Release Overview

This release brings over 75 standout feature updates!

Live Chat 

Live Chat Updates 

Discover all the details related to chat module in the release notes here. 

General

In App Notification 

Previously, only email alerts were available for event notifications. Now, we are introducing in-app notifications for real-time alerts. 

With in-app notifications, you can enjoy a highly customizable experience tailored to your preferences. Agents can easily adjust the notification settings in their

Custom fields in chat conversations 

Custom fields in chat conversations allow users to capture and configure additional information tailored to their specific needs. These user-defined fields provide flexibility and customization, allowing data collection that aligns with various use cases. In addition to basic field creation, the chat module now supports advanced settings to enhance usability. They include: 

• Field Display - Shows or hides specific fields based on predefined conditions, ensuring

Release Overview

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 selec

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