BoldDesk

BoldDesk® is an omnichannel ticketing system that customer support teams use to track, manage, and resolve issues. Agent tools, automation, and self-service knowledge base software make BoldDesk a help desk platform for organizations of all sizes. The platform includes a 24/7 AI agent that answers customer questions at any time, live chat support, and security controls. BoldDesk is intended for SaaS and technology companies, e-commerce businesses, and healthcare organizations.

BoldDesk’s core features include private notes that keep a record of internal conversations. To keep important tickets visible, users can tag others with @mentions, CC relevant parties, and set themselves as watchers on high-priority tasks. Parent-child ticketing links related issues. BoldDesk’s knowledge base supports self-service for customers and reduces ticket volume. Customers can submit requests through an online portal, email, or phone.

BoldDesk’s ticketing system includes automation features such as canned responses, custom multistep workflows, and automatic assignment and prioritization. With BoldDesk AI, agents can resolve tickets faster and handle greater ticket volumes. The AI Agent addresses routine inquiries and automates repetitive tasks, so human agents handle more complex issues. The AI Copilot drafts replies, summarizes conversations, and shares relevant knowledge base articles. Users can set up context-aware automations through AI Actions, so support teams can update records, trigger workflows, or apply approvals through secure API calls from tickets and chats.

BoldDesk can be customized. White-label options, including custom forms and domain mapping, present the support portal under the business’s own brand. Users can host multiple brands in one help desk under a single account and offer multilingual support for form fields, email templates, and satisfaction surveys. BoldDesk integrates with other tools. Microsoft Teams and Slack connections notify support teams of new tickets, and the Shopify integration displays order information.

BoldDesk includes reporting and analytics in a built-in dashboard for real-time performance data. The dashboard tracks ticket inflow, pending and overdue tickets, and customer satisfaction. User data can be organized by brand, priority, status, source, and other filters. Roles and permissions, IP address restrictions, and brand-based access limit data to authorized users. BoldDesk complies with SOC 2® Type 2, GDPR, and HIPAA.

BoldDesk offers several pricing plans. The Scale plan includes the most commonly used features at a lower cost, for small businesses. The Momentum plan includes the Scale plan features, live chat, AI agents, and custom roles. The Enterprise plan adds multibrand settings, custom dashboards, and scheduled reports for companies with more complex support workflows.