Email notifications are a critical part of keeping customers and agents updated on ticket activity in BoldDesk. When recipients report missing emails—or when you need to confirm whether a specific ticket update was actually sent—this guide helps you validate delivery and isolate the most common causes of non‑receipt.

In this article, you’ll learn how to:

• confirm that the correct email notification events are enabled so notifications are triggered,
• verify custom support email deliverability prerequisites (such as DKIM),
• understand how the “Don’t send an email” reply option affects customer notifications,
• check delivery outcomes using Email Delivery Status on the Ticket Details page and Email Failure Logs in Audit Logs, and
• troubleshoot scenarios where an email appears delivered but is not visible to the recipient (spam, mailbox rules, quarantine, or organization-level filtering).

BoldDesk intentionally suppresses email notifications to agents for their own updates, even if those agents are included in the ticket’s CC or watcher field.

Prerequisites

Before troubleshooting email delivery issues, ensure that:

• You can access the affected ticket.
• You know the email address that should have received the notification.
• You have permission to view the ticket and its email delivery information.
• For organization-wide delivery troubleshooting, administrator access may be required.

Recommended Troubleshooting Order

For the fastest resolution, follow these checks in order:

1. Verify that the ticket action should generate an email notification.
2. Confirm that the related email notification event is enabled.
3. Verify that Don’t send an email was not selected when the update was posted.
4. Check Email Delivery Status on the ticket.
5. Review Email Failure Logs in Audit Logs.
6. Verify the recipient’s email address.
7. Check spam, junk, quarantine, and mailbox rules.
8. Review organizational email filtering or security policies.

How to Ensure Email Notifications Are Delivered

Verify Email Notification Settings

Ensure that the appropriate email notification events are enabled in Admin > Email Notifications. If a notification event is disabled, the email will not be generated when the corresponding ticket activity occurs.
For more information, learn more on How to Manage and Personalize Email Notifications.

Verify Custom Support Email Configuration

If your organization uses a custom support email address, verify that DKIM has been configured and validated successfully.
Proper DKIM configuration helps establish email authenticity and can improve email deliverability. Missing or incorrect DNS records may cause delivery issues or increase the likelihood of messages being filtered by recipient mail systems.

For more information, explore Learn more on How to Setup DKIM for BoldDesk.

Verify the “Don’t Send an Email” Option

When an agent replies to a ticket, they can choose Don’t send an email.
If this option is selected:

• The ticket update is saved successfully.
• The update remains visible in the customer portal.
• No email notification is sent to the customer.

This option is useful when an agent wants to update a ticket without generating a customer email notification.

Verify the Recipient Email Address

Before investigating delivery failures, confirm that:

• The requester’s email address is correct.
• Any CC recipients are valid.
• There are no spelling mistakes in the email address.
• The mailbox exists and can receive messages.

Incorrect recipient information is one of the most common causes of notification delivery issues.

How to check the email delivery status

BoldDesk provides tools to track whether customer-facing email notifications were successfully processed and delivered.

1. Check Email Delivery Status for a Ticket Update

   • Navigate to the relevant ticket update.

   • Open Email Delivery Status.
     

     
     
     

Email Delivery Status helps you review the delivery outcome of email notifications associated with a specific ticket update. For more information, explore How to Check Email Delivery Status for BoldDesk Ticket & Activity.

2. Review Organization-Wide Email Failure Logs
   To review email delivery failures across the portal:

   • Navigate to Admin > Audit Logs.

   • Open Email Failure Logs.
     

     
     
     

Email Failure Logs provide organization-wide visibility into email delivery failures, including rejected, bounced, or otherwise undelivered email notifications. Learn more on How to check which emails failed to deliver to recipient from audit logs.

How to check if emails have been delivered

If Email Delivery Status indicates that an email notification was delivered, but the intended recipient reports that they did not receive or cannot locate the email notification, review the following items.

1. Check Spam or Junk Folders
   Ask the recipient to review:

   • Spam folders
   • Junk Email folders
   • Other filtered folders used by their email service

   Some mail providers automatically move messages out of the primary inbox.

2. Review Mailbox Rules
   Ask the recipient to verify whether mailbox rules automatically:

   • Move messages to another folder
   • Archive messages
   • Forward messages to another mailbox
   • Delete messages automatically

   Mailbox rules can make a delivered email notification difficult to locate.

3. Check Email Quarantine
   Many email security platforms quarantine suspicious or unexpected emails before they become visible to end users.
   Ask the recipient or email administrator to:

   • Review the organization’s quarantine.
   • Locate the email notification.
   • Release the email if it was quarantined.

   For Microsoft 365 environments, administrators can review quarantined messages through Microsoft Defender. If an email is quarantined, please release it.

4. Test Delivery Using an External Email Address
   If appropriate, test notification delivery using an external mailbox such as:

   • Gmail
   • Outlook.com

   If email notifications are successfully delivered to external email addresses but are not reaching internal corporate mailboxes, the organization’s email security, filtering, quarantine, allow/block lists, or mail-routing policies may be affecting delivery. In this situation, contact the organization’s email administrator for assistance.

Frequently Asked Questions

1. How do I ensure BoldDesk email notifications are being sent?
   Check the following:

   • Confirm the required Email Notification events are enabled under Email Notifications.
   • If you use a custom support email, ensure DKIM is configured correctly to improve deliverability.
   • When replying, confirm the agent did not select “Don’t send an email”, because that prevents an email from being sent to the customer (the update still appears in the customer portal).

2. Where can I check the email delivery status for a specific ticket update in BoldDesk?
   You can review the delivery outcome of individual email notifications using Email Delivery Status on the Ticket Details page.

3. Where can I view overall email bounce/failure logs for the entire portal in BoldDesk?
   You can view overall bounce and failure information from the Audit Logs page under Email Failure Logs, which provides organization-wide delivery failure records.

4. What should I check if the email shows as delivered but the recipient says they didn’t receive it?
   Ask the recipient to:

   • Check the spam/junk folder.
   • Review any mailbox rules that move messages to other folders.
   • Check quarantine and release the email if it was quarantined.
   • Test delivery to an external mailbox (for example, Gmail/Outlook). If external delivery works but internal corporate delivery fails, the organization’s email firewall is likely restricting BoldDesk emails and the recipient should ask the network administrator to allow them.

5. Who receives email delivery failure notifications in BoldDesk?
   Ticket email delivery failures in BoldDesk are reviewed using Email Delivery Status and Email Failure Logs, not via a dedicated failure notification email sent to a specific role.

Related Articles

1. How to Prevent Duplicate Email Notifications in Ticket Replies.
2. Why is the Custom Field not visible in the email template?