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.

Bold Desk functionality provides an effective way to organize and respond to messages sent to the iVoterGuide technical support email account. Review collected by and hosted on G2.com.

My role at iVoterGuide is to assist both internal staff and customers (mostly candidates for office) when technical support is needed. Many times a response is forwarded to technical support after the inital issue gets reported. by the candidate. In these situations, there is a need to connect with the candidate rather than the ticket requestor. Scheduling the contact with the candidate is difficult. Review collected by and hosted on G2.com.

Possibility of interface customization

Excellent permission management

Excellent rule management

Very comprehensive with various features

I trust in this product and I love it. Review collected by and hosted on G2.com.

1. It is impossible to translate emails in the basic profile even if the interface is set to a language other than English.

2. The cost plan is not progressive: moving from the basic profile to the more advanced one makes costs skyrocket too quickly.

3. The interface is a bit confusing in some places, with too many options. Perhaps there should be an option to hide or better customize layouts according to needs.

4. Converting a user to an agent does not allow for reversal. The agent can no longer be changed back to a customer (I don’t understand why).

5. Sometimes some senders are flagged as suspicious for no apparent reason (and the tickets are suspended or worse, declared as spam). Review collected by and hosted on G2.com.

Easy to use and understand. Friendly and helpful customer support! Review collected by and hosted on G2.com.

Currently what I dislike is how there are extra steps to be done such as adding auto assignments to business hours to groups or agents whereas, when we previously used freshdesk, there were automations already where we can tag business hours to groups. hope this also becomes available. Review collected by and hosted on G2.com.

Bolddesk has been the only ticketing system I have tried to offer the functions necessary for a small IT team with a clear-cut division of responsibilities. Creating tasks and subtasks out of tickets, ticket linking with an excellent parent- and child-ticket system, many possibilities for automatisation, and AI features to take some of the writing burdens.

It is easy and intuitive enough for new helpdesk staff to find their way around and complex enough to offer many ways of optimising workflow.

In daily and heavy usage it still holds up and makes cooperation less troublesome.

Thanks to the customer support offered by Syncfusion the migration, implementation and integration have been easy and successful. We could migrate our settings, users, tickets, and articles from the previous software.

Lastly, in terms of pricing, it is leaps and bounds more bang for the buck. Review collected by and hosted on G2.com.

Any other language is mostly machine-translated, and roughly so. The complexity makes it rather easy to lose track of all the features at your disposal. Managing a multilingual service desk can be clunky, requiring one to do a lot of the work more than once. Review collected by and hosted on G2.com.

I am an independent maintenance technician and I have agencies and property owners that I work for at any given time. Prior to initiating my service with bold desk, it was hard to keep up with what was going on, when it was happening and notifying and receiving feedback from clients. After servicing my clients with bold desk and its simple interface, I was able to better track projects, clients, task, and maintenance issues. I now have a helpful solution to provide work orders from project start to close. My clients have a customer portal where they can see work performed and interact as work is ongoing. I can also customize tickets to include or exclude information needed, and I have been able to convert some work orders for marketing and promotion campaigns for 1 client. These key features are what I like best about bold desk. Review collected by and hosted on G2.com.

Some of the things I dislike about bold desk are as follows; on my cell phone viewing bold desk from the web or app the information is too small. It's hard to update tickets in the field because of how the system looks on the phone, so I always update when I get home to the computer. Review collected by and hosted on G2.com.

The overall application functionality is good, UI/UX and the confifurations including automations all the other services are constantly working fine.

When it comes to response & resolution for a support tickets it is very satisfactory. Review collected by and hosted on G2.com.

If the plan you choose is limited and the fields are used by users there will not be any feature to update just a particular field instead we have to upgrade the whole app. Review collected by and hosted on G2.com.

Easy to use and navigate. Responds quickly and havs great features. Review collected by and hosted on G2.com.

There are some areas that could be improved. Adding a timer feature on tickets. The ability to add new contacts from within the ticket. Review collected by and hosted on G2.com.

We are new to BD. It is economical for us being a Non Profit organization Review collected by and hosted on G2.com.

Having used it for 2 months, I do not see anything that is major.

I am looking for Integratingthis into our applications and websites Review collected by and hosted on G2.com.

- Very easy and simple to use

- Board with good visibility

- Clean design without excess information on the screen

- Login integration with Google and Microsoft accounts

- Email interaction alerts

- Add images and videos to the ticket. Review collected by and hosted on G2.com.

At the user level I didn't find any negative points in the tool. Review collected by and hosted on G2.com.