BoldDesk Reviews & Product Details

Great futures and integrated system for both ticketing and live chat along with history and logs for user activities, along with user friendly interface Review collected by and hosted on G2.com.

Some down sides that need improvements are: better log of user activities for tickets and live chats, some settings adjustments, it would be good to be able to see how many new tickets are assigned to each group and custom filter, otherwise yo have to manually go through every one to refresh it and see if there are any new tickets, and also would be good if they can allow you to send email from different email address linked to the account, not just default one Review collected by and hosted on G2.com.

What I like best about BoldDesk is how clean and easy it is to use. The interface is super modern, so you’re not stuck digging through cluttered menus or outdated layouts—it just feels smooth.

It’s also really flexible. You can set up workflows and automations that actually make sense for your team, without needing to be a tech wizard. Stuff like auto-routing tickets, setting SLAs, and customizing fields is all pretty straightforward.

The self-service part is solid too. The knowledge base is easy to build out, and it helps cut down on support requests since customers can find answers on their own. Review collected by and hosted on G2.com.

Smaller user base – It’s not as big as something like Zendesk, so you won’t find as many community tips, plugins, or tutorials floating around online.

Reporting could be better – The built-in analytics are fine for basic stuff, but if you’re really into detailed reports or custom dashboards, you might feel a little limited.

Customization/integration can get techy – It’s flexible, but going deep with custom workflows or using their API usually needs someone who’s comfortable with code.

Mobile app is just okay – It works for quick ticket replies, but it’s not as smooth or full-featured as the desktop version.

We do have issues with up time, there will be small short but very annoying outages. Review collected by and hosted on G2.com.

It's really easy to use, i like the layout and it makes things so simple Review collected by and hosted on G2.com.

i would love a more cost effective all inclusive solution. as an Agency, i apply this platform on clients websites, so a reduced price would be helpful Review collected by and hosted on G2.com.

It's very intuative. The UI is very user friendly. Also really like the way it integrates with other solutions that we use. Review collected by and hosted on G2.com.

I really havent afound anything yet. I love everything about it. Review collected by and hosted on G2.com.

Its ticketing system is one of the best I ever come across thus making work so easy through collaboration from one department to another. Review collected by and hosted on G2.com.

It is normally slow more so after an upgrade has been done thus slows processes. Review collected by and hosted on G2.com.

Bolddesk has let us get requests and issues out of text/email/slack and into a threaded reportable tool. Its improved visibility for the teams and accountability. Review collected by and hosted on G2.com.

Some of the automation and configure-ability require higher paid tiers which increases the cost for each agent subscription. Seems arbitrary. That said, it was still much more affordable than some of its other competitors for our use. Review collected by and hosted on G2.com.

BoldDesk has significantly streamlined our customer support operations. The interface is clean, intuitive, and easy to onboard new team members. Features like automation rules, SLA management, and internal collaboration notes help us resolve tickets faster. The ability to customize workflows and integrate with other tools is also a huge plus. Their customer support is responsive and knowledgeable, addressing our queries quickly. Overall, it's a reliable and scalable help desk solution for growing teams. Review collected by and hosted on G2.com.

Some advanced configuration options could use better documentation, and the mobile app experience feels a bit limited compared to the desktop version. However, the support team is responsive and quick to help when needed. Review collected by and hosted on G2.com.

Customer support is always fast and uses gifs to help understanding.

Price is very competitive compared to their competitors. Review collected by and hosted on G2.com.

The UI isn't as clean as other services, our staff found it confusing when swapping over. Review collected by and hosted on G2.com.

The UI is clean but still powerful. It has just the right amount of customizability for our purposes. Review collected by and hosted on G2.com.

You really need to enable markdown editing in replies. The current rich text editor is glitchy and I end up fighting with it to get decent formatting, especially when including code,

The AI feature is unable to search existing tickets, which feels like an oversight. I would like to be able to ask it "I have seen a similar issue before, could you find me related issues?" Review collected by and hosted on G2.com.

BoldDesk has nearly endless customizations and you can make it do exactly what you need it to do. I like that you can separate different companies/brands within the same tenant, while also being able to look at all brands as a whole. Review collected by and hosted on G2.com.

Customer support is foreign-based, so sometimes can be a little hard to understand them, but they are always helpful and are quick to reply to any tickets we put in. Review collected by and hosted on G2.com.