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.
Release Overview
Ticketing System
Ability to Forward Tickets to External Users
Agents can now forward a ticket or a specific ticket message to any agent, customer, or third-party vendor. When a ticket or message is forwarded, a "Forward" activity will be created under the ticket. The person to whom it is forwarded will receive an email.
If the forwarded user is a customer or a third-party vendor, they can't view the forwarded activity in the portal. They can only view conversations v
Artificial Intelligence
Next Generation AI Features
AI features will soon be available as an add-on, in BoldDesk. AI features will be available only in Enterprise or Business Plan additional add-on. For a limited time, we are offering them for free.
AI features can be enabled or disabled in the Admin module.
Ticketing System
Ticket Summarization
The ticket summary can be used by agents to improve their productivity in several ways.
A ticket summary includes the following information:
Identifying t
Multilingual help desk
BoldDesk now supports multiple languages. Currently, it supports the following languages:
English
French
German
Italian
Portuguese
Spanish
Czech
We will be adding support for more languages in the future.
To set up multilingual support, you will need to add a new language in the Language settings page in the Admin module. Once you have added a new language, you can translate the text.
Multilingual support can be set up for the following features:
Customer portal
Agent portal
Fields and