Getting Started with Side Threads in BoldDesk

Side Threads in BoldDesk are internal discussion spaces linked to a support ticket. They allow agents to collaborate privately with teammates or other departments without involving the customer. This feature helps organize communication, streamline workflows, and maintain clarity when handling complex issues.

Learn More About Side Threads

Explore these resources for quick setup and best practices:

• Configuring Side Thread Settings in BoldDesk – Learn how to enable Side Threads, assign permissions, and set up notifications for smooth collaboration.
• Managing Side Threads in BoldDesk – Step-by-step instructions for creating, replying, closing, and organizing side threads effectively.
• Using Side Threads with Microsoft Teams – Discover how to integrate BoldDesk with Microsoft Teams for real-time communication, file sharing, and @mentions across platforms.

Feature Limits by Plan

Why Use Side Threads (Key Benefits)

Support tickets often involve multiple steps and require input from different teams. Mixing all conversations in the main ticket can lead to confusion. Side Threads provide a structured way to manage internal communication:

• Organized Information: Keep discussions about specific issues separate from the main ticket conversation.
• Private Collaboration: Communicate internally with the right people without exposing details to the customer.
• Contextual Linking: Each thread is tied to a ticket for easy reference.
• Multiple Standalone Conversations: Create separate threads for different topics within the same ticket.
• Audit Trail: Every message and action in a Side Thread is logged, making it easy to review decisions and troubleshooting steps later.

Common Use Cases

1. Get Approval from Another Team

Scenario: A customer requests account reinstatement after suspension.
Action: The support agent needs approval from the Legal Team before responding.
Side Thread Message:
Hi Legal Team, please review this account for compliance before we proceed.
Benefit: This discussion stays internal, and the customer only sees the final decision.

2. Seek Technical Help from Other Departments

Scenario: A customer reports a payment failure.
Action: The agent creates a Side Thread for the Development Team.
Side Thread Message:
Hi Dev Team, can you check if there’s an API timeout in the payment logs? Attaching error screenshot.
Benefit: The Dev Team responds internally, and the agent updates the customer once the issue is fixed.

3. Coordinate Multi-Team Actions for Complex Requests

Scenario: A customer requests a feature upgrade involving Support, Billing, and Engineering teams.
Action: The agent creates multiple Side Threads:
Side Thread Message:
Hi Billing Team, please confirm if the customer’s subscription supports this upgrade.
Hi Engineering Team, can you check feasibility for deployment?
Benefit: Each team gets a dedicated thread for their part of the task, avoiding confusion and keeping discussions organized.

4. Discuss Sensitive Information Securely

Scenario: A customer asks for a custom discount.
Action: The agent needs approval from the Pricing Team.
Side Thread Message:
Hi Pricing Team, customer requested a 20% discount. Can we approve this?
Benefit: Sensitive pricing details remain internal and hidden from the customer.