Frequently Asked Questions

If you reply to an existing ticket email, the reply will be added to the same ticket.

Yes, the ticket Requester can be the Reply-to email address. You must enable the following option in order to use this function. Navigate to Admin -> Support Emails -> “Use the ‘Reply To’ email address for creating contacts”

The Agent replies will be published as public comments, and all ticket members will be notified. Updating via email does not change the ticket’s status; instead, it maintains the ticket’s current status.

Yes, you can use your own email address as the support email address by enabling the following settings. Navigate to Admin -> Support Emails -> Add Email, Clicking this button will take you to a new page where you will be asked for your email address. Note: To enable email ticketing, you must first enable […]

Yes, all email content in BoldDesk can be customized. navigate to Admin -> Email Notification -> Choose the appropriate email template and update the content. Please see this article for more information. manage-and-personalise-email-notifications

Yes, you can use our BoldDesk Triggers to create custom email notifications. Based on the ticket events, we have various types of triggers. Create trigger – Triggers when a ticket is created. Update trigger – Triggers when the ticket’s note/reply/property is updated. Time trigger – Triggers every hour based on the criteria you specify.

Yes, BoldDesk supports using your own SMTP email server to send emails to your customers. Please note: Email delivery status will not be recorded in BoldDesk. To track delivery, you’ll need to check the Sent Items folder of the configured email account.

Yes, BoldDesk allows you to send personalized emails by including the Agent’s name in the email display name. However, the email address remains the same, and the agent’s email address is not revealed. To enable this option, go to Admin > Support Emails > Configuration Tab and check the Use Agent names in ticket replies […]

Yes, you can disable email ticketing. But this will disable all the incoming email replies/creation activities. Navigate to Admin > Support Emails > Support Emails. Select Disable Ticket Creation from the action menu of the required email.

Yes, it is possible to create a private ticket via email in BoldDesk by using the #private command in the email body. When this command is included, the ticket created from that email will be marked as private, making it visible only to agents and hidden from the customer portal. This feature is part of […]

Yes, BoldDesk allows you to add an email response as a private note using specific email actions. To do this, include the following syntax in the body of your email: #private When this tag is used, the content of the email will be added to the ticket as a private note, visible only to agents […]

BoldDesk validates whether the replied user is related to the ticket or not; if not, it will be updated as a private note; the agent will validate and mark it as public if he wishes.

We can’t prevent ticket creation in this case, so be careful. If you’re having an internal conversation with BoldDesk emails, make sure to remove the support email address from the CC/TO field. otherwise, it will be marked as a public response, and all ticket members will be notified.

Yes, the BoldDesk supports the email blocklists and whitelists. Navigate to Admin > Support Emails > Configuration > Blacklist Email text box and enter the required emails/domains to be blocked.

Yes, you can set multiple agents in the escalation emails using the SLA automation triggers, and you can also send Agent group emails. You can send multiple levels of escalation based on hierarchy, such as lead and managers.

To enhance security and prevent email loops or automation spam, BoldDesk limits the number of inbound emails processed through email automation per user within an organization. First 50 emails per hour: Processed as valid. Emails 51 to 500: Marked as suspended. More than 500 emails: Ignored. Notes: The 1-hour window starts from the time the […]

Yes, you can disable the email notifications in the BoldDesk. Go to Admin > Email Notification and uncheck the checkbox to disable the email event.

To find your support email addresses, follow the steps below. Navigate to Admin > Support Emails. By navigating through the support emails, you will find the available support email addresses. You can also add your own email addresses as needed. For more information, read the following detailed article.

Yes, the trial tenants are limited to send 30 emails per day for security reasons, while the active paid tenants are not restricted.