# BoldDesk AI customer service and help desk software for teams handling support across channels. - Findings24: - Website: - Pricing: Paid - Categories: Business Software ## What is BoldDesk? BoldDesk is an AI customer service and help desk platform for managing customer requests across digital support channels. It combines AI agents and AI-assisted ticket handling with a shared inbox, ticketing, knowledge management, workflow automation, reporting, and human agent tools. Teams can select a monthly AI-credit volume while human agents and the full platform are included in the listed plan structure. The product is designed to support both automated request resolution and human-led service workflows. ## What can BoldDesk do? ### AI agents and copilot AI agents are offered across channels, including email and tickets, alongside an AI Copilot for agent-assisted support. ### AI actions and approval controls AI actions can handle tasks such as orders, refunds, and API calls. Human-in-the-loop approvals provide a review step for supported actions. ### Shared inbox and ticket workflows Ticket management includes unlimited tickets, side threads, canned responses, approvals, watchers, snoozing, and options to split, merge, or clone tickets. ### Omnichannel support Connect email, live chat, WhatsApp, SMS, phone, social messaging, Teams, and Slack to support workflows. Web forms, widgets, a portal, and mobile app or SDK access support additional entry points. ### Knowledge base and automation Teams can maintain public or private multilingual knowledge bases and use workflow automation, routing, SLA reminders, escalations, and time-based rules. ### Reporting and governance Review ticket, SLA, CSAT, team, and AI-credit reports. Access controls include SSO, two-factor authentication, roles, audit logs, IP restrictions, and data redaction. ## Use Cases ### Automate routine customer requests Use AI agents and configured actions to address recurring inquiries and supported tasks such as order or refund requests, with approval review where needed. ### Coordinate conversations across channels Bring customer conversations from channels such as email, chat, messaging, and social platforms into ticket and shared-inbox workflows. ### Manage service levels and ticket ownership Apply routing, business-hour schedules, SLA reminders, and escalations to organize queues and keep time-sensitive tickets visible. ### Support customers with reusable knowledge Publish public or private knowledge-base articles, including multilingual content, and connect self-service material to support workflows. ### Monitor support operations Use ticket, SLA, CSAT, team, and AI usage reports to review service activity and operational performance. ## Frequently Asked Questions ### How is the commercial plan priced? As an example, 1,000 monthly AI credits cost $99/month billed yearly ($1,188/year), or $116 on monthly billing; the displayed tier includes five human agents. Credit tiers include different agent counts. Extra agents cost $20 each per month, and volumes above 50,000 credits are quoted separately. ### Does one AI credit mean one resolved ticket? No. Credits track task complexity. Simple answers, drafts, or summaries use 1–2 credits; a focused skill or connected-system task uses 3–5; multi-step work across systems uses 8–12. A handoff with no AI answer is free. ### What happens if AI credits run out? The subscription, human agents, and platform features keep working. You can buy 1,000 top-up credits for $40, upgrade the tier, or route new work to people until credits reset. The pricing page states there are no automatic overage charges; unused monthly credits normally do not roll over. ### Can a person approve AI actions? Human-in-the-loop approvals are available for supported AI actions. Configure connected systems, permissions, and review steps for workflows such as order lookups, refunds, or API calls. ### Is there a trial or startup offer? The free trial does not require a credit card. A separate program gives qualifying new startups up to 10 agent seats for 12 months and 1,000 one-time AI credits; further AI usage needs a paid add-on. Eligibility and approval apply, so this is a time-limited offer. ### What data restrictions should support teams check? The standard Terms prohibit uploading data relating to children or medical information. They also make the customer responsible for the data sent through the service. Review the governing agreement and permitted data before connecting sensitive support workflows. ## Quick Facts - **Product category**: AI customer service and help desk software - **Primary users**: Customer support teams and human service agents - **Deployment workflow**: AI agents, agent assistance, ticketing, and shared inbox - **Commercial pricing**: Paid AI-credit tiers with a tier-dependent number of human agents - **Trial**: Free trial without a credit card - **Website**: bolddesk.com