Support

Bold BI helps support teams centralize all critical ticketing and performance KPIs into one interactive dashboard, making it easier to prioritize work, identify bottlenecks, and continuously improve customer experience.

Zendesk Sunshine Customer Support dashboard displaying ticket analytics and customer interaction trends.

Zendesk Sunshine Customer Support Dashboard

Analyze customer support data, ticket trends, and customer-level insight to improve resolution quality.
Live Call Centre dashboard showing real-time call activity, queue status, and agent availability metrics.

Live Call Center Dashboard

View call volumes, agent performance, and service outcomes in one place to support efficient call center operations.
Call Center KPI dashboard displaying call volume, average handling time, service level, and resolution metrics.

Call Center KPI Dashboard

Track call center KPIs to improve support efficiency and SLA performance.
Customer Sentiment Analysis dashboard showing sentiment distribution, feedback trends, and customer experience analytics.

Customer Sentiment Analysis Dashboard

Analyze customer sentiment experience drivers to improve satisfaction and reduce churn.
Call Center Agent Performance dashboard displaying call handling time, resolution rates, and agent productivity metrics.

Call Center Agent Performance Dashboard

Analyze call center agent performance and handling efficiency to improve productivity.
Zendesk Customer Support Monitoring dashboard displaying real-time ticket tracking and SLA performance metrics.

Customer Support Monitoring Dashboard

Track detailed support ticket metrics to ensure customer satisfaction.
Incident Management dashboard showing incident status tracking, severity levels, and resolution trends.

Incident Management Monitoring

Track ticket statuses, average time to resolution, and more.
BoldDesk Ticket Analytics dashboard showing ticket trends, response time analysis, and support KPIs.

Bold Desk Ticket Analytics Dashboard

Track ticket statuses, average time to resolution, and more.
Tickets Traffic Management dashboard displaying ticket volume trends, priority breakdown, and workload distribution charts.

Customer Ticket Traffic Management Dashboard

Track support ticket and customer satisfaction metrics like customer retention rate, first response time, and more.
LiveAgent Customer Support dashboard showing ticket status distribution, response time metrics, and SLA tracking.

LiveAgent Customer Support Dashboard

Track detailed support ticket metrics to ensure customer satisfaction.
Freshdesk Agent Activity dashboard displaying workload, resolution rates, and support performance metrics.

Agent Activity Dashboard

Track detailed support ticket metrics to ensure customer satisfaction.
Nicereply Customer Satisfaction dashboard showing CSAT scores, feedback ratings, response trends, and satisfaction analytics.

Nicereply Customer Satisfaction Dashboard

Lead your industry in customer satisfaction with comprehensive feedback tracking.
Twilio Voice Calls and SMS Tracking dashboard displaying call volume trends, SMS activity metrics, response time analysis, and communication performance charts.

Voice Calls and SMS Tracking Dashboard

Track detailed call and message metrics to ensure customer satisfaction.

Why Support Teams Choose Bold BI

Support data often lives across ticketing tools, CRM systems, spreadsheets, and reports, making it difficult to see the full picture in real time.

Bold BI solves this by delivering:

  • Unified support visibility: Track open, resolved, and pending tickets from a single dashboard.
  • Faster issue prioritization: Identify urgent tickets and workload imbalances instantly.
  • Performance & efficiency insights: Monitor response times, resolution times, and agent productivity.
  • Customer experience improvement: See how response times and resolution quality impact customer satisfaction and SLAs.
  • Scalable analytics for growing teams: Scale analytics easily from small support teams to large, multi-tier organizations.

What You’ll Track

  1. Ticket volume & status: Monitor new, open, resolved, and pending tickets in real time.
  2. Response & resolution efficiency: Track average first response time, resolution time, and SLA performance.
  3. Agent & team productivity: Analyze workload distribution, tickets handled, and performance by agent or team.
  4. Incident & trend analysis: Review recurring issues, incident frequency, and time between incidents.

All dashboards are fully customizable so you cn add KPIs or metrics as needed.

Bold BI for Support Teams – Common Metrics

With fully customizable support dashboards, teams can track KPIs such as:

  • Open, closed, and resolved ticket counts
  • New tickets vs. backlog trends
  • Average response time and resolution time
  • First contact resolution (FCR)
  • Agent workload and productivity
  • Incident frequency and recurrence
  • SLA compliance and performance trends

Dashboards can be tailored for support agents, team leads, managers, and executives.

How It Works (Quick Setup)

  • Connect data from support tools including Zendesk Support, Zendesk Sunshine, and BoldDesk, or exported Excel files, SQL databases, or through Web APIs.
  • Use pre-built support dashboard samples or create custom dashboards.
  • Blend ticket, agent, and performance data.
  • Share dashboards with support teams and leadership.
  • Set alerts for SLA breaches or rising ticket volumes.
Trusted & recognized

Analytics that Wins Awards and Users.

Recognized by G2, TrustRadius and Visual Studio Magazine for delivering standout performance and value.

I appreciate Bold BI for making it easier to provide reporting for our customers, allowing both our analysts and customers to easily build and publish reports. The ability to build dashboards and modify queries for specific outcomes is very user-friendly. I value the mobile readiness of the app and its integration capabilities with API structures. The addition of AI features is impressive. The economic pricing model and the effective partnership, which includes consistent and helpful support, make it an invaluable tool for our OEM model.

Ravi S.

The support from Bold is unmatched. They do not charge extra for support and it is excellent anyway. All our tickets and questions are quickly answered with authoritative and precise guidance. This is important at the product is complex, powerful and mature. To get the most out of the tool, the level of support they provide is essential.

Murph M.

It was easy to implement data visualizations into our product. The standard widgets allowed us to build professional looking dashboards, and a robust API provided excellent control of the development and runtime process from within our application.

Scott Y.

RECOGNITION

Users Love Us

Visual Studio Reader's Choice - 2025

Leader - Fall 2025

High Performer - Fall 2025 EMEA

Regional Leader - Fall 2025 AMERICAS

TrustRadius Tech Cares

Capterra - 4.9/5

G2- 4.4/5

GetApp - 4.9/5

Software Advice - 4.9/5

Frequently Asked Questions

Yes. Bold BI scales easily to support large ticket volumes and multi-tier support operations.
By highlighting bottlenecks, workload imbalances, and recurring issues, teams can take faster corrective action.
Absolutely. Dashboards can show tickets handled, resolution time, and workload by agent.
Yes. Trend and incident analysis helps teams spot recurring problems that need long-term fixes.
Yes. Dashboards are intuitive, visual, and designed for daily operational use.
Yes. Automated dashboards eliminate the need for manual reporting and spreadsheet tracking.
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