BoldDesk Reviews & Product Details

We are a CRM platform based in Brazil, and we previously used a GitHub project to manage customer requests.

BoldDesk has everything you could imagine in a customer service platform, including many features like APIs that we are yet to explore fully.

It allows our clients to open and track tickets easily. Every ticket generates an email notification with the details, and clients can also monitor progress through the platform.

The platform excels in documentation as well—we migrated all our documentation to BoldDesk, and the experience of editing and reading the content has been excellent.

Additionally, their customer support is outstanding, providing quick and efficient assistance whenever needed.

If we had to develop everything that BoldDesk offers ourselves, it would have taken us years and a significant investment.

BoldDesk is truly a solution with great cost-benefit. Review collected by and hosted on G2.com.

We don't have any significant issues with the platform.

Any minor challenges we encountered were promptly addressed by the company with solutions that met our needs. Review collected by and hosted on G2.com.

I find BoldDesk easy to use so far, which is important for efficiently managing customer queries through a ticketing system. The dashboard is particularly good; it functions like an email dashboard, which makes it intuitive and familiar for everyone to use. This familiarity eases the learning curve and enhances usability, enabling us to handle tasks without needing extensive training. The resemblance to widely used email systems streamlines our workflow and makes daily operations smoother. Review collected by and hosted on G2.com.

I find that although the initial setup of BoldDesk was easy, it became complicated as it wasn't working as expected. Review collected by and hosted on G2.com.

I like bolddesk Customization: Create personalized customer portals and embed help widgets to match your business needs.

Reports and Analytics: Access interactive dashboards to track customer satisfaction, agent performance, and other critical metrics.

Mobile App: Manage tickets on the go with a fully optimized mobile-friendly platform featuring real-time notifications.

Automation and SLA Management: Streamline workflows with automated processes, SLA rule configurations, and performance monitoring.

Integrations: Connect easily with other tools through APIs, webhooks, and data synchronization capabilities.

Customer Organization Features: Keep track of customer interactions and manage data efficiently.

Security and Compliance: Ensure data protection with encryption and GDPR-compliant features.

Solutions for Different Business Sizes: Features supportive of startups, small businesses, and large enterprises.

Embedded Widgets: Seamlessly capture inquiries from external apps and websites.

Trend Analysis: Uncover operational insights like recurring issues or peak times to improve service quality. Review collected by and hosted on G2.com.

its lower-tier plans, specifically the Scale plan, lack advanced features like AI agent and co-pilot functionalities Review collected by and hosted on G2.com.

What I like most about BoldDesk is how easy it is to stay organized and in control. Features like ticket tagging, email summarization, and the ability to merge related tickets save us a lot of time and reduce confusion. The platform is clean, intuitive, and flexible—perfect for managing both client support and internal workflows. It’s become an essential tool for our team. Review collected by and hosted on G2.com.

There isn’t much to dislike, but if I had to mention something, it would be that some advanced customizations or settings take a bit of time to figure out without guidance. While the platform is user-friendly overall, a few areas could benefit from more built-in tooltips or help guides. That said, the support team has always been quick to assist whenever questions come up. Review collected by and hosted on G2.com.

It's very intuitive and straight-forward previous helpdesk system I've used in the past don't offer the customization Bolddesk does. Review collected by and hosted on G2.com.

I would like an inventory system add to Bolddesk which would be amazing to connect problematic devices or peripherals when working tickets. Review collected by and hosted on G2.com.

As someone who manages a growing customer support team, finding the right help desk software has been a journey. We recently switched to BoldDesk, and I can confidently say it's been a fantastic decision. It truly feels like a modern, intuitive, and incredibly powerful platform that has significantly improved our workflow and, most importantly, our customer satisfaction. Review collected by and hosted on G2.com.

We appreciate how much we can tailor BoldDesk to our specific business processes. From custom fields in tickets to designing our customer portal, it feels like the software adapts to us, rather than the other way around around. However advanced customization options require some technical expertise to implement effectively. Review collected by and hosted on G2.com.

If you're running a small to mid-sized business and need a help desk solution that strikes the right balance between functionality and simplicity, BoldDesk is worth considering. I find it easy to use, easy to configure and understand. I have used other products that I felt were too 'over the top' for features for a small organization. Cost is very resonable. Review collected by and hosted on G2.com.

My only complaint about the system is that the end user self service ticket system is not a configurable as I like. It has all the required information that I need but I would like to be able to adjust the look and feel a bit more. Review collected by and hosted on G2.com.

There is a lot of customizable functionality and staff are very eager to assist with any issues. Review collected by and hosted on G2.com.

The UI is quite busy, its sometimes difficult to see where to go or what button you are looking for. Review collected by and hosted on G2.com.

BoldDesk’s clean and intuitive UI makes it incredibly easy for our team to manage customer support tickets. The automation rules and SLA management help streamline processes and ensure timely responses. Integration with our existing tools like Microsoft Teams and Azure AD was seamless. The reporting dashboards are also insightful and customizable, helping us make data-driven decisions quickly. Review collected by and hosted on G2.com.

While the platform is robust, we found that some advanced reporting features required a bit of a learning curve. Additionally, mobile responsiveness could be improved—especially for agents needing to check ticket statuses on the go. More third-party integrations would be a welcome addition in future updates. Review collected by and hosted on G2.com.

BoldDesk stands out for its intuitive interface and strong ticket management capabilities. Automations and workflows help reduce manual effort, and customizable views keep everything organized. Integration with tools like Microsoft Teams and Slack is seamless, which makes collaboration easy. The analytics and reporting features are also very detailed and useful for tracking performance. Review collected by and hosted on G2.com.

While BoldDesk is feature-rich, the initial setup can be slightly overwhelming due to the number of customization options. Some advanced configurations require more technical knowledge or help from support. Additionally, certain integrations lack deeper functionality, which could be improved for more complex use cases. Review collected by and hosted on G2.com.