FAQ

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

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

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

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.

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