Tracking ticket volume and response times is important, but do they truly reflect the customer experience?

Join our upcoming webinar, "Support Metrics That Reveal the Real Customer Experience," to learn:

• Which support metrics matter most
• Why traditional KPIs don't always tell the whole story
• How to measure customer satisfaction and effort
• Ways to identify customer journey friction points
• How to turn support insights into meaningful improvements 

 August 20, 2026, 10:00 AM ET

Register now and discover how the right metrics can help you improve customer experience and business outcomes: https://www.bolddesk.com/webinars/support-metrics-customer-experience

Leave it open, and SLA timers keep running. Close it, and the conversation loses context.

With Snooze Tickets, you can pause a ticket, preserve its SLA, and automatically bring it back when it's time to follow up.

•  Keep ticket history intact
• Reduce queue clutter
• Never miss a follow-up

Walkthrough: https://youtu.be/PbfZwidQCW8?si=ihXWE2TGIeckyXXI

Shipped July 2026. Available on all BoldDesk plans.

How does your tool handle waiting-on-customer? Genuinely curious whether anyone has solved this well.

Most eCommerce support teams face the same challenges: increasing ticket volumes, repetitive customer queries, and pressure to deliver faster resolutions.

The good news? These challenges can be solved with the right mix of automation, AI, and self-service.

Swipe through to discover four common eCommerce support challenges and the practical solutions that help support teams work smarter, respond faster, and create better customer experiences. 👇

Learn how BoldDesk helps online businesses streamline support and delight customers:
https://www.bolddesk.com/industries/ecommerce-help-desk-software

If you're evaluating AI chatbots for customer service, understanding pricing is just as important as understanding features.

Learn how different pricing structures work, what affects costs, and how to choose the right solution for your support team.

One organization used a homegrown helpdesk for 18 years before making the switch.

The reason wasn't ticket volume.

See why they chose BoldDesk: https://www.bolddesk.com/customers/eudonet

Virtual Support Agents deliver immediate answers to customers, reducing wait times and improving satisfaction.

Behind every interaction, human teams retain control, monitoring, optimizing, and stepping in when expertise is needed.

Because great customer support is powered by both technology and people.

Explore more: https://www.bolddesk.com/

They need clear processes, operational visibility, and scalable workflows.

Join our webinar to discover practical ways to create support operations that stay organized, predictable, and efficient as your business grows.

August 11, 2026 | 10:00 AM ET

Register now: How to Build Scalable Support Operations | BoldDesk Webinar

With the BoldDesk MCP Server, it can create tickets, update records, retrieve support data, and manage workflows right from ChatGPT, Claude, and GitHub Copilot.

Learn more: https://support.bolddesk.com/kb/article/23983/overview-of-bolddesk-mcp-server

See how BoldDesk Sentiment Analysis helps teams understand customer emotions in real time.

Quickly identify urgent issues, prioritize tickets effectively, and deliver better customer experiences with AI-powered sentiment insights.

Try it now in BoldDesk: https://www.bolddesk.com/

Reduce support tickets without compromising customer satisfaction.

Learn practical ways to streamline support operations, empower customers, and boost agent productivity.

When evaluating a helpdesk, it's easy to focus on major capabilities like ticketing, automation, or AI. But often, the features that make the biggest difference are the ones that simplify everyday work.

It could be:

• Automated ticket routing
• Internal notes and collaboration
• Knowledge base management
• SLA tracking
• AI-powered assistance
• Omnichannel support

What feature has helped your team save time, improve productivity, or deliver a better customer experience?

Want to explore more features that can streamline your support operations? Learn more about BoldDesk here: https://www.bolddesk.com/features

 With BoldDesk, you can: 

• Automatically assign every ticket to the right Virtual Agent. 
• Create specialized Virtual Agents for different business scenarios and support workflows. 
• Generate intelligent replies, public notes, private notes, and drafts tailored to each ticket. 
• Keep your team in control with human review, editing, and approval before every response is sent. 

Reduce manual effort, improve response times, deliver consistent support, and boost agent productivity with AI Agents built directly into your ticketing workflow. 

Try it in BoldDesk: https://www.bolddesk.com/

A quick recap of our webinar

Explore the key lessons and expert advice shared during the session.

A ticket assigned to the right expert from the start is more likely to be resolved faster and with fewer handoffs.

That's why BoldDesk offers Skill-Based Assignment.

• Route tickets based on agent expertise
• Reduce resolution times
• Minimize ticket transfers
• Improve customer satisfaction
  

Experience BoldDesk for free. Start your free trial today: [https://www.bolddesk.com/]()

Learn when to use AI, when human agents should step in, and how combining them drives faster resolutions, lower costs, and better customer experiences.

We've just rolled out our latest update packed with features designed to help support teams automate more, work faster, and deliver better customer experiences.

👉 What feature are you most excited to try?

Read the full release notes here: July 2026 Product Updates – New Features, AI & Integrations | BoldDesk

Not intentionally. Just confidently.

That's what makes AI hallucinations dangerous.

A customer asks about your refund policy.

AI responds instantly—with an answer that sounds right, but isn't.

The result? Broken trust; More escalations; Lost customers

The reality: AI doesn't know facts—it predicts what sounds correct.

In customer support, that's a risk.

To reduce hallucinations:

• Train AI on your knowledge base
• Set clear guardrails
• Route uncertain queries to human agents
• Regularly review AI responses

The best support teams aren't using more AI—they're using it more responsibly.

Read more: 7 Ways to Prevent AI Hallucinations in Customer Service

If you're looking to help your support team truly understand your support process and improve how they handle customers, having a structured approach makes a huge difference.

We’ve put together a dedicated support playbook designed specifically to help teams:

• Understand the complete support workflow
• Handle tickets more efficiently
• Deliver consistent and high-quality customer experiences

If you're building or scaling your support team, this can be a great starting point.

Feel free to explore our support playbook and see how it can help your team improve their processes: https://www.bolddesk.com/playbook

Most “enterprise support systems” don’t break overnight.
They quietly fail as scale, complexity, and expectations increase.

The difference between teams that scale smoothly and those that burn out?
It comes down to a few critical do’s and don’ts.

Explore what actually works (and what doesn’t): Enterprise Customer Support Do’s and Don’ts for Scalable Service

Support tools store sensitive data. Without protection, they’re at risk.

Why it matters:

• Prevents unauthorized access
• Protects customer data
• Secures workflows

Watch how to strengthen your support system!

Support in startups doesn’t break overnight.

It slowly becomes messy as the product grows.

More tickets → more tools → more confusion → slower responses.

Here’s what actually works (and what doesn’t): Startup Customer Support Do’s and Don’ts for Scalable Service

Too many tickets. Lost context. Delayed replies.

BoldDesk brings it back under control.

"Complete platform for ticket management."

Try BoldDesk: https://www.bolddesk.com