How to Convert Emails to Tickets in BoldDesk
When you sign up for BoldDesk, you’ll get a default support email address ending with .bolddesk.com, for example (support@abc.bolddesk.com). Any emails sent to this address will become tickets in your portal.
You can create a custom support email address without .bolddesk.com. Also, if you already have a support email address (e.g., support@yourcompanyname.com), you can add it as your support email.
- For more information on configuring support email channels, explore more on How to Configure Support Email Channel.
- After adding a custom email address, follow the instructions outlined in the given article for email forwarding and verification: How to Forward and Verify Emails in BoldDesk.
- Email notifications will be sent when a ticket is created or updated. Learn more on How to Manage and Personalize Email Notifications.
- Agents can respond to customer inquiries via email, provided their email account is configured within the BoldDesk platform as an agent. When an agent replies to a ticket via email, the response will appear in the ticket and be included in the email notification sent to the customer. However, if the agent’s email is not configured in BoldDesk, those replies will be marked as suspicious and added as a private note within the ticket, rather than being synced or displayed publicly.
- Before replying to a ticket via email, if the agent was added as a CC during ticket creation, they should ensure they remove themselves from the CC list to avoid duplicate email notifications.
Check out this video tutorial for more details.
FAQ
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Can I use multiple support email addresses in BoldDesk?
Yes. You can add multiple addresses under Admin Center → Channels → Email. -
Does BoldDesk support two-way email synchronization?
BoldDesk supports inbound and outbound email ticketing, but it does not provide full mailbox synchronization. Only emails sent through configured support channels are converted into tickets. -
Does BoldDesk allow different departments to have their own support email?
Yes. Each department may have distinct support email addresses according to your specific requirements. -
Can I customize the emails sent to customers?
Yes. BoldDesk permits complete customization of email notification content. You may modify existing templates or create new ones by going to Admin → Email Notification, choosing the template you wish to edit, and updating its content accordingly. -
If an email is sent outside BoldDesk portal (e.g., via Gmail), will the message appear in the agent portal, and will the conversation remain in the same thread?
- Yes. Emails sent to the designated support email address will automatically generate a ticket in BoldDesk, ensuring the message appears in the agent portal.
- If a customer contacts an agent directly (outside the portal), the agent can forward that email to the support address to create or update a ticket. Agents can also manually create tickets within BoldDesk using email actions to keep the conversation organized in the appropriate thread.
Learn more on; - Forwarding Emails to Create Tickets in BoldDesk
- Email Actions: Update Ticket Properties via Email.
