BoldDesk

BoldDesk is a modern, cloud-based customer support and help desk software designed to help businesses manage customer conversations across multiple channels from a single platform.



It focuses on simplicity, automation, and AI-powered assistance, making it suitable for startups, growing teams, and large enterprises alike.

The software centralizes email tickets, live chat, social media messages, and messaging apps into one unified inbox, allowing support agents to respond faster and more consistently.

BoldDesk for Windows PC also includes workflow automation, SLA management, custom dashboards, and knowledge base tools to improve both agent productivity and customer satisfaction.

One of BoldDesk’s strongest differentiators is its modular AI ecosystem, which includes AI Agents, AI Copilot, and AI Actions.



These AI tools are designed to automate responses, assist human agents in real time, and execute intelligent workflows without replacing the human support experience.

Key Features

• Email Ticketing: Centralized inbox for managing customer emails as structured tickets.
• Knowledge Base: Create and manage self-service articles to reduce incoming tickets.
• Workflow Automation: Automate ticket routing, prioritization, and status changes.
• Canned Responses: Save and reuse predefined replies for faster responses.
• Custom Fields: Add custom data fields to tickets for better organization.
• Custom Views: Filter and segment tickets based on priority, agent, or status.
• Custom Domain: Use your own domain for customer portals and help centers.
• Web Widgets and Forms: Embed support widgets and ticket forms on websites.
• Live Chat: Real-time customer communication directly from the dashboard.
• Omnichannel Messaging: Support WhatsApp, Facebook, Instagram, and SMS.
• AI Agents: Automated AI responders that handle customer questions 24/7.
• Ticket Auto Assignment: Automatically assign tickets based on rules.
• CSAT Surveys: Measure customer satisfaction after ticket resolution.
• Multiple SLAs: Define service-level agreements and business hours.
• Custom Roles: Control access permissions for agents and admins.
• Multibrand Support: Manage multiple brands from a single BoldDesk SaaS account.

AI Products Overview

BoldDesk AI Agent provides automated, always-on support across chat, WhatsApp, Facebook, Instagram, and other channels. It delivers instant, accurate answers, adapts to traffic spikes, and escalates complex issues to human agents when needed.

AI Copilot acts as a real-time assistant for support agents. It helps write responses, summarizes conversations, ensures consistent tone, and significantly reduces handling time without usage limits.

AI Actions allows teams to automate complex support workflows using AI-driven triggers. It can categorize tickets, update fields, suggest actions, and execute predefined processes intelligently.

User Interface

It offers a clean, modern interface that prioritizes clarity and usability. The dashboard is well-organized, with clear navigation between tickets, automation rules, analytics, and settings.

Agents can switch between channels without confusion, and ticket details are displayed in a readable, distraction-free layout.



Customization options allow teams to tailor views, dashboards, and workflows to match their support processes.

Even first-time users can quickly understand how to navigate the system without extensive training.

Installation and Setup

BoldDesk is a cloud-based platform and does not require local installation. Users can sign up directly through the website and access the software via a web browser.

Initial setup includes configuring support channels, adding agents, setting up workflows, and creating a knowledge base.

The onboarding process is straightforward, and most teams can be fully operational within a few hours.

How to Use

1. Create a BoldDesk account and log in to the dashboard.
2. Add support channels such as email, live chat, or social platforms.
3. Invite agents and assign roles and permissions.
4. Set up workflows, SLAs, and automation rules.
5. Create canned responses and knowledge base articles.
6. Enable AI features such as AI Agent or AI Copilot if needed.
7. Start receiving, managing, and resolving customer tickets.

FAQs

Is BoldDesk suitable for small businesses?
Yes, it offers affordable plans with essential features for small teams.

Does BoldDesk support social media messaging?
Yes, it supports WhatsApp, Facebook, Instagram, and SMS channels.

Can AI features be used optionally?
Yes, AI tools are available as add-ons and can be enabled as needed.

Is there a free trial available?
Yes, it offers FREE 15-day trials for both the main platform and AI add-ons.

Does BoldDesk support multiple brands?
Yes, multibrand help desk and knowledge base features are included in higher plans.

Alternatives

HelpDesk - A simple ticketing system for a team like yours!

LiveChat - An intuitive customer service software.

Support.com - It has all your PC/Laptop tech needs covered - 24/7/365 days a year.

Zoho Desk - Feature-rich help desk integrated with the Zoho ecosystem.

Trial Version

Free 15-day trial - No credit card required.

Pricing

Scale Plan – $12 per agent/month (billed yearly at $144)
Includes email ticketing, knowledge base, workflow automation, canned responses, custom fields, custom views, custom domain, email templates, and web widgets.

Momentum Plan – $25 per agent/month (billed yearly at $300)
Includes all Scale features plus live chat, WhatsApp and Facebook, Instagram and SMS, AI Agents support, ticket auto assignment, macros, CSAT surveys, multiple SLAs, SLA escalations, and custom roles.

Enterprise Plan – $39 per agent/month (billed yearly at $468)
Includes all Momentum features plus ticket approvals, advanced AI Agents, HIPAA compliance, agent shifts, side threads, custom dashboards, scheduled reports, multibrand help desk, and multibrand knowledge base.

AI Add-Ons

AI Agent: $20 for 1,000 AI credits

AI Copilot: $20 per agent/month with unlimited usage

System Requirements

• Operating System: Windows 10 or Windows 11, macOS, or Linux
• Browser: Latest versions of Chrome, Edge, Firefox, or Safari
• Internet Connection: Stable broadband connection
• Hardware: No special hardware requirements

PROS

• Clean and intuitive interface.
• Strong omnichannel support.
• Flexible AI add-on model.
• Affordable pricing tiers.
• Fast setup and onboarding.
• Powerful automation tools.
• Multibrand support for growing businesses.

CONS

• AI features require additional cost.
• Limited offline access.
• Advanced reporting limited to higher plans.

Conclusion

BoldDesk is a well-balanced help desk solution that combines affordability, usability, and modern AI capabilities. Its flexible pricing, omnichannel support, and optional AI tools make it suitable for businesses of all sizes.

For teams looking for a scalable customer support platform without the complexity of legacy systems, this webapp is a strong and future-ready choice.