Live Chat
Introducing the new live chat feature with WhatsApp and Facebook Integration
Elevate your real-time customer support with BoldDesk’s new Live Chat feature. Discover all the details in our latest release notes here.
Ticketing System
Ticket Templates Feature
We have introduced ticket templates to boost agent productivity by enabling the quick creation of tickets. Agents can create and save a ticket template with prefilled information. When creating a ticket, agents can select an appropriate
We are thrilled to introduce the new Live Chat feature in BoldDesk, crafted to elevate your customer support and deliver real-time assistance to your clients. This powerful tool allows you to manage live chat interactions seamlessly within BoldDesk, enhancing your support process and significantly reducing response times. Learn More
Key features:
Real-time chat support:
Effortlessly integrate live chat support into your website to provide immediate responses to customer inquiries, boosting satisf
Release Overview
Ticketing System
Introducing a new Multi-Form feature for tickets
With the new multi-form feature, brands can now utilize multiple ticket forms instead of being limited to a single fixed form. This feature is available only in the Enterprise/Business plan.
When multi-form is enabled and multiple forms are mapped to a brand, users will see a new "Form" field that allows them to select the appropriate form when creating a ticket. This field is visible in both the customer a
Release Overview
Admin
Agent Shift Management
The agent shift system efficiently manages the work hours of support teams, dynamically adjusting agent availability based on their scheduled shifts. When agents are assigned shifts according to their allocated hours, the system updates their availability status automatically.
This streamlines the auto-assignment process, distributing support tickets to available agents and resulting in faster and more efficient customer service responses.
Load Based Au
Ticket approvals module
We've enhanced the mobile app by integrating the Ticket approvals module, previously exclusive to the web version of the agent portal. With the Ticket Approval feature, your agents can conveniently create approval requests directly within the context of their tickets. Here are some examples:
Requesting approval from a manager for a 30% discount to be applied to a customer.
Seeking approval from a manager for the purchase of new hardware.
Personalize portal settings from m
Release Overview
General
Enhancements in the design of the agent portal
We have redesigned the overall appearance of the agent portal. Further improvements are underway and will be made available in upcoming releases.
Additionally, admins now have more options for customizing colors via the agent portal settings. A new "Theme Color" has been introduced, allowing you to customize the colors of all elements. Previously, only the sidebar color was supported.
Soon, we will extend this support
Mobile app
Contact & Contact groups
The Contact & Contact Groups module, which was previously exclusive to the web version of the agent portal, has now been integrated into the mobile app. Users can now create, edit, search, and filter contacts directly from their mobile devices.
Add / remove watcher in ticket and activity
Introducing the Watcher Feature in our mobile app! Enhance collaboration by effortlessly adding or removing watchers to tickets and their activities, ensuring crucial tea
Release Overview
Mobile app
Activity module included in the mobile application
The activity module, which was previously exclusive to the web version of the agent portal, has now been integrated into the mobile app. Agents have the flexibility to monitor and handle their activities anywhere and receive instant updates on them right from their mobile devices.
Improved User Interface (UI) for the Switch Account feature
We've revamped the UI for the Switch Account feature to provide a more intui
Release Overview
Ticketing System
Additional configurations to manage CC field
The option to manage the configuration for the CC field at the organizational level has been provided. This can be accessed via Admin > General Settings.
Contact Module
Advanced filters and views support for Contact module
The Contact module has been updated to include advanced filtering support, functioning in a manner similar to ticket filtering. These filters can also be saved as views.
Activity Module
Worklog opti
Multilanguage
Additional Language Support
13 new languages have been added to the BoldDesk. This brings the total number of BoldDesk-supported languages to 26. For a complete list of supported languages check this page.
These additional languages include
Bulgarian
Chinese
Danish
Dutch (Netherland)
Greek
Hungarian
Malay
Russian
Romanian
Thai
Turkish
Ukrainian
Vietnamese
Ticketing System
Agent Signatures Support
When an agent opens a reply editor of a ticket, these signatures are automatically filled in editor.