BoldDesk is a modern Help Desk platform created to oversee customer support processes comprehensively. It allows teams to create, monitor, and resolve tickets effectively through a single platform that offers ticketing, automation, omnichannel communication, reporting, and self‑service features.

Before you begin, ensure you have completed setting up your BoldDesk Platform. Explore further instructions about How to Set Up Your BoldDesk Site.

In this article, you’ll learn how to start using the BoldDesk platform to create and manage tickets across different channels.

Things to Know Before You Start

Before you jump into the tasks ahead, here are some helpful things to know.

Web-Based Application

• BoldDesk works in most modern browsers—no installation required.
• Enable cookies, pop-ups, and JavaScript for full functionality.

Terms of Use

• By creating a BoldDesk account, you agree to the platform’s Terms of Use.

Help Resources

• Offers a number of online resources to provide help and insights into the tools and features. Check out the searchable Knowledge Base if you want to learn how the feature works, or if you run into any trouble.

Creating a Ticket in BoldDesk

A ticket represents an issue or request submitted to the support team. In BoldDesk, most users start with a standard email ticket, but there are multiple ways to create tickets, including:

• Email
• Customer portal
• Agent portal
• Embeddable web forms and widgets
• Mobile app (iOS and Android)
• API

For more details, learn more on How To Create a Ticket in BoldDesk – Complete Guide.

Replying to a Ticket

Agents can reply to a ticket via the agent portal, and customers can reply via the customer portal or email. For more details, learn How to Reply to Tickets and Format Responses in BoldDesk.

Additional BoldDesk Modules & Features

Below is a categorized overview of all major areas of BoldDesk, each linking to detailed documentation.

AI In BoldDesk

BoldDesk includes AI-powered features to enhance ticket management and customer support. Explore these tools to automate responses and improve efficiency. Explore AI in BoldDesk for more details.

Working with Tickets

Check out the articles under the Working with tickets section for more details on working with tickets. You will be provided with some valuable resources to use while working.

Check out this video for more details

Working with Live chat

Enables real-time communication between customers and support agents for quick issue resolution. Explore Working with Live Chat for further details.

Working with Activities

Tracks tasks, reminders, and follow-ups related to tickets and customer interactions. Explore Working with Activities.

Working with Omnichannel

Consolidates customer queries from multiple channels (email, chat, social media) into one platform. Learn more about Working with Omnichannel.

Knowledge Base

Provides a self-service portal with articles and FAQs to help customers find answers easily. Get more about Knowledge Base.

Contact and Contact Group

Organizes customer information and groups for better communication and ticket management. Learn more about Contact and Contact Group.

Administration and Configuration

Allows admins to manage settings, roles, permissions, and overall system configuration. Explore more about Administration and Configuration.

Email & Configuration

Configures email accounts for sending and receiving support emails seamlessly. Learn more about Email & Configuration here.

Analytics & Report

Offers insights into ticket trends, agent performance, and customer satisfaction through detailed reports. Explore more on Analytics & Report.

Customer Portal

A dedicated portal for customers to submit tickets, track progress, and access resources. Get more here about Customer portal.

Mobile App

Lets agents and customers manage tickets and communicate on the go via iOS and Android apps. You can get more details here on Working with Mobile App.

Ticket Workflows

Automates ticket routing, prioritization, and status updates to streamline support processes. Explore more on Ticket Workflows.

Integration

Connects BoldDesk with third-party tools like CRM, project management, and productivity apps. Explore more on Integration.

Rest APIs & Webhooks

Provides developers with tools to integrate BoldDesk into custom applications and workflows. Explore more on Rest APIs & Webhooks.

Security and Compliance

Includes encryption, audit logs, role-based access, and compliance certifications. Explore more on Security and Compliance.

Billing & Subscription

Manage plans, payment methods, renewals, and add-ons for BoldDesk services. Explore more on Billing & subscription.

Productivity Tips & Tricks

Guides for optimizing workflows and improving efficiency. Explore more on Productivity Tips & Tricks.

Troubleshooting Guides

Explore additional guides for resolving common issues. Explore more on Troubleshooting Guides.

Frequently Asked Questions

1. Do I need to install any software to use BoldDesk?
   No. BoldDesk is completely web-based and works on modern browsers with cookies, pop-ups, and JavaScript enabled.

2. How do I create a ticket in BoldDesk?
   You can create tickets via email, agent portal, customer portal, mobile apps, embedded forms, or APIs.

3. Where can I find tutorials and documentation?
   Visit the BoldDesk Knowledge Base for articles, guides, troubleshooting steps, and videos.

4. Can customers track their ticket status?
   Yes. Customers can use the Customer Portal to track progress, reply, and access resources.

Related Articles

1. How to Create and Use Ticket Templates for Quick Creation of Tickets
2. How to Customize Personal Settings in BoldDesk Agent Portal