How to Configure Support Email Channel
When a new BoldDesk account is created, a default support email address is automatically provided, for example, support@subdomain.bolddesk.com. This default email can be shared with customers, and the emails received to this support inbox will be automatically converted as BoldDesk tickets. To find your instance’s default support email address, please refer to this faq.
Once a ticket is successfully created, the requester will receive an email notification. All further communication related to the ticket can continue through this email. Please refer to this article for more information about email notification.
However, you may already have a separate support email address using your business domain, such as support@mydomain.com, which your customers are familiar with. You can configure this email to forward messages to your BoldDesk default support email address. Once forwarding is enabled, all incoming support emails will be automatically routed to BoldDesk and converted into support tickets. To learn more about enabling the email forwarding process, click here.
Support email addresses can be viewed and managed by navigating to the Email section under the Admin module.
Check out this video for more details
Setting up a default support email
To set up a default support email in BoldDesk, follow these steps:
- Log into your BoldDesk account and go to the Admin module.
- Under the Channels section, choose Emails.
- Click on Add Email, then specify the brand, category, and display name.
- Set the email type to default (BoldDesk) and input the email address.
- Click the Add button to save the changes.
Default BoldDesk support email, it will be automatically verified, and each email sent to this email will be converted to a ticket automatically.
Setting up a custom support email
You can add multiple support emails in BoldDesk for different departments (e.g., sales@mydomain.com, marketing@mydomain.com) or products (e.g., product1@mydomain.com, product2@mydomain.com).
BoldDesk enables organizations to manage multiple support email addresses across different domains (e.g., support@domain1.com, help@domain2.org), allowing each team to manage tickets from separate departments and brands with one unified agent portal.
To set up a custom support email, follow the following steps:
- Log into your BoldDesk account and go to the Admin module.
- Under the Channels section, choose Emails.
- Click on Add Email, then specify the brand, category, and display name.
- Select the email type as custom email address and enter the desired email address.
- Choose the Email Servers option as either default (BoldDesk) or custom. If set to default, a forwarding email address will be provided to redirect all incoming emails. If set to custom, the Email System will be used.
- Click Add. A verification page will appear, enable email forwarding and complete the verification process.
- If you don’t want emails sent to the configured support address to create or update tickets, you can enable the Disable Ticket Creation option. This stops ticket creation and updates via email. Only email notifications will be sent, and any replies won’t be added to the ticket.
- For custom support emails, you should enable email forwarding and verify it. To learn more about enabling the email forwarding process, click here. You can also configure the DKIM to authenticate emails sent from these domains. Learn How to Setup DKIM for BoldDesk.
- The support email can be deleted; however, this action is irreversible.
