BoldDesk

BoldDesk® is an omnichannel ticketing system that helps customer support teams track, manage, and resolve issues. With smart tools for agents, automation capabilities, and self-service knowledge base software, BoldDesk is a help desk service platform for organizations of all sizes. The platform offers a variety of features, including a 24/7 AI agent to answer customer questions at any time, live chat support, and robust security. It’s presented as ideal for SaaS and tech companies, e-commerce businesses, and healthcare organizations.

BoldDesk’s core features include private notes that let users keep a record of internal conversations. To keep visibility on important tickets, users can tag others with @mentions, CC relevant parties, and set themselves as watchers on high-priority tasks. Parent-child ticketing makes navigating between related issues easier. BoldDesk’s knowledge base capabilities support self-service options for customers, reducing overall ticket volume. Customers also have options when it comes to how they submit requests—through an online portal, via email, and even via phone call.

BoldDesk’s ticketing system includes automation features like canned responses, custom multistep workflows, and automatic assignment and prioritization. With BoldDesk AI, agents can resolve tickets faster and handle greater ticket volumes to deliver top-notch customer service. The AI Agent frees human agents to handle more complex issues by addressing routine inquiries and automating repetitive tasks. The AI Copilot helps agents answer customer questions faster by drafting replies, summarizing conversations, and sharing relevant knowledge base articles. Users can also set up context-aware automations through AI Actions, allowing support teams to update records, trigger workflows, or apply approvals through secure API calls directly from tickets and chats.

BoldDesk can be customized. White-label options, including custom forms and domain mapping, help businesses assure customers of their support portal’s legitimacy. Users can host multiple brands in one help desk under a single account, and can even offer multilingual support for form fields, email templates, and satisfaction surveys. BoldDesk can also be integrated with commonly used tools. From Microsoft Teams and Slack connections that notify support teams of new tickets to Shopify integration that displays order information, BoldDesk’s integrations help centralize customer support efforts, no matter how an organization operates internally.

BoldDesk has integrated reporting and analytics via a built-in dashboard that helps users gather real-time performance data. Track metrics like ticket inflow, pending and overdue tickets, and customer satisfaction, automatically compiled by BoldDesk. User data can be organized by brand, priority, status, source, and other filters, allowing users to view their data in multiple ways. Features like roles and permissions, IP address restrictions, and brand-based access keep business data safe from unauthorized access. Plus, BoldDesk is compliant with common security standards, like SOC 2® Type 2, GDPR, and HIPAA.

BoldDesk offers pricing options that suit a variety of uses. The Scale plan includes the most commonly used features at a lower cost, for small businesses. The Momentum plan includes all Scale plan features, plus live chat, AI agents, and custom roles. With additional multibrand settings, custom dashboards, and scheduled reports, the Enterprise plan works well for companies that have more complex support workflows.