How to Troubleshoot Email Notification Delivery in BoldDesk
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.
How to ensure email notifications are delivered
If email notifications are not being delivered, please check the following:
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Email Notification Settings
Ensure that email notifications for the required events are enabled in the Email Notifications section. This ensures that notifications are triggered and sent. Learn more on How to Manage and Personalize Email Notifications. -
Custom Support Email Configuration
If you’ve mapped a custom support email, verify that DKIM is correctly configured. This enhances email security and improves deliverability. Learn more on How to Setup DKIM for BoldDesk. -
Agent Reply Option
When an agent adds a reply to a ticket and selects the “Don’t send an email” option, the response is recorded in the ticket, but no email notification is sent to the customer. This feature is particularly useful for internal updates or for situations where the team prefers not to notify the customer about a specific update. However, the update will be posted in the customer portal.
How to check the email delivery status
In the agent portal, you can check the email delivery status of a specific update as well as overall logs of email failures.
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You can check the Email Delivery Status on the Ticket Details page to track the delivered items.
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You can find overall bounce logs on the Audit Logs page. 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 the emails have been delivered but not received by the recipients, please check the following items:
- Check your spam/junk email folder.
- Double-check any rules you set up to move emails to a different folder.
- Check the quarantine emails. If an email is quarantined, please release it.
- If you still can’t find the emails, try using outside emails like Gmail or Outlook to ensure that they are not delivered to your organisational emails alone such as [email protected]. If you are receiving the emails in your outside organisation emails, this means that your organisation’s email firewalls are restricting the BoldDesk emails. Please contact your network administrator and request to allow the BoldDesk emails.
Agents will not receive email notifications for their own updates, even if they are included in the ticket’s CC or watcher field.
Frequently Asked Questions (FAQs)
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 check Email Delivery Status directly from the Ticket Details page in the agent portal to track whether a specific update was delivered.
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.
