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 to customize the color of elements for the customer portal app in an upcoming release.
Dark theme option in the agent portal
An option to choose a dark theme has been included in the agent portal. This new feature allows agents to switch to a dark theme via the profile menu. The feature is being enhanced and existing glitches will be addressed in our upcoming releases.
Admin
Additional configuration options in the worklog settings
We have introduced additional configuration options to manage worklog settings.
Admins now have the options to:
Make it mandatory to add time spent when adding replies or notes.
Make it mandatory to add description.
Set the default worklog type as billable or non-billable.
Enhanced control over closed ticket actions
We have added new settings for the 'Closed' ticket status which can be accessed via Ticket -> Fields -> Status -> Edit 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 transition the 'Closed' ticket status to 'Open'.
Create a new follow-up ticket (The ticket fields will be non-editable in the customer portal)
No changes should be made to the closed ticket.
Support for IP restrictions in both the agent and customer portals
An option 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, editing the profiles of deactivated agents was not supported. Now, we have added the option that allows administrators to edit 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. Checkout list of supported languages here.
Import agents and groups
We have added an option that allows administrators to import agents or agent group data from an Excel file.
Ticketing System
Play audio files directly within tickets
Users can now play audio files directly within tickets without the need for downloading the file.
When integrating a voice note message from another system using the Rest API, the audio file will be rendered using the browser's default audio player if content is added in the proper HTML format.
Additional fields in the advanced ticket filter
We have introduced additional fields in the worklog advanced filter that allow users to retrieve data on Total Logged Hours and Billable Hours.
Use Case: To find a ticket without a worklog, you can use the filter 'Total Hours Logged' 'Is empty'.
Support for bulk restoration of deleted tickets
We have introduced an option that allows users to perform bulk restoration of soft-deleted tickets.
Copy a ticket message
We have provided an option that allows users to copy the ticket message for sharing.
Home page
Retention of the previously selected columns in grid view
Support for searching private note messages
An option has been provided to search content in private notes within the global search.
Reports
Improvements in the reports module
We have made the following improvements in the reports module:
Multiselect option now available for agents and groups in the agent performance report.
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.
New fields, contact tags, and contact group tags have been included in the advanced filter.
Hyperlink support for important field has been added to the ticket export function.
Updated the SLA stats widget logic for SLA Achieved tickets, counting achievements and breaches differently.
Worklog report has a new "Group by" field - Ticket/Activity linked ticket.
A new column "Total Tickets" is now included in the SLA achieved Vs breached tickets widget 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 exporting reports to Excel, date-time fields now adhere to the time zone that is specified in the user's profile.
Approval
View all approval requests
An option has been introduced in the approval module that allows users to view all approvals.
The control over who can view the entire list of approvals is managed through the Roles and Permissions module. Furthermore, users can now disable the visibility of the approval module via the permission module.
Activity Module
Improvements in the activity module
Support has been added to update the status while replying to comments in the Activity module.
The last selected activity type filter will now remain selected.
Waiting for the Requester is mapped to the Hold Status Category instead of the Pending category. So, waiting for requester activities will now not be listed under the My Pending default activity filter. However, there is an option to create a new filter based on your needs.
Besides, users can now turn off permissions for certain roles
Introduction of IMAP Support
We have enabled IMAP support that allows users to synchronize emails from the inbox to BoldDesk tickets.
Artificial Intelligence
Introduction of a Chatbot (Beta) for agents
We have introduced an AI chatbot to assist agents in replying to tickets. Agents can ask queries, and responses are generated based on knowledge base articles.
The AI Chatbot feature is only available in the Enterprise/Business plan. To use this feature, the admin has to enable it from the Admin panel
Automation
Add activity from automation rule
The Create and Update trigger automation now supports the addition of the task type to a ticket if certain conditions are met.
Integration
Mailchimp integration
The integration with Mailchimp enables you to manage campaigns and mailing lists directly from BoldDesk.
The following are key features of this integration:
View all campaign details.
Manage mailing list details.
Unsubscribe audience members from BoldDesk.
Add new subscribers to your Mailchimp audience lists.
Microsoft Entra ID (Azure AD) integration
The integration of Microsoft Entra ID allows the automatic synchronization of user accounts with BoldDesk.
The following are key features of this integration:
Seamlessly synchronize users as both contacts and agents.
Effortlessly create users within BoldDesk.
Instantly remove user access when no longer required.
Maintain synchronized user attributes between Microsoft Entra ID and BoldDesk.
Create BoldDesk tickets from Microsoft Teams
Microsoft Teams has introduced a feature that allows users to create BoldDesk tickets directly within the platform.
Knowledge Base
Brand based filter support for deleted articles
Users can now filter the deleted knowledge base articles based on their brand.
Insert language-specific articles in ticket replies
We have provided the option to specify the language when inserting knowledge base articles in ticket replies.
Mobile app
Explore the requester's profile and view their tickets
We have added an option that allows users to view a ticket requester's profile and their tickets directly from the mobile app.
Create views in activity
We have introduced a feature for creating and saving frequently used filter sets in the activity page for easy access in the future. This functionality was only available in the web application. It has now been incorporated into the mobile platform.
Update the activity status when adding comments
We have added a functionality that allows users to easily update the activity status when adding comments to activities.
New Data Centre region
We've introduced a new data center region in Australia, specifically in Sydney. Currently, our supported data center regions include the United States, Europe (Netherlands), and India.
What's coming next?
Soon, we will launch our Live Chat Module, WhatsApp and Facebook integrations. More details can be found in our roadmap page.