How to Forward Distribution List Email as a Support Email in BoldDesk
BoldDesk allows you to convert incoming emails into Tickets using the Support Email channel. While distribution lists can be used to forward incoming emails into BoldDesk, they cannot be connected directly as authenticated support mailboxes.
This article explains how to correctly route distribution list emails into BoldDesk, outlines platform limitations, and provides supported configuration options using BoldDesk’s Email Channel.
Important Limitation: Distribution Lists in BoldDesk
Distribution lists cannot be connected directly to BoldDesk as support emails because:
- They cannot authenticate
- They cannot send outbound emails
- They do not support mailbox‑level access required by BoldDesk
Because of this limitation, distribution lists cannot be used as primary support mailboxes.
Recommended Approaches
If you currently receive customer emails through a distribution list, BoldDesk recommends one of the following supported configurations:
Option 1. Convert the Distribution List to a Shared Mailbox
- Convert the distribution list into a Shared Mailbox
- Configure the shared mailbox under Admin → Channels → Email
- Use the shared mailbox as the authenticated support email in BoldDesk
Option 2. Add a Mailbox to the Distribution List
- Add a shared mailbox or user mailbox as a member of the distribution list
- Configure that mailbox as a support email in Admin → Channels → Email. For detailed configuration steps, explore How to Configure Default and Custom Support Email Addresses in BoldDesk.
- Use the Forward Email Address generated by BoldDesk
- Add the forwarded email address as a member of the distribution list
Once configured, all emails sent to the distribution list are forwarded to BoldDesk and converted into tickets.
Forwarded emails are processed the same way as standard inbound emails and follow the configured ticket workflow.
Use Cases
- Centralize group email requests into BoldDesk Tickets
- Route sales@, support@, or help@ addresses into a ticketing workflow
- Maintain existing email communication patterns while using BoldDesk
- Avoid email authentication and delivery issues
Frequently Asked Questions
-
Can a distribution list be added directly as a support email?
No. Distribution lists cannot authenticate or send outbound emails and cannot be connected directly in BoldDesk. -
Will replying to a ticket send email from the distribution list?
No. Replies are sent only from the authenticated support mailbox configured in BoldDesk. -
Are forwarded distribution list emails treated differently?
No. Once forwarded, they are processed exactly like any other inbound email and create standard Tickets. -
Can I use Automation rules on tickets created from forwarded emails?
Yes. Admin → Automation → Triggers can be applied after the ticket is created. -
Does BoldDesk support replies sent back to distribution lists?
No. Outbound emails are sent only from configured support mailboxes, not distribution lists.
