Comprehensive Guide to Onboarding with BoldDesk

Onboarding to BoldDesk is a guided and practical process designed to help teams go live quickly while ensuring workflows, automations, and SLAs are aligned with real operational needs. Beyond basic setup, the onboarding experience includes hands‑on assistance with workflow design, helping teams translate existing support processes directly into BoldDesk configurations.

This guide outlines key steps, best practices, and resources to ensure a smooth onboarding experience.

1. Account Setup

Access Your BoldDesk Account

• Log in to your BoldDesk admin portal.
• Ensure your user profile and team access permissions are correct.

Customize Brand & Portal Settings

Configure branding and identity settings for the Agent Portal and Customer Portal, including:

• Company name
• Logo and brand colours
• Portal layout preferences
• Custom domain (if applicable)

Resources

• How to Customize Agent Portal Settings in BoldDesk
• BoldDesk Customer Portal Customization: Step-By-Step Guide

2. Support Email Configuration

Email-to-Ticket Setup

Configure the email channel to automatically convert incoming emails into support tickets.

Support Email Customization

Set routing rules, reply templates, and mailbox preferences.
Resources

• How to Convert Emails to Tickets in BoldDesk
• BoldDesk Support Email Configuration: Setup Guide & Tips

3. Ticket Fields & Form Configuration

Ticket Form Customization

Admins can:

• Add custom ticket fields.
• Modify existing fields.
• Change form order and field visibility.
• Create separate forms for different departments or workflows.

Contact Field Configuration

You can also configure fields for:

• Contacts
• Contact groups

Resource

• Explore How to Manage Fields and Forms in BoldDesk

4. Automations, Workflows & SLAs

SLA Policies

Set response and resolution SLAs to ensure consistent support quality.

Ticket Automations

Automate ticket routing, assignments, escalations, and notifications.

Workflow Management

Define workflow rules to streamline ticket lifecycle management.

Resource

• SLA, Escalations and Reminders

5. Live Chat, Web Forms & Widgets

Configure customer-facing support channels such as:

Live Chat

• Enable live chat on your website or product.
• Customise chat appearance and behaviour.

Web Widgets & Contact Forms

• Embed support widgets into external web pages.
• Configure pre-chat forms and ticket submission widgets.

Resources

• Live Chat
• Embeddable Web Widgets and Forms

6. AI Support

Leverage BoldDesk AI for 24/7 support coverage.

AI Agent Capabilities

• Automated customer responses
• Ticket assistance
• High-volume traffic management
• Contextual knowledge retrieval

Resource

• Enable AI Agent in BoldDesk Live Chat for 24/7 Support
• Getting Started with BoldDesk AI Copilot
• Getting Started with BoldDesk AI Agent

7. Integrations with Third‑Party Tools

Supported Integration Types

Connect BoldDesk with:

• CRM systems
• Chat and communication platforms
• Productivity tools
• Third-party apps via direct integrations or APIs

Resource

• BoldDesk Third-Party App Integrations.

8. Reporting & Analytics

Accessing Reports

Use BoldDesk analytics dashboards to track:

• Ticket volume
• Agent performance
• SLA compliance
• Customer satisfaction

Availability depends on your plan level.

Resource

• Analytics & Reports.

9. Support & Help Resources

Getting Help

Use BoldDesk’s support channels:

• Help Center
• Knowledge Base Articles
• Self-Help Demos for Instant Support
• Tutorial Videos

Launching Your Support Operations

Once everything is set up and tested, launch BoldDesk for your support operations:

FAQs

Q1: How do I start customising BoldDesk after logging in?
Go to Admin → Settings to configure branding, ticket fields, SLAs, and support channels.

Q2: Can I automate ticket routing and notifications?
Yes. Use Automation Rules and Workflow Rules under the Admin module.

Q3: How do I enable email-to-ticket conversion?
Set up your mailbox in Admin → Channels → Email and follow the email configuration guide. Explore How to Convert Emails to Tickets in BoldDesk.

Q4: Does BoldDesk support live chat integration?
Yes. You can embed a customisable live chat widget on your website.

Q5: How can I enable AI-powered customer support?
Enable the AI Agent from the Live Chat settings for automated 24/7 responses.