ticket status while replying to comments in the activity module.
• The last selected activity-type filter will now remain selected.
• Users can now turn off permissions for certain roles.

Approval module

The following updates have been added to the approval module.

View all approval requests

An All Approvals option has been introduced in the approval module that allows users to view all approvals.

You can also disable the visibility of the approval module and control who can view the entire list of approvals.

Reports and analytics

The following new features have been added to the analytics dashboards and reports page.

General improvements

We have made the following improvements in the reports module:

• A multi-select option in the agent performance report is now available for agents and groups.
• The customer satisfaction report now includes a new field for Rated by.
• The contact performance dashboard now supports grouping by the category field.
• The Ticket ID field has been added to the advanced search in the report module.
• The advanced filter includes new fields, contact tags, and contact group tags.
• Hyperlink support has been added to the ticket export function.
• We’ve updated the SLA stats widget logic for SLA Achieved tickets, counting achievements and breaches differently.
• The worklog report has a new Group by field for Ticket/Activity linked tickets.
• A new column, Total Tickets, is now included in the widget for SLA achieved versus breached tickets on the SLA dashboard.
• All reports now adhere to ticket access scope and brand-level data restrictions.
• The export option is available for all tables.

Time format updates across all reports

Time format adjustments have been made for time fields in all reports.

When users export reports to Excel, the date-time fields now adhere to the time zones specified in their profile.

Home page updates

The following new features have been added to the home page.

Retention of the previously selected columns in grid view

Previously, selected columns from the column chooser were not retained. To help save time, the last selected columns now remain selected in the browser.

Search private note messages

A Private Message filter has been added to let you search for content within private messages.

Admin module updates

The admin module has been updated to improve the user experience further.

Additional configuration options in the worklog settings

More configuration options are available in the worklog settings.

Administrators now have the options to:

• Make it mandatory to add time spent when adding replies or notes
• Make it mandatory to add a description
• Set the default worklog type as billable or nonbillable

Enhanced control over closed ticket actions

There are new settings for the Closed ticket status. Admins can set the following ticket actions to occur whenever an end user replies to a closed ticket, either via email or the customer portal:

•  Automatically change the Closed ticket status to Open
• Display a message instructing the end user to create a new follow-up ticket (the ticket fields will be non-editable in the customer portal)
• No changes should be made to the ticket status

Support for IP restrictions in both the agent and customer portals

An IP Restriction tab has been added to implement IP-based restrictions.

This enhanced security feature allows administrators to restrict access to the agent or customer portal based on specified IP addresses and ranges.

Edit the profiles of deactivated agents

Previously, users could not edit the profiles of deactivated agents. The Edit Agent button has been added to allow administrators to edit the profiles of agents that have been deactivated.

Support for the traditional Chinese language

BoldDesk now supports the traditional Chinese language. This addition brings the total number of supported languages to 27.

Importing agents and groups

Administrators can now import agents or agent group data from an Excel file.

What’s coming next?

Soon, we will launch a live chat module as well as WhatsApp and Facebook integrations.

Explore these new feature updates!

We are confident that these latest features will empower your support teams to consistently deliver top-notch customer experiences.

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.

Previous s

• BoldDesk Release: December 2023 New Features Update!
• BoldDesk Release: November 2023 New Features Update!
• BoldDesk Release Announcement: September 2023 New Features Update!
• BoldDesk Release Announcement: July 2023 New Features Update!
• BoldDesk Release Announcement: May 2023 New Features Update!
• Release Announcement—March 2023 New Features