How BoldDesk Chooses the Sender Mailbox for Ticket Notifications

A brand in BoldDesk can have multiple support email addresses. This article explains how BoldDesk decides which mailbox sends ticket notifications. The choice depends on:

1. Whether the ticket was created via email, and
2. Which mailbox is marked as Primary for a brand.

Which support email address sends email notifications?

BoldDesk chooses a single sender per ticket based on two scenarios—how the ticket was created and whether a Primary mailbox is set for the ticket’s brand. Review the case that matches your situation below.

1) Tickets created via email

When a ticket originates from an incoming email, BoldDesk locks the sender (“From” address) to the support mailbox that received the original message, support@brandAB.com.

• The Support email sending the update cannot be changed for that ticket after creation.
• Consequently, the ticket creation and update email notifications will be sent from the same receiving support mailbox:
  • If the receiving mailbox is a custom support email, all the email notifications will be sent from that custom email address.
    • Example: A customer emails support@brandA.com (custom). All subsequent notifications on that ticket will be sent from support@brandA.com.
  • If the receiving mailbox is the default BoldDesk email, notifications will be sent from that default BoldDesk email address.
    • Example: A customer emails brandA@help.bolddesk.com (default). All subsequent notifications on that ticket will be sent from brandA@help.bolddesk.com.

This ensures consistent threading, brand separation, and reliable delivery.

2) Tickets not created via email

For tickets not created via email (e.g., portal, API, chat), BoldDesk selects the sender of email notifications based on whether a Primary support mailbox (custom or default) is set for the ticket’s brand; if none is set, it falls back to the first configured mailbox (earliest‑created) for that brand.

Sender Selection Priority for Email notifications (brand‑scoped)

1. Primary wins—regardless of type or count.
   If any mailbox (custom or default) is marked Primary for the ticket’s brand, BoldDesk uses that Primary mailbox as the sender for ticket creation and update notifications—even if the brand has multiple default mailboxes.

   • If the Primary is custom, notifications are sent from the Primary custom email address.
     • Consequently, the ticket creation and update email notifications will be sent from the Primary custom email address.
   • If the Primary is default, notifications are sent from the Primary default BoldDesk email address.
     • Consequently, the ticket creation and update email notifications will be sent from the Primary default BoldDesk email address.

2. No Primary set For the Brand → use the first configured mailbox (earliest‑created).
   If the brand has no Primary mailbox designated, BoldDesk uses the first configured mailbox under that brand (i.e., the earliest‑created), whether custom or default.

   • If the first‑configured is custom, notifications are sent from that custom email address.
     • Consequently, the ticket creation and update email notifications will be sent from the first‑configured custom email address.
   • If the first‑configured is default, notifications are sent from that default BoldDesk email address.
     • Consequently, the ticket creation and update email notifications will be sent from the first‑configured default BoldDesk email address.

Frequently Asked Questions (FAQs)

1) Can a brand have multiple support email addresses?
Yes. A brand in BoldDesk can have multiple support email addresses (both custom and default BoldDesk mailboxes).

2) Which mailbox sends notifications for tickets created via email?
For email‑originated tickets, BoldDesk locks the sender (“From” address) to the mailbox that received the original email.
Consequently, all ticket creation and update notifications are sent from that same mailbox.

• If the receiving mailbox is custom, notifications go from that custom email address.
• If the receiving mailbox is default, notifications go from that default BoldDesk email address.

3) Can I change the Support Email sender for an email‑originated ticket?
No. Once a ticket originates from an incoming email, the sender is locked to the mailbox that received that message and cannot be changed for that ticket.

4) Which mailbox sends notifications for tickets not created via email (portal, API, chat)?
BoldDesk uses brand‑scoped priority:

1. Primary wins (regardless of mailbox type or count). If a Primary mailbox is set for the brand, BoldDesk uses it.
2. No Primary set → first configured mailbox (earliest‑created) under the brand.
   Consequently, ticket creation and update email notifications will be sent from the mailbox selected by this priority.

5) We have multiple default BoldDesk mailboxes. Which one is used to send email notifications?
If one default mailbox is marked Primary, BoldDesk uses that Primary default to send email notifications.
If none is Primary, BoldDesk uses the first configured mailbox under the brand.

6) Can agents choose a different “From” address when replying?
No. Agents cannot manually select a different sender mailbox per ticket.
The sender is determined by sender lock (for email‑originated tickets) or by brand priority (Primary → first configured) for tickets not created via email.

7) How do I ensure notifications go from a specific custom mailbox?

• For email‑originated tickets: Have customers email that specific custom mailbox; the sender will lock to it.
• For non‑email‑originated tickets: Set that custom mailbox as Primary for the brand.