Zendesk vs BoldDesk

Zendesk is a robust, enterprise-ready customer service platform built for scale and flexibility. It brings together ticketing, live chat, phone support, and social media communication in a unified space. AI agents can autonomously resolve up to 80% of interactions, and AI copilots assist agents by recommending responses, summarizing threads, and suggesting next steps.

Workflow automation—through triggers and macros—optimizes ticket routing, prioritization, and escalation. Quality assurance tools allow managers to review performance, apply scoring rubrics, and deliver targeted coaching.

BoldDesk is a modern, omnichannel help desk platform tailored for streamlined support operations. It includes email-to-ticket conversion, live chat, and AI-powered reply suggestions. The solution enables ticket categorization, priority setting, macros, and canned responses to ensure rapid, consistent handling of support issues.

Agents benefit from features such as CSAT tracking, worklog tracking, tagging, multilingual functionality, @mentions, and customizable views. Mobile apps keep support teams connected on the go. Behind the scenes, BoldDesk integrates with popular tools such as Zapier, JIRA, Salesforce, and Microsoft Teams, and supports custom app development via APIs and webhooks.