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 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
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.
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
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, 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
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
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 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
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, 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”