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.
The signatures can be set up either globally across the brand or individually for each agent.
Global Level Configuration
Personal Settings
Print ticket capability
This feature allows users to print tickets. Tickets can be printed from either the customer or agent portal.
Instant access to requester's details in card view
This feature gives users instant access to requester's details in card view. Users can view requester details by hovering the cursor over the requester's name.
Ability to track ticket requester's IP and browser details
This feature allows you to view the requester's IP address and browser details for easy troubleshooting.
New icon for skipped email notifications
This new feature displays an icon for indicating the skipped email notifications.
Creating a child ticket from a parent ticket
This feature provides a simpler way to create a child ticket from a parent ticket.
Additional "In Group" operator support in ticket filter
The "In Group" operator has been added to the ticket advanced filter. It works with the following user-based fields:
Agent
Requester
CC
Watcher
Mentioned User
Created By
Last Replied By
Last Modified By
Participated in Private Conversation
Using this filter, tickets can be filtered by group members.
For example: Applying the filter Agent "In Group" Finance Department will show tickets assigned to any agents within the finance department group, instead of just showing tickets specifically assigned to the finance department group.
New configurations and settings for custom fields
The following two configuration settings for ticket fields have been introduced.
Field visibility option in the ticket creation page: controls whether or not a field is visible in the create screen.
Option for editing fields after creation: controls whether or not fields can be modified once a ticket has been created.
Resolution due and Priority field additional configuration settings
Configuration settings have been added to enable users to:
Include the Resolution Due field when creating tickets
Access and edit the Priority field on the customer portal
Additional fields in the advanced ticket filter page
The following additional fields have been added to the ticket advanced filter.
Has Any Attachment
Attachments Count
Has Any Activity
Activities Count
Has Any Approval Requests
Approval Requested Count
Approval Approved Count
Approval Rejected Count
Additional fields in the ticket export page
The following additional fields have been added to the ticket export.
First Assigned Time
First Response Time
Response Achieved Count
Response Breached Count
Resolution Achieved Count
Resolution Breached Count
SLA Achieved Count
SLA Breached Count
Reopen Count
Activity Module
Ability to add custom activity types
This update allows the addition of custom activity types. A total of ten types can be added.
New custom activity types can be created by navigating to the Admin module > Activity Fields > Types.
Ability to save activity filters as views
This update lets users save activity filters as views, similar to ticket filters.
Inclusion of email delivery logs in the activity module
The delivery logs feature has been included in the activity module.
Ability to customize activity email templates
Users can now customize activity email templates. To utilize this feature, navigate to the Admin module > Email Notifications module.
Description field is optional in activity module
Now, it is also possible to create an activity without entering a description.
Approval
Ability to send approval reminder emails
This new feature allows users to send a reminder email to the approver.
Webhooks support for approval module
Approval events have been incorporated into webhooks. This update facilitates the transmission of real-time data from the approval module to external applications.
Knowledge Base
Knowledge Base article support in embeddable widget & webforms
The knowledge base article can now be embedded in other applications using Embeddable Widgets and Webforms.
This feature promotes self-service by providing easy access to knowledge base articles.
Ability to Import KB document from word or markdown file
This feature allows users to directly import KB articles from existing word documents or Markdown files. It eliminates the need to retype content when creating and editing articles.
Ability to make SEO fields mandatory for articles
This new feature allow users to make SEO fields mandatory for articles. This rule is only applicable to articles that are publicly accessible.
Integration
Integration of Shopify with BoldDesk
Users can now integrate BoldDesk with the Shopify app. This new integration offers easy access to data about customers and their orders.
The following are the key features and advantages of this integration:
Enhanced support for connecting multiple stores.
Seamless access and retrieval of comprehensive customer information.
Real-time access to a customer’s recent orders including item purchases, pricing, shipping charges, and discount details.
Comprehensive overviews of the customer’s entire order history.
Dashboard
Dashboard underlying data now supports viewing additional ticket fields
This feature allows users to select extra custom fields in underlying data for dashboard widgets.
Advanced filters for worklog reports
The Worklog report now includes advanced filters.
Customer Portal
Background image support for the customer portal banner
You can now add an image to the banner of your customer portal to reinforce your brand. A default image will be displayed if no background banner image is chosen.
Ability to update customer profile information, including custom fields.
This update allows customers to update their profile information, including custom contact fields. The visibility of these fields can be managed from the admin panel.
Customer Profile Page
Admin
Option to turn off SLA
This updates provides the option to turn off the default SLA. SLA will not be imposed on tickets unless users set up one. It helps to allocate SLAs to tickets assigned to a specific department responsible for customer interactions.
General
Option to transfer organization ownership
This update gives organization owners the option to seamlessly transfer the ownership of their accounts to another person.
Rest APIs
To prevent XSS attacks, HTML inputs to Rest APIs should be passed as HTML encoded.