Name: BoldDesk
Author: Syncfusion

Digital Adoption

Help Desk

Web and Video Conferencing

Customer Support

Software Configuration Management

WebOps

Development

Higher Education

Education

Business Intelligence (BI)

Collaboration

File Sharing

Streaming Analytics

Visual Collaboration

VoIP

Enterprise

Accounting

Payment Orchestration

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Engagement

HR Management

Payroll

Recruitment Agency

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Bug Bounty

C/C++ Integrated Development Environments

Cloud Storage

Data Recovery Service

Database Management

Enterprise Architecture Management

Fraud Detection

Hadoop-Related

High Availability Cluster

Identity Governance and Administration

Integration Platform as a Service (iPaaS)

IoT Security

MLOps

Network Performance Monitoring

Network Virtualization

Non-Relational Databases

Process Mining

Session Border Controllers

Threat Hunting

Web Access Management

Web Portal

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Consumer Ratings & Reviews

Content Management

Customer Reference Management

Demand Generation

Email Marketing

Email Testing

Local Listing Management

Marketing Automation

Personalization Engines

Retail Media Advertising

SMS Marketing

Social Media Management

Survey & Forms Building

Video

Web Analytics

Marketing

Project Management

Prototyping

Professional Services

Conversation Intelligence

Customer Relationship Management (CRM)

Multichannel Retail

Sales

Insurance Underwriting and Rating

Library Management

Medical Billing

Military and Defense

Moving Software

OSS/BSS (Operations Support/Business Support)

Vertical-Specific

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### Ticket Management
Users consistently praise BoldDesk for its streamlined ticket management system, which allows them to easily create, track, and resolve customer requests. The platform's intuitive interface and efficient ticket assignment features have garnered positive feedback from users. However, some users have expressed concerns about certain limitations in the pricing structure and the absence of certain functionalities like activity linking with tickets. Despite these minor drawbacks, BoldDesk's ticket management capabilities are generally well-received by its user base.

### Customer Support and Satisfaction
Users generally appreciate BoldDesk's customer support and satisfaction features. The feedback highlights the ease of use and the effectiveness of the support system in managing customer inquiries. While some users mention missing features like a mobile app and CSS customization, there is an overall sense of optimism that BoldDesk will continue to improve its customer support capabilities in the future. Customers value the centralized support ticket system and the ability to set up service level agreements to ensure top-notch customer support.

### User and Team Management
Users also highlight the flexibility and support team's responsiveness as key strengths of BoldDesk's user and team management capabilities. The platform's structure is commended for its simplicity and ease of use, allowing for efficient assignment of tasks and internal reporting. Additionally, the unlimited agent access feature is particularly valued by users, enabling smooth collaboration within departments and teams. Despite some users suggesting the need for additional features like an asset manager, overall feedback indicates that BoldDesk effectively streamlines user and team management processes for businesses of varying sizes.

### Customization and Personalization
Some users appreciate the ease of use and the potential for improvement in BoldDesk's customization and personalization features. However, others express concerns about missing elements like CSS customization and a mobile app, which are vital for aligning the customer portal with their website. The general sentiment seems to be that while BoldDesk offers a good foundation, there is room for enhancement in its customization and personalization capabilities to better meet diverse user needs.

Users have found the requirement of linking activity with tickets to be highly useful. With this software, they are able to track their work and generate reports, providing them with a clear understanding of their progress and productivity. It has also been instrumental in solving the long strive to grow the business and staff. By assigning jobs to staff members and tracking them using tickets, users have experienced a significant improvement in customer complaint management. The software addresses the problem of missed or duplicated jobs and lack of audit trail in departments that use shared mailboxes. Users appreciate the functionality of marking tickets with time worked and adding internal notes, as it allows for better organization and collaboration within teams. Additionally, the software enables users to easily look into tickets assigned to staff members, providing them with an efficient way to produce internal reporting. It has also proven beneficial for the ICT group, allowing them to trace all work done through the use of tickets. Furthermore, customers have found value in the ability to create tickets and manage the history of their requests using the software. Overall, this product serves as a comprehensive helpdesk ticket management system that supports support agents while offering additional features such as a knowledge base and automation. With its intuitive interface and range of functionalities, users have experienced improved productivity, reduced support issues being missed, and enhanced customer management capabilities. The software's ability to automatically generate outputs in PDF and Excel files has further streamlined processes and saved time for users across various industries.

Unlimited Agent Access: Many users have found the Unlimited Agent access to be a lucrative aspect of the system, allowing them to scale their support teams without any limitations. This feature has been highly beneficial for businesses that require flexible and scalable customer service solutions.

Easy Setup and Effective Ticketing Management: Numerous reviewers appreciate the seamless setup process and effective ticketing management provided by BoldDesk. The platform's user-friendly interface makes it easy for teams to manage communication with users, ensuring efficient handling of customer inquiries and timely resolution of issues.

Simplistic and Intuitive Interface: The system's simplistic and intuitive interface has received praise from a significant number of customers. They find it straightforward to navigate, understand, and adapt to its flow, enabling them to quickly become proficient in using the platform for their support operations.

Missing Basic Requirements: Some users have mentioned that BoldDesk lacks some basic requirements, such as the alignment of email communication and activity linking with tickets. This can make it difficult for users to effectively manage their support interactions and track customer history.

Limited Customization Options: Several reviewers have expressed a desire for more customization options in BoldDesk. They feel that the current level of customization is limited, preventing them from achieving a personalized look and feel for their support system.

Lack of Advanced Rule Functionality: A number of users have pointed out that BoldDesk has limited rule functionality. They have mentioned that the system lacks the ability to run multiple rule functions simultaneously, which can limit their automation capabilities and hinder efficient ticket management.

Scale (Agent-based plan)

Momentum (Agent-based plan)

Enterprise (Agent-based plan)

Essential  (Unlimited Agents plan)

Pro (Unlimited Agents plan)

Business (Unlimited Agents plan)

BoldDesk for Startups

Team-Based (Scale, Momentum, Enterprise)

Growth

Free

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

The Early Stage program

Proactive Support Plus add-on

Expert

Advanced

Essential

BoldDesk

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Getting Started with Syncfusion BoldDesk

the ticket list page, which is designed to be modern and intuitive with grid and card layouts.

the self-service, central repository of information for customers.

the live chat widget, which allows customers to engage in real-time conversations, providing instant support and resolving queries efficiently.

BoldDesk’s settings that customize the help desk to meet any specific business needs.

the built-in reports and dashboard, used to analyze real-time data to make informed decisions about improving customer service.

where customer support emails are converted into tickets, that can be responded to via email.

activities such as task, call, and meeting, used to carry out specific operations related to a specific ticket.

As a provider of enterprise development and software solutions for just shy of two decades, Syncfusion understands the challenges facing developers and business teams. Between ensuring deadlines are met, managing project requirements, and testing and debugging your applications, time is your most important resource, and it seems like you never have enough of it. That’s where Syncfusion comes in.With over 1,600 components and frameworks for mobile, web, and desktop development and ready-to-deploy enterprise software solutions, Syncfusion can help get your products to market faster. With endless customization options, you can deliver an optimal user experience while saving development time and costs.Syncfusion is proud to serve a wide variety of customers, from individual developers to Fortune 500 companies (400 and counting). No matter your needs or your budget, Syncfusion has the tools to help your team succeed.Founded in 2001, Syncfusion has a long track record of delivering success, having served over 1 million developers across more than 23 thousand organizations.

Syncfusion

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

BoldDesk

Overview

What is BoldDesk?