RESEARCH TRIANGLE PARK, N.C., July 21, 2026 (GLOBE NEWSWIRE) — Sy cfusio ®, I c., the e te p ise tech ology p ovide of choice, today a ou ced the elease of BoldDesk® AI 2.0 as pa t of its most ece t p oduct update, imp ovi g the pe fo ma ce a d eliability of the platfo m’s ticket, email, a d copilot age ts. The elease also i t oduces a hosted Model Co text P otocol (MCP) se ve , letti g use s give outside AI tools secu e, di ect access to BoldDesk’s suppo t wo kflows. A b oade set of updates spa i g secu ity, ticket automatio , a d epo ti g was also eleased.
“Suppo t teams eed age ts that ca ca y a co ve satio all the way to a esolutio ,” said Da iel Jeba aj, CEO of Sy cfusio . “We built BoldDesk AI 2.0 so a ticket age t, a email age t, a d a copilot a e wo ki g f om the same u de sta di g, a d the MCP se ve mea s that the AI tools ou custome s al eady use ca plug st aight i to BoldDesk. This is ge ui ely automated suppo t.”
These updates come as BoldDesk adva ces to the fi alist ou d of the 2026 SaaS Awa ds. BoldDesk is a fi alist i fou catego ies:
- Best SaaS P oduct fo Small Busi ess/SMEs
- Highest Custome Satisfactio with a SaaS P oduct
- Best SaaS P oduct fo Busi ess P oductivity
- Best SaaS P oduct fo Wo kflow Automatio
BoldDesk AI 2.0 i cludes:
Ticket AI Age t: Automatically assig s tickets a d ge e ates espo se d afts, public otes, o p ivate otes based o co text. Age ts eview a d app ove eve y espo se befo e it goes out, keepi g a pe so i the loop o eve y i te actio .Email AI Age t: Reads, classifies, a d d afts espo ses to i comi g suppo t emails, cutti g dow the ma ual t iage that typically eats up the fi st few mi utes of eve y shift.Deploy Ac oss Cha els: The same AI age ts ca be deployed ac oss email, chat, social media, WhatsApp, a d SMS, so suppo t stays co siste t o matte whe e a custome eaches out.Co ected K owledge: Age ts lau ch usi g a compa y’s existi g k owledge base, docume tatio , a d policies f om day o e, so espo ses a e g ou ded i eal, app oved i fo matio athe tha ge e ic a swe s.MCP Se ve : A hosted Model Co text P otocol se ve that lets outside AI tools, i cludi g Claude, ChatGPT, Gemi i, a d GitHub Copilot, c eate a d update tickets, eply to co ve satio s, pull ticket histo y, a d ma age app ovals di ectly i side BoldDesk. Teams do ‘t eed to build o mai tai thei ow se ve to co ect these tools.AI Copilot E ha ceme ts: A ew tha k-you detecto flags app eciative eplies so they do ’t eope tickets u ecessa ily. Field p edictio a d se time t detectio ca ow be scoped by b a d a d sou ce, a d se time t updates automatically with each ew custome eply.
The July elease also i cludes updates fo secu ity, ticketi g, om icha el suppo t, epo ti g, a d the mobile app:
Secu ity: Custom egex ules fo data edactio let admi s mask busi ess-specific ide tifie s beyo d system defaults.Ticketi g a d Automatio : A s ooze ticket optio pauses tickets without losi g SLA t acki g. Skill-based assig me t outes tickets by age t skill a d p oficie cy, with built-i load bala ci g.Om icha el a d Live Chat: New WhatsApp templates a d i te active Teleg am CSAT su veys. The live chat widget adds a home view, t a sc ipt dow loads, clickable CTAs, a d ca d- a d list-based selectio s.K owledge Base: Home page customizatio a d featu ed a ticles fo the custome po tal.Repo ti g a d Dashboa ds: Data labels, value a d pe ce tage views, g ouped KPI compa iso s, saved dashboa d views, a d k owledge base data i scheduled epo ts.I teg atio s: New co ectio s with AWS CloudWatch, Make, Google Cale da , a d Google Meet; e ha ced Slack a d Mic osoft Teams (SLA ale ts, wo kflow co ditio s); Twilio voicemail suppo t.Mobile App: AI-ge e ated ticket a d chat summa ies, plus Asa a, HubSpot CRM, a d St ipe i teg atio s.
BoldDesk co ti ues to add ew capabilities each qua te , with ticket histo y e ha ceme ts a d ew X a d TeamViewe i teg atio s al eady o the oadmap. O ga izatio s switchi g f om Ze desk, F eshdesk, o a othe help desk platfo m get f ee access to BoldDesk mig atio se vices. Eligible custome s also get BoldDesk fo f ee th ough the e d of thei cu e t competito co t act. Full details o the July elease a e available at bolddesk.com/p oduct-updates/july-2026.
Headqua te ed i the tech ology hub of Resea ch T ia gle Pa k, NC, Sy cfusio , I c. delive s a awa d-wi i g ecosystem of develope co t ol suites, embeddable BI platfo ms, a d busi ess softwa e. Sy cfusio was fou ded i 2001 with a si gle softwa e compo e t a d a missio to suppo t o ga izatio s of all sizes, se vi g eve yo e f om i dividual develope s a d sta tups to Fo tu e 500 e te p ises. Though its pilot p oduct, the Esse tial Studio® suite, has g ow to ove 1,600 develope co t ols, its missio emai s the same. With offices i the US, I dia, a d Ke ya, Sy cfusio p io itizes the custome expe ie ce by p ovidi g featu e- ich solutio s to help develope s a d e te p ises solve complex p oblems, save mo ey, a d build high-pe fo ma ce, obust applicatio s.
