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BoldDesk Admin Center: HelpDesk & Chat Configuration Guide
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The BoldDesk Admin Center centralizes all configuration for HelpDesk and Chat workspaces. Use the Admin menu to switch contexts and tailor data capture, channels, automation, security, and portals with consistent, intuitive navigation.
Check out this video tutorial for more details.
1) Access & Orientation
- Navigation: In the BoldDesk UI, open Admin. Switch between HelpDesk and Chat tabs at the top to configure the respective workspace.
- Structure: Both workspaces follow consistent menu groups: Manage, Automation, Settings, Channels, Knowledge Base (HelpDesk), Users & Permissions (shared), General, and Apps.
2) HelpDesk Admin: Configuration Overview
Manage
Use Manage to shape data capture, templates, views, and reusable actions.
| Item | What it controls | Why it matters |
|---|---|---|
| Fields and Forms | Parent menu grouping field configuration. Explore more about How to Manage Fields and Forms in BoldDesk. | Keeps all field types discoverable and organized. |
| Ticket Fields | Custom attributes on tickets (Category, Priority, Product, etc.). Explore more about How to Manage Fields and Forms in BoldDesk. | Standardizes triage, routing, and reporting. |
| Ticket Forms | Form layouts for ticket creation (agent or portal). Explore more about How to Manage Fields and Forms in BoldDesk. | Ensures structured intake and better data quality. |
| Activity Fields | Track work efforts (time, updates) with custom attributes. Explore more about How to Manage Fields and Forms in BoldDesk. | Enhances operational visibility and SLA analysis. |
| User Fields | Custom fields on end users (contacts). Explore more about How to Manage Fields and Forms in BoldDesk. | Enables segmentation and personalization. |
| Contact Group Fields | Custom fields for contact groups. Explore more about How to Manage Fields and Forms in BoldDesk. | Supports B2B accounts and group-level workflows. |
| Field Dependencies | Conditional field logic across forms. Explore more about How to Use Field Dependency for Creating a Cascading Dropdown. | Reduces clutter; shows relevant inputs only. |
| Ticket Templates | Prebuilt ticket content blocks. Explore more about How to Manage Ticket Templates. | Speeds up standardized ticket creation. |
| Views → Ticket Views | Saved filters for tickets. Explore more about How to Manage Ticket Views in BoldDesk: Quick Guide. | Drives focus by priority, channel, assignee, etc. |
| Views → Activity Views | Saved filters for work logs/activities. Explore more about BoldDesk Activity Views: Create, Manage & Optimize Filters. | Simplifies audits and performance reviews. |
| Ticket Macros | One‑click action sets (update fields, add notes, notify). Explore more about How to Create and Utilize Ticket Macros in BoldDesk. | Automates repetitive steps for agents. |
| Canned Responses | Reusable reply snippets. Explore more about How to Create and Manage Canned Responses in BoldDesk. | Improves response consistency and speed. |
| Email Notifications | Event‑based email configuration. Explore more about How to Manage and Personalize Email Notifications. | Keeps stakeholders informed with branded messages. |
| Tags | Flexible labels on tickets. Explore more about How to Manage Tags. | Improves findability and automation targeting. |
Automation
HelpDesk automation controls lifecycle events, schedules, and commitments.
- Ticket Automation
| Item | Purpose | Typical Setup |
|---|---|---|
| Auto Assignments | Automatically route new and updated tickets to the best agent or team based on skills, availability, and workload. Explore more about Ticket Auto-Assignment in BoldDesk: Automatically Assign Tickets. | Round‑robin within Groups; cap per‑agent concurrent tickets; prioritize VIP brand or product line. |
| Create Ticket Triggers | Event rules that run when a ticket is created to classify, route, notify, or enrich data. Explore more about Automation Rules in BoldDesk: Boost Productivity with Triggers. | If Channel = Email + Subject contains “Invoice”, set Category = Billing, add Tag “AR”, assign to Finance. |
| Update Ticket Triggers | Event rules that run when a ticket is updated to apply conditional actions. Explore more about BoldDesk Update Ticket Triggers: Auto‑Assign Tickets to the First Responding Agent. | When Status changes to “Waiting on Customer”, send reminder after 48h; when Priority escalates, notify manager. |
| Time Triggers | Scheduled rules that evaluate tickets at intervals and perform actions based on time conditions. Explore more about How to Use a Time Trigger to Automatically Solve a Ticket. | Auto close after 5 days in “Waiting on Customer”; send follow‑up on “Pending” older than 72h. |
- Work Schedules
| Item | Purpose | Typical Setup |
|---|---|---|
| Business Hour | Define working hours used by SLA clocks and workflow conditions. Explore more about Configuring Business Hours in BoldDesk for SLA & Support. | 09:00–17:00, Mon–Fri; pause timers outside business hours for fair SLA tracking. |
| Holiday List | Maintain non‑working dates that pause SLA timers and suppress time‑based actions. Explore more about How to Set Up Holiday List for Your Organization. | Regional holiday calendar updated annually; separate lists per brand or region if needed. |
- Operations & Commitments
| Item | Purpose | Typical Setup |
|---|---|---|
| Agent Shifts | Configure shift windows to align assignment windows and staffing with demand. Explore more about How to set up agent shifts. | Day/Evening/Night shifts; route tickets to on‑duty teams; avoid assigning to off‑shift agents. |
| SLA | Define response and resolution targets with breach alerts and escalations. Explore more about What is Service Level Agreement (SLA)?. | Priority-based policies; warn at 75% of target; escalate to Team Lead at 90%. |
| Webhooks | Send real-time HTTP callbacks when automation rules fire to sync external systems. Explore more about How to Create and Manage Webhooks. | On high‑priority ticket creation, POST payload to incident hub; retry on failure and log in Webhook Failure Logs. |
- Channels
Enable intake and customer touchpoints for the HelpDesk.
| Channel | What it does | Notes |
|---|---|---|
| Emails | Inbound/outbound ticketing via email. Explore more about How to Configure Support Email Channel. | Map addresses per brand; set reply-from and forwarding rules. |
| Web Widgets & AI Agent | Embed contact widget and AI assistant on websites. Explore more about Advanced Settings for Configuring Help Widget. | Deflect FAQs; guide users to correct forms. |
| Web Forms | Standalone forms for ticket creation. Explore more about BoldDesk Web Forms: Admin Guide for Creation, Embedding, and Tracking. | Ideal for dedicated workflows (onboarding). |
| Mobile SDK | In‑app support experiences. Explore more about How to Configure Mobile SDK in BoldDesk. | Native ticketing and portal views in your mobile app. |
- Settings
Govern global behavior and portal experiences.
| Item | Scope | Example Configuration |
|---|---|---|
| General | Core org options (time zone, branding, defaults). Explore more about How to Manage Multiple Brands. | Company logo, ticket ID format, default priority. |
| Security & Compliance | Password/session, IP allowlist, retention. Explore more about BoldDesk Security and Compliance Overview. | 2FA for agents, session timeout, IP restrictions. |
| Agent Portal | Agent-side usability and defaults. Explore more about How to Customize Agent Portal Settings in BoldDesk. | Default view = “My Open Tickets”, reply editor options. |
| Customer Portal | Customer-facing portal branding and controls. Explore more about BoldDesk Customer Portal Customization: Step-By-Step Guide. | Theme, custom domain, visibility of ticket fields. |
| Satisfaction Survey | CSAT survey design and triggers. Explore more about Managing/Enabling the Customer Satisfaction Survey Settings. | 5‑point scale after “Resolved” within 24 hours. |
| Language | Localization for portals and notifications. Explore more about How to Configure Multi-Language Support in BoldDesk. | Enable multiple languages; brand-specific defaults. |
- Knowledge Base
| Item | Function | Benefit |
|---|---|---|
| Redirect Rules | Map old article URLs to new paths. | Preserves SEO; prevents broken links after KB restructure. |
- General
| Item | What you manage | Why it matters |
|---|---|---|
| Brands | Multi‑brand setup with separate portals/channels. Explore more about How to Manage Multiple Brands. | Tailored experiences per product line or region. |
| Refer and Earn | Referral program settings. Explore more about How to Invite Friends and Earn Commissions in BoldDesk. | Encourage adoption, track referrals. |
| Billing and Subscription | Plan, seats, billing details. Explore more about How to Buy and Pay for a BoldDesk Subscription Easily. | Cost control and compliance. |
| Import Data | Bulk import contacts, groups, tickets (where supported). Explore more about How to Import Contacts and Contact Groups. | Accelerates migration and onboarding. |
| Audit Logs | Activity, access, and failure logs (email, webhooks, omnichannel, integrations). Explore more about How to View Audit Logs for Changes in Admin Settings. | Compliance, forensics, reliability monitoring. |
3) Chat Admin: Configuration Overview
Manage
Use Manage to configure chat-specific data capture, views, and reusable actions.
| Item | What it controls | Why it matters |
|---|---|---|
| Fields | Parent menu grouping for chat field configuration. | Keeps all chat-related fields organized and accessible. |
| Chat Fields | Custom attributes for chat conversations (for example, topic, priority). Explore more about Understanding chat Field Types in BoldDesk. | Enables structured data collection for reporting and automation. |
| Chat Forms | Form layouts for initiating or transferring chats. Explore more about Manage Chat Forms. | Ensures agents and visitors provide required details for better context. |
| Visitor Fields | Attributes collected for visitors during chat sessions (for example, name, email). Explore more about How to Add a Custom Field in BoldDesk Contact Forms. | Improves personalization and identification. |
| Field Dependencies | Conditional logic between chat fields. Explore more about How to Manage Fields and Forms in BoldDesk. | Reduces clutter by showing only relevant fields dynamically. |
| Chat Views | Saved filters for chat conversations. Explore more about How to Manage Chat Views. | Helps agents focus on priority chats and monitor specific queues. |
| Canned Responses | Predefined reply snippets for chat. Explore more about How to Create and Manage Canned Responses in BoldDesk. | Speeds up responses and ensures consistency in messaging. |
| Tags | Labels applied to chat conversations. Explore more about How to Manage Tags. | Improves searchability and enables automation targeting. |
| Email Notifications | Event-based email alerts for chat activities. Explore more about How to Manage and Personalize Email Notifications. | Keeps stakeholders informed about chat updates and escalations. |
Automation
Chat automation controls real-time workflows, routing, and SLA compliance.
| Item | Purpose | Typical Setup |
|---|---|---|
| Workflows | Event-driven rules for chat lifecycle (create/update). Explore more about BoldDesk Chat Workflow: Complete Guide. | Auto-tag chats by topic; notify team lead on escalation. |
| Auto Assignment | Automatically route chats to agents based on skills or workload. Explore more about How to Manage Auto Assignment for Live Chat Conversations. | Assign VIP chats to senior agents; balance load across teams. |
| Auto Close | Close inactive chat sessions after a defined period. Explore more about Automatically Close Idle Chat Conversations in BoldDesk. | Auto-close chats after 10 minutes of inactivity with reminder. |
| Work Schedules → Business Hour | Define working hours for chat operations. Explore more about Configuring Business Hours in BoldDesk for SLA & Support. | 24/7 or region-specific hours for SLA accuracy. |
| Work Schedules → Holiday List | Non-working days for chat teams. Explore more about How to Set Up Holiday List for Your Organization. | Exclude holidays from SLA timers to prevent breaches. |
| SLA | Set response and resolution targets for chat interactions. Explore more about How to Create and Configure SLA Policies in BoldDesk?. | Immediate response for VIP chats; escalate at 2-minute delay. |
Channels
Enable and manage messaging channels for real-time engagement.
| Channel | What it does | Notes |
|---|---|---|
| Live Chat | Real-time chat on websites and portals. Explore more about Getting Started with Live Chat in BoldDesk. | Supports proactive engagement and ticket conversion. |
| Integrate via Meta Cloud API, Gupshup, or Twilio. Explore more about Agent Guide: Get Started With BoldDesk WhatsApp Messaging. | Choose provider by region/compliance; manage templates. | |
| Handle Messenger conversations and comments. Explore more about How to Manage Facebook Pages in BoldDesk. | Convert chats into tickets for follow-up. | |
| Manage Instagram DMs and comments. Explore more about How to Manage Instagram Accounts in BoldDesk. | Apply tags and automation for social interactions. | |
| SMS | Enable SMS notifications and inbound support. Explore more about Twilio SMS Integration in BoldDesk: Setup & Key Features. | Ideal for quick updates and transactional messages. |
| Telegram | Connect Telegram for secure messaging. Explore more about How to Manage Telegram Accounts in BoldDesk. | Useful for global or privacy-focused audiences. |
| LINE | Add LINE as a regional channel. Explore more about Managing LINE Accounts in BoldDesk. | Essential in markets where LINE is dominant. |
Users & Permissions (applies to both HelpDesk and Chat)
| Item | Purpose | Key Considerations |
|---|---|---|
| Agents | Create and manage agent profiles, seats, credentials. Explore more about How to Add New Agents in the Agent portal. | Align roles with job functions and training. |
| Groups (Teams) | Organize agents into functional teams for routing and reporting. Explore more about How to Create and Manage Agent Group or Team in BoldDesk. | Use teams for skills-based queues and escalations. |
| Roles & Permissions | Granular access scopes (read/write/manage). Explore more about Managing Roles and Permissions in BoldDesk. | Restrict admin access, audit changes regularly. |
| Agent Availability Status | Custom statuses (Available, Busy, Away). Explore more about How to Customize or Create a New Agent Availability Status. | Drives routing and auto-assignment behaviour. |
| Agent Load | Max concurrent assignments per agent/team. Explore more about How to Configure Agent Load in Chat for Load-Based Assignment. | Prevent overload; improve time-to-first response. |
| User Verification | Verification checks for end users. Explore more about Live Chat User Verification with JWT in BoldDesk. | Reduce spam and protect portal access. |
General
Monitor reliability, security, and automation health for Chat operations through Audit Logs. Use these logs for compliance, troubleshooting, and proactive incident response.
| Item | What it tracks | Why it matters |
|---|---|---|
| Audit Logs (Parent) | Central hub for Chat-related operational and security logs. | One place to review changes, access, failures, and integration health. |
| Activity Logs | Create/update/delete events across chat entities (conversations, tags, configs). Explore more about How to View Audit Logs for Changes in Admin Settings. | Helps reconstruct timelines and verify change ownership. |
| Access Logs | Sign-ins, session activity, access attempts for agents and admins. Explore more about How to View Audit Logs for Changes in Admin Settings. | Security visibility and investigation of suspicious access. |
| Blocked Email Recipients | Addresses blocked due to bounces, policy, or compliance rules triggered during chat notifications. Explore more about Understanding Email Blocking Thresholds for Tenant Accounts. | Prevents deliverability issues and maintains sender reputation. |
| Workflow Error Logs | Failures from Chat automation rules (workflows, triggers). Explore more about BoldDesk Chat Workflow: Complete Guide. | Rapid diagnosis of misconfigured conditions or actions. |
| Email Failure Logs | Outbound email errors related to chat notifications (bounces, auth failures). Explore more about Understanding Email Delivery Failures: Transient & Permanent Bounces. | Ensures stakeholders receive alerts; improves notification reliability. |
| Omnichannel Failure Logs | Delivery failures across messaging channels (WhatsApp, Facebook, Instagram, SMS, Telegram, LINE). | Detects provider or routing issues impacting customer experience. |
| Integration Failure Logs | Problems from connected apps impacting chat (payload, auth, rate limits). | Protects data syncs and automations depending on external systems. |
| Webhook Failure Logs | Errors when sending webhook callbacks from chat events. Explore more about Webhook Failure Handling in BoldDesk. | Enables retry strategies and payload corrections. |
| Chat Webhook Failure Logs | Dedicated view for chat-specific webhook errors. Explore more about Webhook Failure Handling in BoldDesk. | Speeds root cause analysis for conversation-triggered webhooks. |
Apps
| Item | What you manage | Value |
|---|---|---|
| My Apps | View, configure, update, or remove installed apps. Explore more about Managing Installed Apps. | Centralize integration lifecycle management. |
| Marketplace | Discover and install BoldDesk apps and partner integrations. Explore more about BoldDesk Marketplace Guide: Install & Configure Apps Easily. | Extend capabilities across channels and workflows. |
FAQs
1. How do I decide between HelpDesk and Chat for my workflow?
Use HelpDesk for case-managed tickets via email/web/mobile and Chat for real-time messaging.
2. Can I enforce workload limits and skills-based routing?
Yes. Configure Auto Assignment and Agent Load to cap concurrent work and route to team, ensuring fair distribution.
3. How do I standardize data across forms?
Create Ticket/Chat Fields and use Field Dependencies to present only relevant inputs. Apply consistent Ticket/Chat Forms for intake quality.
4. How do business hours affect SLAs?
SLAs respect Business Hour and Holiday List. Timers can pause outside hours to avoid false breaches; use separate schedules per workspace if needed.
5. How should I brand the customer experience?
Use Customer Portal settings for theme, domain, and field visibility; align with Brands for multi-product or regional experiences.
