How to Delete the Built-in (Default) Support Email in BoldDesk
BoldDesk automatically assigns a built-in (default) support email during account creation. While functional, this email may not align with your organization’s branding or preferences. This guide explains how to safely delete the default support email and replace it with a custom or another built-in, verified email address.
Support Email Limits by Plan
Each BoldDesk subscription plan includes a specific number of support email slots:
| Plan | Maximum Support Emails |
|---|---|
| Scale (Legacy) | 5 |
| Momentum (Legacy) | 10 |
| Enterprise (Legacy) | 10 |
| BoldDesk AI Plan | 10 |
Deleting Built-in Support Email
Navigate to Admin > Emails > Support Emails.
To delete the built-in support email address, you must add a custom or built-in email and verify it. Explore How to Configure Default and Custom Support Email Addresses in BoldDesk. You can make the verified support email the primary email for the portal. Then, you can delete the default support email that is received from BoldDesk. Once deleted, you can add another email. Likewise, in other plans, you can replicate the same procedure.
For example, “Customer Support” with the default BoldDesk email is the primary support email. Once the “Automotive” custom email is added and verified, it can be set as the primary email. You can then delete the default email and add other custom emails as needed.
Explore the GIF below for more insights;
- If the custom support email is not verified, you cannot make it the primary support email.
- Once your configure/custom support email is set as primary, you can delete the built-in/default support email address if desired.
- If there is only one support email added in your portal, you cannot delete it.
- To ensure all emails are sent from the custom support email, set it as the primary address using the star icon. Having two support emails won’t cause issues, as emails will only be sent from the default BoldDesk address if a ticket originates from it.
- Once the default support email is deleted, it cannot be restored. However, you may add it again as the default support email.
- Deleting a support email configuration does not affect existing tickets created through that email address. All previously created tickets, conversations, attachments, and related records will remain accessible in BoldDesk. However, once the support email is removed, BoldDesk will no longer process new emails sent to that address, and those emails will not create new tickets or update existing ones.
Troubleshooting (When Deletion or Primary Change Is Blocked)
You cannot set the connected (custom) support email as primary
Cause: The custom support email is not verified.
Fix: Complete verification, then mark the email as primary.
The Delete option is unavailable
Cause: The email is the only support email configured.
Fix: Add another support email (custom + verified), set it as primary, then delete the old one. Alternatively add another built-in email and set it as primary then delete the older one
Emails still appear to send from the default BoldDesk address
Cause: The ticket originated from the default BoldDesk support email address.
Fix: Ensure the desired custom support email is set as primary. Keep in mind origin-based behavior may still use the default address for tickets that originated there.
Frequently Asked Questions
-
Can I delete the default support email without adding a configured/custom one?
No. You must add and verify a custom support email and set it as primary before deleting the default support email. If needed, you can add another default email before deleting the existing one. -
Why must the configured/custom support email be verified before it can be primary?
BoldDesk does not allow unverified custom support emails to be set as the primary support email. -
Why can’t I delete a support email when it is the only one listed?
BoldDesk prevents deletion when only one support email configuration exists in the portal. -
What happens if two support emails are configured?
Tickets can be created for both addresses as long as ticket creation is enabled for both support emails. -
Will deleting a support email delete tickets that were created from that address?
No. Existing tickets, conversations, attachments, and related records remain accessible. -
What happens to new emails sent to a deleted support email address?
BoldDesk will not process new incoming emails for that address. Those emails will not create or update tickets. -
Can I change the primary support email later?
Yes. Verify another support email and mark that verified email as primary.
