How to Change the Default Support Email Address in BoldDesk
In BoldDesk, the default support email address is automatically generated based on your BoldDesk subdomain.
Format: support@[your-subdomain].bolddesk.com
Example:
If your subdomain is pacific.bolddesk.com, your default support email will be: support@pacific.bolddesk.com. To change this default email address, you must update your BoldDesk subdomain. Once updated, the email address changes automatically.
Important Notes
- You can use both default and custom domain email addresses without issues.
- If a ticket is created using the default BoldDesk email, replies will come from that address.
- If you set a custom email address as primary, you can delete the default email later if desired.
Steps to Change the Default Support Email Address
Follow the steps below;
1. Log in to BoldDesk
- Access the BoldDesk portal using your default domain.
- If logged in with a custom domain, switch to the default domain.
2. Change the Subdomain
-
Navigate to Admin → Customer Portal Settings.
-
Update your BoldDesk subdomain to the new name.
Example: To change fromsupport@pacific.bolddesk.comtosupport@atlantic.bolddesk.com, update your domain frompacific.bolddesk.comtoatlantic.bolddesk.com.
For a detailed step-by-step guide on how to change or rename your BoldDesk subdomain, learn How to Change or Rename BoldDesk Subdomain.
3. Handle Custom Domain (If Applicable)
- If you have mapped a custom domain, remove it before changing the subdomain.
If you have already mapped a custom domain, you should remove it before changing the subdomain. Explore How to remove Custom Domain. After the default domain is changed, you can again add the custom domain. Learn How to map a custom domain.
4. Verify Changes
- Log in using the new domain (For example,
atlantic.bolddesk.com). - Confirm that the default support email has updated to:
support@atlantic.bolddesk.com
- Using both default and custom domain email addresses will not cause any issues. If a ticket is created using your BoldDesk default email, the email will be sent from that address. However, if you have configured a custom email address and set it as primary, you may choose to delete it afterward.
- Modifying the default email address will not impact existing tickets, since the email originally associated with a ticket remains linked. However, the ‘From’ address used for creating new tickets and updates will be updated to the new default email. The properties of existing tickets will stay unchanged by this modification.
Frequently Asked Questions (FAQs)
Q1: Can I use both default and custom email addresses?
Yes. Both can coexist without issues.
Q2: Do I need to delete the default email after setting a custom one?
No, but you can delete it if you prefer.
Q3: Will changing the subdomain affect my tickets?
No. Existing tickets remain unaffected; only the email address changes.
