BoldDesk Features

Platform (12)

Mobile User Support: Based on 61 BoldDesk reviews. Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Customization: Based on 66 BoldDesk reviews. Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 69 BoldDesk reviews.
Integration: Integrates with other customer service software to improve support and enhance functionality This feature was mentioned in 63 BoldDesk reviews.
Reporting: Provides analytics tools that reveal important business metrics and track progress This feature was mentioned in 68 BoldDesk reviews.
Dashboards: Based on 68 BoldDesk reviews. Displays important metrics relating to performance
Multilingualism: Can support effective translation for a wide variety of languages, even uncommon ones.
Quality: Quality control is performed by post-editing or by using a glossary.
Real-Time: Translation support is provided with near real-time responses during customer engagement.
Artificial Intelligence: Uses machine translation technologies to provide translation support.
Self-Improving: Continuously refines and improves translation support methods.
Volume: The translation engine is able to provide translation support to a large volume of translation requests.

Ticket and Case Management (8)

Ticket Creation User Experience: User Experience of creating and submitting a ticket This feature was mentioned in 70 BoldDesk reviews.
Ticket Response User Experience: Based on 70 BoldDesk reviews. User Experience of responding and receiving a response
Workflow: As reported in 68 BoldDesk reviews. Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response: As reported in 68 BoldDesk reviews. Respond to common requests with standard reply
SLA Management: Offers tools for managing and tracking service-level agreements (SLAs) 69 reviewers of BoldDesk have provided feedback on this feature.
Attachments/Screencasts: As reported in 68 BoldDesk reviews. Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Ticket Collaboration: Share and collaborate on tickets with multiple customer service representatives 68 reviewers of BoldDesk have provided feedback on this feature.
Customer/Contact Database: Based on 68 BoldDesk reviews. Central repository for account and contact information

Communication Channels (4)

Customer Portal: Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents This feature was mentioned in 69 BoldDesk reviews.
Email to Case: Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket This feature was mentioned in 67 BoldDesk reviews.
Live Chat Support: Based on 50 BoldDesk reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration: Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks 49 reviewers of BoldDesk have provided feedback on this feature.

Self-Service Experience (4)

Knowledge Base: Based on 31 BoldDesk reviews. Provides a repository of information that can be used by those seeking support.
Searchable Articles: Based on 31 BoldDesk reviews. Makes articles in the knowledge base searchable on the web.
Mobile Optimization: Based on 30 BoldDesk reviews. Optimizes the customer self-service experience on mobile devices
Personalization: Based on 30 BoldDesk reviews. Gives the user targeted, personalized results based on their activity or preferences

Self-Service Platform (4)

Branding: As reported in 32 BoldDesk reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.
Automation: As reported in 31 BoldDesk reviews. Automates some or all operation related tasks
Artificial Intelligence: As reported in 28 BoldDesk reviews. Utilizes artificial intelligence to improve workflows or customer experiences
Integrations: As reported in 29 BoldDesk reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Communication (5)

Pop-up Chat: As reported in 17 BoldDesk reviews. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
Notifications: Delivers notifications to both sides of the conversation. 17 reviewers of BoldDesk have provided feedback on this feature.
Targeted Emails: Sends automated emails to further engage clients and potential clients. 17 reviewers of BoldDesk have provided feedback on this feature.
In-App Messaging: Based on 17 BoldDesk reviews. Allows for live chat to be enabled within the app for customer help.
Co-Browsing: Allows agents to join a customer's browser session and navigate through the website with them. 17 reviewers of BoldDesk have provided feedback on this feature.

Internal Use (6)

Customization: Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 66 BoldDesk reviews.
Conversation Archiving: Archives conversations in a separate location for later reference. This feature was mentioned in 17 BoldDesk reviews.
Lead Development: Enables employees to denote potential customers. This feature was mentioned in 17 BoldDesk reviews.
Knowledge Base: As reported in 17 BoldDesk reviews. Establishes a knowledge base for employee reference during conversations.
Team Inbox: As reported in 17 BoldDesk reviews. Provides a central location for help requests, helping employees respond sooner.
Customer Profiles: Based on 17 BoldDesk reviews. Allows for the creation of profiles for contacts and customers.

Process (3)

Channels (8)

Email: Based on 10 BoldDesk reviews. Ability to connect agents with customers through Live Chat.
Social: Connects employees with customers through a social media solution. This feature was mentioned in 10 BoldDesk reviews.
Live Chat: Ability to connect agents with customers through email. 10 reviewers of BoldDesk have provided feedback on this feature.
Phone: Connects employees with customers through a calling solution. This feature was mentioned in 10 BoldDesk reviews.
Text: Based on 10 BoldDesk reviews. Ability to connect agents with customers through text message solution.
Multi-Channel Coverage: Software incorporates multiple digital communications channels. This feature was mentioned in 30 BoldDesk reviews.
Open Listening: Allows incorporation of inbound contacts from non-marketing channels. 30 reviewers of BoldDesk have provided feedback on this feature.
Physical Media: As reported in 29 BoldDesk reviews. Includes physical media (mail, flyers, billboards, etc.) in the channels mix.

Insight (4)

Surveys: Provides opportunity for customers to give feedback through a survey. 10 reviewers of BoldDesk have provided feedback on this feature.
Reporting: Enables administrators to create customized reports reflecting customer satisfaction. This feature was mentioned in 10 BoldDesk reviews.
Visitor Activity: Based on 10 BoldDesk reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
Help Desk: Based on 10 BoldDesk reviews. Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Administration (5)

Data Workflows: Operationalizes data delivery workflows to easily scale repeatable preparation needs This feature was mentioned in 29 BoldDesk reviews.
Issue Management: As reported in 29 BoldDesk reviews. Provide workflows to create and escalate issues related to risks and requests
Integrations: Integrates with live chat, chatbots, help desk, or other customer service software 27 reviewers of BoldDesk have provided feedback on this feature.
User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 28 BoldDesk reviews.
Performance and Reliability: As reported in 28 BoldDesk reviews. Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took

Compliance (4)

Policies and Controls: Based on 28 BoldDesk reviews. Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc.
Data Governance: Based on 27 BoldDesk reviews. Ensures user access management, data lineage, and data encryption
Compliance: Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. 26 reviewers of BoldDesk have provided feedback on this feature.
Auditing: As reported in 27 BoldDesk reviews. Perform ad-hoc or ongoing IT audits at different levels of the company.

Data Security (4)

Risk Data Attributes: Based on 27 BoldDesk reviews. Identify risk data attributes such as description, category, owner, or hierarchy.
Data Transport: Protects data with some form of encryption as it leaves your secure or local network. This feature was mentioned in 26 BoldDesk reviews.
Access Management: As reported in 27 BoldDesk reviews. Allows administrators to set user access privileges to permit approved parties to access sensitive data.
Multi-Factor Authentication: Based on 28 BoldDesk reviews. Requires a second level of authentication, such as sms messaging or customized tokens, to access data.

Design (5)

Communications Strategy Development: Allows planning and deployment of an overall communications strategy. 29 reviewers of BoldDesk have provided feedback on this feature.
Create Content: As reported in 30 BoldDesk reviews. Includes or integrates with content creation apps.
Personalization: Outbound communications are segmented and personalized. 29 reviewers of BoldDesk have provided feedback on this feature.
Inbound Identification: Based on 30 BoldDesk reviews. Inbound contacts are identified and handled based on history.
Regulatory Compliance: Based on 29 BoldDesk reviews. Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements.

Usability (3)

Reporting (3)

Productivity Tools (7)

Notes: Based on 21 BoldDesk reviews. Allows users to leave notes or comments on emails or relevant cases.
Internal Discussion: Provides a dedicated space or a thread feature that allows for long-form discussion. This feature was mentioned in 21 BoldDesk reviews.
Assignments and Tasks: Offer in-application assignment and task tracking functionality. 21 reviewers of BoldDesk have provided feedback on this feature.
Workflows: Based on 20 BoldDesk reviews. Allows users to create and follow predetermined workflows attached to actions.
Templates: Allows users to create canned answers or templates for email responses. This feature was mentioned in 21 BoldDesk reviews.
Integrations: Based on 21 BoldDesk reviews. Integrates without outside software to provide additional functionality or pull information.
Tagging System: Provides a tagging system to allow users to sort emails by relevant subject. 21 reviewers of BoldDesk have provided feedback on this feature.

Analytics (2)

Knowledge Pages (4)

Templates: As reported in 33 BoldDesk reviews. Provides pre-made templates for wiki pages and knowledge articles.
In-Content Feedback: Allows users to leave feedback within a wiki page or knowledge article. 33 reviewers of BoldDesk have provided feedback on this feature.
Versioning and Version History: Based on 33 BoldDesk reviews. Allows users to see version history and return to previous versions of wiki pages.
Content Editor: Based on 33 BoldDesk reviews. Enables users to create rich knowledge pages with a combination of text, charts, images, video and audio

Knowledge Dissemination (5)

Page Analytics: Provides data on wiki page and knowledge article use. This feature was mentioned in 31 BoldDesk reviews.
Permissions: Allows administrators to provide permissions and gate pieces of content based on role. This feature was mentioned in 32 BoldDesk reviews.
Knowledge Sharing: Based on 32 BoldDesk reviews. Offers additional tools that facilitate knowledge sharing and collaboration.
Notifications: Notifies users when changes occur. 32 reviewers of BoldDesk have provided feedback on this feature.
Organization: Allows knowledge pages to be organized into sections and subsections as needed This feature was mentioned in 32 BoldDesk reviews.

Knowledge Management (3)

Knowledge Base: Enables the creation of an internal repository of knowledge articles This feature was mentioned in 28 BoldDesk reviews.
Publishing Workflows: Provides workflows for writing, editing, approving, and publishing knowledge article content 27 reviewers of BoldDesk have provided feedback on this feature.
Analytics: As reported in 28 BoldDesk reviews. Helps users understand which knowledge articles are working and identifies areas of improvement

Customer Support (2)

Conversational Platform (4)

Personalization: Identifies the customer and personalizes interaction at every touchpoint. 11 reviewers of BoldDesk have provided feedback on this feature.
Omnichannel: Allows multiple related channels to interact at once to reduce transfers. This feature was mentioned in 11 BoldDesk reviews.
Contextual Engagement: Prompts agents to engage customers based on contextual data, such as product usage or conversation history. This feature was mentioned in 11 BoldDesk reviews.
Proactive Engagement: Provides features for sending outbound messages to engage customers through proactive support. 11 reviewers of BoldDesk have provided feedback on this feature.

Support Automation (4)

Intelligent Routing: As reported in 11 BoldDesk reviews. Can route contacts to agents the customer has worked with before.
Seamless Escalation: Based on 11 BoldDesk reviews. Provides features for escalating conversations to the appropriate agent.
Transcripts: Based on 11 BoldDesk reviews. Maintains a transcript of conversations from all channels.
Self-Serve Support: Based on 11 BoldDesk reviews. Enables customers to resolve queries or issues without the assistance of an agent.

Channel (4)

Generative AI (20)

AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text-to-Speech: Simulates human-like speech from text inputs.
AI Text Generation: As reported in 54 BoldDesk reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: Based on 55 BoldDesk reviews. Condenses long documents or text into a brief summary.
AI Text Generation: Based on 16 BoldDesk reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary. This feature was mentioned in 16 BoldDesk reviews.
AI Text-to-Speech: As reported in 16 BoldDesk reviews. Simulates human-like speech from text inputs.
AI Text Summarization: Based on 28 BoldDesk reviews. Condenses long documents or text into a brief summary.
AI Text Generation: Based on 10 BoldDesk reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: Based on 10 BoldDesk reviews. Condenses long documents or text into a brief summary.
AI Text Summarization: Condenses long documents or text into a brief summary. 26 reviewers of BoldDesk have provided feedback on this feature.
AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt. 11 reviewers of BoldDesk have provided feedback on this feature.
AI Text Summarization: Based on 11 BoldDesk reviews. Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt. This feature was mentioned in 25 BoldDesk reviews.
AI Text Summarization: Based on 25 BoldDesk reviews. Condenses long documents or text into a brief summary.
AI Text Generation: As reported in 18 BoldDesk reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: As reported in 18 BoldDesk reviews. Condenses long documents or text into a brief summary.

Agentic AI - Knowledge Base (3)

Adaptive Learning: As reported in 12 BoldDesk reviews. Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation 13 reviewers of BoldDesk have provided feedback on this feature.
Proactive Assistance: Anticipates needs and offers suggestions without prompting 13 reviewers of BoldDesk have provided feedback on this feature.

Agentic AI - Customer Self-Service (7)

Autonomous Task Execution: Based on 11 BoldDesk reviews. Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes This feature was mentioned in 11 BoldDesk reviews.
Cross-system Integration: Based on 11 BoldDesk reviews. Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience 11 reviewers of BoldDesk have provided feedback on this feature.
Natural Language Interaction: Engages in human-like conversation for task delegation 11 reviewers of BoldDesk have provided feedback on this feature.
Proactive Assistance: As reported in 11 BoldDesk reviews. Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives 11 reviewers of BoldDesk have provided feedback on this feature.

Agentic AI - Help Desk (3)

Autonomous Task Execution: Capability to perform complex tasks without constant human input This feature was mentioned in 18 BoldDesk reviews.
Natural Language Interaction: Engages in human-like conversation for task delegation 18 reviewers of BoldDesk have provided feedback on this feature.
Proactive Assistance: Anticipates needs and offers suggestions without prompting This feature was mentioned in 18 BoldDesk reviews.