Research Triangle Park, NC, June 26, 2025—Syncfusion®, Inc., the enterprise technology provider of choice, today announced significant updates to BoldDesk®, its customer service and help desk ticketing platform. This release includes new, AI-driven automation features that shorten response time, reduce manual work, and give developers greater control over customer-support data.
“BoldDesk® began as an in-house project built by our own engineers to organize the daily support queue, and that personal experience shapes every iteration,” said Daniel Jebaraj, CEO of Syncfusion®. “The latest enhancements focus on harnessing AI to do the busywork, while preserving the transparency, governance, and open-API flexibility support teams expect.”
These enhancements advance the BoldDesk® Team’s goal to leverage AI for everyday support tasks and streamline agent workflows without adding complexity. The release centers on three themes: action-oriented AI; frictionless ticketing; and unified, omnichannel data. New features include:
AI actions execute tasks for you: Copilot can cancel orders, update licenses, and call external APIs directly from a ticket or chat.
AI-suggested replies in notifications: The AI can insert a context-aware suggestion into the automatic email sent to customers when they submit a ticket.
Live chat speeds up conversations: AI-written summaries and subject lines and service-level agreement (SLA) timers help agents close chats faster.
Drag-and-drop ticket forms: Group fields, preview attachments, and share links so agents reach the correct info faster.
No-code workflows gain safeguards: New business-hour conditions and execution logs improve workflows. A new draft mode lets admins test automations before launch.
Deeper integrations: Two-way Salesforce sync, new voice apps, and ticket automerging bring omnichannel context into a single view.
Usage dashboards and new languages: AI-specific analytics, persistent layouts, and six additional UI languages show ROI and support global teams.
In addition to these updates, BoldDesk® continues to deliver its signature value: unlimited agents for a single flat fee, ticket resolutions up to three times faster than siloed inboxes, and a centralized workspace that scales with growing teams. BoldDesk® customers can enable these new features today from the platform’s admin center. For more information, visit bolddesk.com.
About Syncfusion®, Inc.Headquartered in the technology hub of Research Triangle Park, N.C., Syncfusion®, Inc. delivers an award-winning ecosystem of developer control suites, embeddable BI platforms, and business software. Syncfusion® was founded in 2001 with a single software component and a mission to support businesses of all sizes—from individual developers and start-ups to Fortune 500 enterprises. Though its pilot product, the Essential Studio® suite, has grown to over 1,900 developer controls, its mission remains the same. With offices in the U.S., India, and Kenya, Syncfusion® prioritizes the customer experience by providing feature-rich solutions to help developers and enterprises solve complex problems, save money, and build high-performance, robust applications.
