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

The selected sender depends on:

1. Whether the ticket was created via email
2. Whether the ticket’s category has a dedicated support email configuration
3. Which mailbox is marked as Primary for the brand
4. Which mailbox was configured most recently if no Primary mailbox is set

Which Support Email Address Sends Email Notifications?

BoldDesk chooses a single sender per ticket based on how the ticket was created and how the support mailboxes are configured for the ticket’s brand or category.

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 email, such as [email protected].

• The support email address used to send updates cannot be changed for that ticket after creation.
• Consequently, all ticket creation and update email notifications are sent from that same receiving support mailbox:
  • If the receiving mailbox is a custom support email, all notifications are sent from that custom email address.
    Example: A customer emails [email protected]. All subsequent notifications for that ticket are sent from [email protected].
  • If the receiving mailbox is a default BoldDesk email address, all notifications are sent from that default BoldDesk email address.
    Example: A customer emails [email protected]. All subsequent notifications for that ticket are sent from [email protected].

This behavior helps maintain consistent email threading, preserve brand separation, and improve delivery reliability.

For more information about the From address, explore How to Change the “From” Email Address When Updating or Creating Tickets.

2. Tickets Not Created via Email

For tickets not created via email (for example, through the portal, API, or chat), BoldDesk selects the sender for email notifications based on whether a Primary support mailbox is set for the ticket’s brand. If no Primary mailbox is set, BoldDesk uses the latest configured mailbox under that brand.

Sender Selection Priority for Email Notifications (Brand-Scoped)

1. Primary mailbox takes precedence

   If any mailbox under the brand—whether custom or default—is marked as Primary, BoldDesk uses that Primary mailbox as the sender for ticket creation and update notifications.

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

2. No Primary mailbox set for the brand -> use the latest configured mailbox

   If the brand has no Primary mailbox designated, BoldDesk uses the latest configured mailbox under that brand, whether it is custom or default.

   • If the latest configured mailbox is custom, notifications are sent from that custom email address.
     Consequently, ticket creation and update email notifications are sent from the latest configured custom email address.
   • If the latest configured mailbox is default, notifications are sent from that default BoldDesk email address.
     Consequently, ticket creation and update email notifications are sent from the latest configured default BoldDesk email address.

Category-Level Email Selection Overrides the Brand-Level Sender

When a ticket is associated with a category that has its own dedicated support email configuration, BoldDesk uses the category-level email address for ticket communications.

Frequently Asked Questions

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

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

3. Can I change the support email sender for an email-originated ticket?
   No. Once a ticket is created from an incoming email, the sender is locked to the mailbox that received that email and cannot be changed for that ticket.

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

   • Primary mailbox takes precedence. If a Primary mailbox is set for the brand, BoldDesk uses it.
   • If no Primary mailbox is set, BoldDesk uses the latest configured mailbox under the brand.

Consequently, ticket creation and update email notifications are sent from the mailbox selected by this priority.

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

6. Can agents choose a different From address when replying?
   Yes. Agents can manually choose a different sender mailbox per ticket if From email selection is enabled. For more information, explore How to Change the “From” Email Address When Updating or Creating Tickets.

7. How do I ensure notifications are sent from a specific custom mailbox?

   • For email-originated tickets, ask customers to send emails to that specific custom mailbox. The sender will then be locked to that mailbox.
   • For non-email-originated tickets, set that custom mailbox as the Primary mailbox for the brand.

8. How does BoldDesk select the sender email when no Primary mailbox is configured?
   If a brand does not have a Primary mailbox configured, BoldDesk uses the latest configured mailbox under that brand, whether it is a custom support email or a default BoldDesk email address.
   The system determines the latest mailbox based on its creation time, not on its last modification time.

Related Articles

1. How to Change the “From” Email Address When Updating or Creating Tickets
2. How to Configure Default and Custom Support Email Addresses in BoldDesk