Category / Section
How to Convert Emails to Tickets in BoldDesk
Updated:
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
Question:
If an email is sent outside the BoldDesk portal (e.g., via Gmail), will the message appear in the agent portal, and will the conversation remain in the same thread?
Answer:
- Yes, emails sent to a support email address will automatically generate a ticket in BoldDesk. If a customer contacts an agent directly, the agent can forward the message to the support email address to create a ticket. Additionally, agents can use email actions within BoldDesk to manually create tickets on behalf of a customer. Learn more on Forwarding Emails to Create Tickets in BoldDesk and Email Actions: Update Ticket Properties via Email.
