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FAQ - Email Based Ticketing

Find answers for the most Frequently Asked Questions

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Is there a limit on BoldDesk’s outbound emails?

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

Where I can find my support email addresses for creating tickets via email?

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.

Can we disable email notifications?

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

Is there a limit to the number of email tickets that can be created?

For security purposes, we should limit the inbound emails coming to email automation. So that, we can avoid any email looping and automation spam emails in the following procedure. For each user, we will allow the following number of emails

Is it possible to send an Escalation email to multiple agents?

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.

Can we block specific emails/domains from creating/updating tickets via email?

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.

Is it possible to prevent tickets from being created if the support email address is in the CC field of an email?

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

What happens if an unauthorized/third party responds to the ticket via email?

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.

Is it possible to add an email response as a private note instead of a public comment?

No, all email actions (New ticket/Response) are public.

Is it possible to create a private ticket via email?

No, all email actions (New ticket/Response) are public and the members in the ticket will be notified.

Can we disable the creation of email tickets?

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.

Can we include the Agent’s name in the display name of the notification email?

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

Can I send emails in BoldDesk using my own mail servers?

No, BoldDesk does not currently support your own SMTP email server. You can use your own email, but it will be routed through our BoldDesk Amazon SES email server.

Can I send custom email notifications in addition to the default 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

Can we customize the email notification content?

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

Can I use my own support email instead of the BoldDesk email?

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

What happens when an agent responds to an email notification?

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.

When creating a ticket in BoldDesk, can we use a reply-to email address as the requester?

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”

If I reply to a ticket will it create a new ticket/thread in the same ticket?

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