Why are Custom Email Not Used in Email Notifications?

Occasionally, the custom email address added to your BoldDesk account may not be used for email notifications regarding ticket creation and updates. Because the ticket will be generated using the default support email address.

Priority of email addresses

Priority of email addresses will depend on the following:

If a ticket is created via a specific email

If an email is sent to your custom support email address to create a ticket, the custom support email address will be used as the “email from” address for future updates.
Likewise, if an email is sent to your default support email address to create a ticket, the default support email address will be used for subsequent updates.

If a ticket is not created via email

1. If multiple custom emails are added, the custom email designated as primary will be given priority. Consequently, the ticket creation and updating email notification will be sent from the primary custom email address.
2. If the default email is set as primary, it will be given priority over the custom email. Otherwise, the custom email will be prioritized. Consequently, email notifications for ticket creation and updates will be sent from the custom email address.
3. If multiple default emails are added, priority will be given to the default email with primary status. Consequently, the email notifications for created and updated tickets will be sent from the primary default email address.