BoldDesk Reviews & Product Details

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 initial 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.

This system does a fairly good job with the customization, management, and is pretty user friendly to setup and manage. It was easy to integrate with our website and the transition for implementing this was fairly smooth as well. Customer support has been pretty quick to respond to issues though. Review collected by and hosted on G2.com.

There are some bugs we have been experiencing such as inconsistent filtering of tickets to Suspended folder which we are still trying to figure out. Additionally, many of the help articles available are outdated or do not have enough information to answer some of the more granular issues that we've run into. Lastly, the search functionality could be greatly improved as you currently have to adjust your search options greatly to look for things, flipping between searching subject lines, body of the email, users, etc. in order to find things, rather than having a general search that covers everything, this can become tedious, especially if you are a frequent user. We have also had consistent issues with using the Forwarding feature on tickets and have not yet been able to figure out how to make that work properly when forwarding to users who are not agents. Review collected by and hosted on G2.com.

Our company has never used or needed a ticketing system before, and BoldDesk felt like a great way to get started. Our system and processes needed to essentially grow overnight and the amount of controls you're given made it easier than I expected to integrate it into our workflow. Every time we ran into an issue we thought BoldDesk couldn't do, we quickly figured out that we could do it. We now have two employees dedicated to using it each day to manage tickets, receive PO's and answer customer questions in a timely manner. Review collected by and hosted on G2.com.

Some of the default features were some of our customer's least favorite aspects. One thing that customers really seemed to dislike was that if we attached a quote or order acknowledgement to a ticket reply, it wouldn't be a direct attachment to the email. Fortunately there is a setting for that, but I think that should be the default as that's what most people likely expect, especially in an industry like Aerospace where security is taken very seriously. Other than that, my experience has been great. Review collected by and hosted on G2.com.

Simply put if your business has outgrown the use of shared mailboxes then bold desk is a very cost-effective offering. Bold desk is a ticket system so we get ownership of issues, audit history and it's very customisable. Bold desk is not aimed at IT departments like many of it's competitors but customer service teams. We've onboarded a few businesses onto bold desk and it's been a very painless experience and easily adoptable by the teams. Review collected by and hosted on G2.com.

My only issues thus far has been the changes to pricing structure, when we first adopted bold desk it was unlimited users, unlimited tickets, there has since been a limitation added to tickets raised each month which will incur an overage cost if this is exceeded so do make sure you do your research before buying into a plan to be sure you're counting any potential overage costs which may incur. Review collected by and hosted on G2.com.

Easy to use Ticketing System that our users can gain access to and allow a great paper trail for our auditors. The Knowledge Base Articles is something I user, and an IT Admin, to send to users on how to resolve issues. With the SSO method of login for our users, signing in for them could not be easier. We enjoy the customizable ability BoldDesk provides us to make this tool appear unique for everyone, branding looks great. Also the price for BoldDesk is very attractive for what you get. Review collected by and hosted on G2.com.

Nothing really, it has everything we need a ticketing system to use. Review collected by and hosted on G2.com.

BoldDesk offers a clean and intuitive interface, making it easy to manage support tickets and collaborate across teams. The automation features, customizable workflows, and SLA management tools help us stay on top of our customer service goals. Review collected by and hosted on G2.com.

While the platform is feature-rich, some advanced configurations can be a bit tricky to set up without referring to documentation. More third-party integrations and a mobile app with full admin functionality would be great additions. Review collected by and hosted on G2.com.

Ease of use... system is intuitive compared to others. Review collected by and hosted on G2.com.

Slow upload times, and still need to learn more about AI features. Review collected by and hosted on G2.com.

BoldDesk offers a clean and intuitive user interface that makes it easy for new team members to get started quickly. The automation rules, customizable workflows, and SLA tracking have streamlined our support operations significantly. Integration with tools like Microsoft Teams and email is seamless and adds a lot of convenience. Review collected by and hosted on G2.com.

There are occasional UI hiccups—for example, dropdowns not loading as expected—but the Syncfusion team is very responsive and quick to resolve issues. Reporting capabilities could be improved slightly, especially for generating more customized metrics and insights into agent performance. Review collected by and hosted on G2.com.

I love the price and the social media integration in BoldDesk. The initial setup was extremely easy. Review collected by and hosted on G2.com.

I think that linking communication applications to support all countries of the world can be improved. Review collected by and hosted on G2.com.

The interface is intuitive and easy to navigate. It centralizes ticket management, making it simple to track issues and assign them to the right team. I also like the integration options with other tools such as Microsoft Teams and Azure DevOps. Review collected by and hosted on G2.com.

Some advanced customizations require extra configuration, and the notifications could be more flexible. Since it is a relatively new tool, the marketplace of integrations is not as wide as other competitors. Review collected by and hosted on G2.com.