What is BoldDesk account URL?
The BoldDesk account URL is the domain name of your support desk. This domain name could be yourcompany.Bolddesk.com or a
Can I use a custom domain account for the mobile app?
Yes, if you have a custom domain for your BoldDesk Account, you can also use it to log in on
Does deep/universal linking work for custom domains?
Deep or universal links are only functional with default domains that follow the format of yourcompanyname.bolddesk.com. Custom domains like support.mycompany.com,
What is a Help Desk Software?
Help Desk is a software tool that handles a variety of customer support tasks. It serves as an operating system
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
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
How can I create a private/internal ticket?
Only agents have an option to create private/internal tickets using Agent Portal. At the time of ticket creation, enable the
Will the customer receive an email if I add a customer or contact email address in CC in a private ticket?
An email notification for any case will not be sent to the customer/contact for a private ticket.
Can we disable email notifications?
Yes, you can disable the email notifications in the BoldDesk. Go to Admin > Email Notification and uncheck the checkbox
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
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
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
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,
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
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 >
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
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
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
