How to Send an Email from BoldDesk to a Customer
The available options for sending emails from BoldDesk to customers are as follows:
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To send an email from BoldDesk to the end users, you need to create a ticket under the customer’s email and then post replies. An email notification will be sent to the customer upon ticket creation and on each update.
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You can also hide the ticket ID/URL in the email template. This will enable customers to receive email notifications, but without the ticket ID/URL to access the customer portal.
Refer here and learn how to set up email-only support for customers and hide the customer portal. -
If you prefer not to send email notifications to the end user regarding the ticket creation and reply, you can create a ticket as private (email notifications for ticket creation and replies will not be sent to the customer). Utilize the forward ticket feature to forward specific replies to the customer or a third-party vendor who does or doesn’t have a BoldDesk account.
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Access to conversations is limited to email only. When responding to an email, their comments will be recorded in the forward activity within the agent portal, similar to a ticket.
- Bulk emails cannot be sent from BoldDesk.
- In BoldDesk, the only way to send an outbound email to a contact is by creating a ticket on their behalf. All email communication is initiated and managed through ticket replies. This ensures that every interaction is tracked within the ticketing system, maintaining a clear and organized communication history. For more information, please refer to this article on Creating a Ticket on Behalf of the Requester.
