Key Terminologies in BoldDesk: Definitions – Quick Guide

In BoldDesk, understanding the key terminologies is essential for efficiently navigating and utilizing the help desk platform. Below is a list of important terms, along with their definitions:

Ticket Module

Term	Definition
Child Ticket	A smaller issue connected to a parent ticket.
Clone Ticket	Creating a duplicate of an existing ticket for quick reuse or replication.
Creator	Sometimes agents create tickets on behalf of customers. In these cases, the creator and requester are different. The creator refers to the agent who creates the ticket.
Forward Ticket	Sending a ticket or a specific message within a ticket to an external recipient such as another agent, a customer, or a third-party vendor for collaboration or additional input.
Merge Ticket	Combining one or more tickets into another ticket to manage multiple related issues in a single ticket.
Parent Ticket	The main ticket for a major issue, with smaller related issues linked as child tickets.
Participant	An external collaborator who is added to the conversation either by the requester or by an agent on the requester’s behalf.
Priority	The importance level assigned to a ticket to determine handling urgency. This is used to determine SLA.
Private Note	Internal notes on a ticket visible only to agents.
Public Note	A note message visible to customers, where agents can add additional messages to notify them without affecting SLAs.
Public Reply	A reply to customers. Any comment posted here will be visible to the customer unless the ticket is private.
Related Ticket	Tickets having a common issue or theme can be linked as related tickets.
Requester	The individual who submits a ticket requesting assistance.
Share Ticket	Sharing a ticket with an agent or group to enable collaboration with cross-departmental teams.
Status	The current progress state of a ticket (Open, Pending, On hold, Solved).
Tags	Labels used to categorize and organize tickets for easy filtering and reporting.
Ticket	A request for support or issue resolution submitted by a customer or an end user.
Ticket Category	A system field used to classify and organize tickets based on their nature, purpose, or the department they relate to.
Ticket Fields	Individual data entry components used to capture and display information within a support ticket.
Ticket Forms	A collection of predefined ticket fields to use when creating or displaying a ticket.
Ticket Template	Pre-filled ticket form designed to help agents quickly create support tickets for frequently occurring issues or requests.
Ticket Views	Predefined or custom filters that allow agents to organize and access tickets based on specific criteria.
Watchers	Additional agents who are notified of ticket activity but not directly assigned.
Worklog	A record of time and activity logged by agents to track time spent on support for performance, billing, and reporting.

AI Module

Term	Definition
AI Center	The centralized workspace for configuring, managing, and monitoring all AI-powered capabilities within BoldDesk, including AI Agents, AI Assist, automation, analytics, and AI credits.
AI Agent	An intelligent virtual assistant that responds to customer inquiries using configured knowledge sources, tools, and automation rules across supported communication channels.
Agent Builder	A configuration area where administrators create, edit, test, and publish AI agents and define their behaviour.
Email AI Agent	An AI-powered agent that automatically processes incoming emails and sends the first response to customers based on configured knowledge and instructions.
Knowledge Library	A repository of articles, files, FAQs, and website content that AI agents use as knowledge sources to answer customer questions.
AI Answers	A feature that enables AI agents to answer questions submitted through the customer portal by utilising configured knowledge sources.
API Tools	REST API endpoints that AI agents can call to retrieve, update, or interact with external systems and data sources during conversations.
MCP Tools	Tools exposed through Model Context Protocol (MCP) servers that provide AI agents with secure access to external actions, data, and integrations.
MCP Server	A configuration area for connecting and managing MCP servers, authentication methods, and associated OAuth clients used by AI agents.
AI Agent Assignment	An automation feature that routes tickets to the most appropriate AI agent based on conditions such as brand, channel, or ticket attributes.
AI Trigger Orchestration	A workflow automation feature that defines the actions, sequences, and conditions under which AI agents perform tasks on tickets.
Field Prediction	An AI-powered capability that analyses ticket content and automatically populates relevant ticket fields with predicted values.
Sentiment Analysis	A feature that evaluates customer messages to identify tone and help support teams prioritise conversations requiring attention.
Thank-You Detector	An automation feature that detects customer replies containing only acknowledgments or gratitude and helps prevent unnecessary ticket processing.
Auto-Merge Tickets	An AI-powered automation that identifies and merges multiple tickets from the same customer into a single ticket when appropriate.
Conversation Sources	A knowledge generation feature that analyses resolved conversations and identifies content suitable for creating knowledge base articles.
Suggested Articles	AI-generated article recommendations based on resolved conversations that can be reviewed, edited, merged into existing articles, or published as new knowledge articles.
Awaiting Recurrence	A review state for AI-generated article candidates that require additional occurrences of similar issues before being promoted as suggested articles.
AI Assist	A collection of generative AI tools designed to improve agent productivity by assisting with replies, writing, translations, content creation, and ticket handling.
Response Generator	An AI Assist feature that drafts customer responses using ticket context and available knowledge sources.
Writing Assistant	An AI-powered editor that rewrites, corrects, improves, summarises, or translates text directly within the support interface.
Smart Article Assistant	An AI tool that helps create, improve, summarise, and optimise knowledge base articles.
Custom Prompts	User-defined prompts that allow administrators and agents to execute specialised AI tasks and generate customised responses or content.
AI Assist Access	A permissions feature used to assign and control which agents can use AI Assist capabilities.
AI Agent Performance Overview	An analytics dashboard that tracks AI agent metrics such as resolution rates, response times, and conversation volumes.
AI Assist Usage Overview	A reporting dashboard that monitors how agents use AI Assist features and identifies the most frequently used AI capabilities.
AI Credit Usage Dashboard	A dashboard that provides detailed visibility into AI credit consumption across agents, channels, and time periods.
AI Credits Consumption & Balance Dashboard	A monitoring dashboard that tracks available AI credits, consumption trends, and remaining balances.
AI Settings	The configuration area for managing AI models, behaviour settings, tone preferences, and fallback rules.
Usage and Credits	A section for tracking AI credit consumption, monitoring usage thresholds, and configuring alerts related to AI service usage.
Buy Additional AI Credits	A purchasing option that allows organisations to acquire additional AI credits when existing allocations are insufficient.

Chat Module

Term	Definition
Chat	Chat feature is a real-time communication tool that allows support agents to interact directly with customers through a chat widget embedded on your website or customer portal.
Chat Fields	Data fields used within live chat interactions to collect, display, and manage information about the conversation and the visitor.
Chat Forms	Structured forms used during live chat sessions to collect information from visitors and guide the conversation.
Chat Views	Customisable filters that help agents efficiently organise, access, and manage live chat conversations.

Activities Module

Term	Definition
Activities	Structured actions or interactions that can be either independent or linked to a ticket or contact, which help teams collaborate more effectively by tracking and managing various types of engagements related to customer support or internal operations.
Activity Fields	Predefined data fields used when creating or editing an activity—such as a task, call, meeting, or ticket forwarding. This field cannot be customised or added.

KB Module

Term	Definition
KB Article	A self-service online document that provides information about a product, service, or internal process designed to help users find answers to common questions, troubleshoot issues, and learn how to use features without the need to contact support.
KB Category	The top-level folder used to organize articles and structure content within the knowledge base so that users can easily navigate and find relevant information.
KB Section	A subdivision within a KB Category that helps further organize articles into logical groups. This enhances the structure and navigability of your knowledge base, making it easier for users to find relevant content.
Knowledge Base (KB)	A collection of articles and resources for self-service support.
Related Articles	Articles linked to other articles for additional context or information.

Contacts Module

Term	Definition
Anonymous Visitors	Refer to users who interact with your support system without logging in or creating an account.
Contact Groups	A contact group is used to organize related contacts. It can be considered as a company, where the contacts represent the employees working under that company.
Contacts	Refers to a customer or end-user record—someone who interacts with your support team by submitting tickets.
Visitors	Anonymous or unauthenticated users who interact with your support system—especially through live chat—without having a registered contact profile.

Admin Module

Term	Definition
Access Logs	Audit logs that track user sign-ins, authentication activity, and access attempts within the system.
Activity Logs	Audit logs that record actions performed by users, including configuration changes, updates, and administrative operations.
Admin	A user with elevated permissions who can manage system settings, users, workflows, channels, and other administrative functions.
Agent	A support representative responsible for managing customer interactions, handling tickets, and resolving support requests.
Agent Availability Status	A feature that enables agents to indicate their availability status for handling support interactions.
Agent Load	A workload management setting that controls the number of tickets or conversations that can be assigned to an agent.
Agent Shifts	Scheduled working periods that define when agents are available to receive and manage support requests.
Agent Skills	Configurable skills or expertise categories assigned to agents to facilitate skill-based ticket routing and assignment.
Audit Logs	A centralized area that provides visibility into system activities, security events, integration events, and workflow operations.
Auto Assignments	Automation rules that automatically assign tickets to agents or groups based on defined conditions, skills, workloads, or routing logic.
Automation	A collection of workflow capabilities that automate ticket actions, assignments, notifications, escalations, and business processes based on predefined conditions.
Blocked Email Recipients	Email addresses that are prevented from receiving outgoing emails from the support system due to administrative restrictions or suppression settings.
Brand	A separate business entity, product, service line, or customer-facing identity managed within the same BoldDesk account.
Business Hour	Configured support operating hours used for ticket handling schedules, SLA calculations, and workflow execution.
Canned Responses	Predefined response templates that agents can insert into tickets to quickly answer common customer inquiries.
Contact Group Fields	Custom fields used to store additional information related to contact groups.
Create Ticket Triggers	Automation rules that execute actions automatically when new tickets are created.
Customer Portal	A self-service portal where customers can submit tickets, track requests, view knowledge base content, and interact with support teams.
Customer Satisfaction (CSAT)	A survey mechanism used to collect customer feedback regarding the quality of support services received.
Developer Settings	A configuration section for developer-focused features such as APIs, webhooks, integrations, and advanced customization options.
Email Failure Logs	Audit logs that record failed outbound email deliveries, bounces, and email processing issues.
Emails	The email channel configuration area used for managing support email addresses and email-based ticket creation.
Escalation	An automation process that notifies agents or teams when ticket deadlines or SLA targets are breached or approaching violation.
Field Dependencies	A feature that creates relationships between fields, allowing available field options to change dynamically based on user selections.
General Settings	Core account and help desk configuration options that control system-wide behavior and preferences.
Groups (Teams)	Collections of agents organized by department, function, or responsibility to simplify ticket assignment and access management.
Holiday Lists	Calendars containing organization holidays that are excluded from business hour and SLA calculations.
Import Data	A migration utility used to import records, tickets, contacts, or other data into BoldDesk.
Integration Failure Logs	Audit logs that capture failed communications or synchronization attempts with third-party applications and services.
Language	Configuration settings used to manage localization and language preferences across the platform.
Marketplace	A catalog of third-party applications and integrations that can be installed to extend BoldDesk functionality.
Mobile SDK	A software development kit that enables developers to integrate BoldDesk support features into mobile applications.
Next Response	An SLA target that defines the maximum allowable time for subsequent updates after the first agent response.
PCI Logs	Security-focused audit logs that track events relevant to PCI compliance and payment-related data handling.
Reader Roles	Knowledge base permission settings that determine who can view specific knowledge base content.
Reminder	An automated notification sent before SLA deadlines to alert agents or groups about pending tickets.
Resolution	The SLA target that defines the maximum time allowed for a ticket to be solved or closed.
Roles and Permissions	Access control settings used to define user privileges and operational capabilities throughout the system.
Saved Views (Ticket Views / Activity Views)	Customizable filtered lists that help users quickly access specific sets of tickets or activities.
Scheduled Tickets	Future-dated tickets configured to be created, activated, or processed at a specified time.
Security & Compliance	Configuration settings related to security policies, authentication, privacy controls, and compliance requirements.
SLA (Service Level Agreement)	A policy that defines response and resolution targets for tickets based on business requirements.
Tags	Labels used to categorize and organize tickets for filtering, reporting, and workflow automation purposes.
Ticket Automation	A collection of automation tools that control ticket routing, updates, notifications, and workflow execution.
Ticket Fields	Standard and custom data fields used to capture, store, and manage ticket information.
Ticket Forms	Configurable forms used to collect ticket information from agents and customers.
Ticket Macros	Reusable action sets that perform multiple predefined updates to a ticket with a single click.
Ticket Templates	Preconfigured ticket structures that simplify the creation of commonly used ticket types.
Time Triggers	Scheduled automation rules that execute actions after specific time intervals or deadlines are reached.
Triggers	Automated workflow events that initiate actions when predefined criteria are met.
Update Ticket Triggers	Automation rules that execute when existing tickets are modified or updated.
User Fields	Customizable fields used to store additional information about contacts and agents.
User Verification	Security functionality used to verify user identities and validate access requests.
Views	Configurable filters and layouts that help users organize and access ticket and activity information.
Web Forms	Customizable forms embedded on websites that allow customers to create tickets directly from external sites.
Web Widgets & AI Agent	Website widgets that provide customer support capabilities, including ticket submission, live assistance, and AI-powered interactions.
Webhook Failure Logs	Logs that record unsuccessful webhook delivery attempts and related errors.
Webhooks	HTTP-based integrations that send real-time event data from BoldDesk to external applications.
Workflow Error Logs	Audit logs that capture workflow execution failures and automation-related errors.
Workflow Webhook Logs	Logs that record webhook events triggered specifically by workflow automations.

Reports Module

Term	Definition
Dashboard	A customizable visual interface within the Reports or Analytics module that consolidates and displays key performance metrics in one place.
Insights	Various analytics designed to help support teams understand performance, customer behaviour, and content effectiveness.
Reports	Structured summaries of data used to analyze support operations, track performance, and make data-driven decisions.

Approval Module

Term	Definition
Approval	Refers to a formal request for authorisation before certain actions or changes are implemented within a ticket or workflow.
Approval Requests	This is the formal process used to seek authorisation for specific actions or changes within a ticket.
Approver	Approver refers to a designated individual responsible for reviewing and authorising specific actions or changes—typically within the ticket approval workflow.

Frequently Asked Questions

What is BoldDesk, and why should I understand its terminology?
BoldDesk is a help desk and customer support platform designed to manage tickets, conversations, automation, AI assistance, and reporting. Understanding its terminology helps agents, admins, and teams work more efficiently, configure workflows correctly, and collaborate effectively across support operations.
How do tickets work in BoldDesk?
A ticket is a customer’s support request. Tickets can have priorities, statuses, categories, tags, notes, and watchers. They can also be linked (parent, child, related), shared, merged, or cloned to simplify handling complex or recurring issues. Tickets help track communication, time spent (worklogs), and SLA compliance.
What role does AI play in BoldDesk?
BoldDesk’s AI module enhances support by improving response quality. Features like AI Assist, AI Agents, AI Tool, and Custom Prompts assist agents with replies, workflows, and real‑time actions. Performance dashboards and reports help teams monitor AI usage, effectiveness, and unanswered questions.
How do admins and teams manage workflows and performance in BoldDesk?
Admins configure automations, SLAs, triggers, macros, access controls, and audit logs to streamline operations. Teams use Reports, Dashboards, and Insights to track performance, customer satisfaction (CSAT), agent workload, and response times, ensuring consistent and scalable customer support.

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