Find your fit
Who it is for
It fits a team whose support requests have outgrown one shared mailbox. Agents need to know who owns a case, what is due next and whether a customer has been answered. A team using email, chat or social messages should test its actual channels and connected accounts before assuming all streams will arrive in the same queue.
The current pricing page ties included human-agent allowances to AI-credit tiers. A team that mainly uses human agents should compare the full cost of its desired agent count and any AI workload rather than relying on the starting amount alone.
The work it supports
Core capabilities
A customer email or custom web form can become a trackable ticket. BoldDesk also lists chat, messaging, phone and social channels. In a pilot, send sample requests through each channel you need and check ticket ownership, history, attachments and duplicate handling.
The team can route tickets by agent skill or workload. Matching automation rules can assign, tag and escalate requests. Build one safe rule with a sample ticket, then inspect the assigned owner, tags and exception path before routing real customer traffic.
Agents can filter and save views, collaborate through private notes or side threads, and use macros or canned responses for repeat actions. Check who can read internal collaboration and whether it appears in exports.
Service targets can use business hours to set response and resolution due dates. BoldDesk describes reminders and escalation when an SLA is missed. Test a ticket created outside working hours and one near a deadline; the policy must be configured and is not a guarantee of the team meeting it.
Customers can submit and track cases through a portal and look for answers in a knowledge base. Publish a few representative articles and test search, article permissions and the portal ticket form from the customer side.
Dashboards cover ticket inflow, pending work and service targets; BoldDesk also describes custom dashboards and widgets. Reproduce the support report your team already uses, including filters and historical data, before replacing an existing system.
BoldDesk describes AI that drafts replies and notes inside tickets. If that matters, test its source material, review controls and human handoff with low-risk sample cases. The vendor says private or internal-only knowledge articles are excluded from customer AI answers, but this research did not test that boundary in a real account.
Understand the offer
Pricing and getting started
The main pricing page currently displays $99 per month billed yearly, or $1,188 for the year, as the example with 1,000 monthly AI credits and five included human agents. Its FAQ gives $116 for monthly billing on that example. Confirm currency, tax, term, included agents and actual checkout or quote before budgeting.
The pricing FAQ says monthly credits reset each billing month and lists $40 per 1,000 top-up credits. It also lists additional agents at $20 per agent per month. Examine the account controls for top-ups and agent additions so AI use or staffing changes do not surprise the budget.
The vendor advertises a 15-day free trial. Verify the trial’s included credits and export options, and review renewal terms before moving customer records. Some other current marketing pages describe older team-size bundles or temporary AI offers; the present primary pricing page is the basis for this profile.
Look a little closer
Before you choose
Pilot a small synthetic case from email and portal intake through routing, an internal note, SLA timing, response, closure and reporting. Then check what the customer can see in the portal and how the complete ticket can be exported. This research did not create tickets, send replies or test an account.
If AI is in scope, test a common knowledge question and a human handoff while observing credit use. Ask for written answers on article visibility, connected-system access, retention and paid top-up controls. Public vendor pages describe these capabilities, but this research did not operate AI actions, migrate data, start a trial or purchase a subscription.
7 distinct sources behind this profile. Research observed Oct 18, 2026. Features and offers can change.
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