How to Turn off the Ticket Creation from Email
To disable ticket creation from a support email, please follow these steps:
- Go to Admin > Emails.
- Select the Support Email tab.
- Find the support email address you want to update.
- In the Ticket Creation column, click the toggle to turn Off ticket creation for that support email.
Disabling the “Ticket Creation” setting will disable both ticket creation and updates via email functionality. Just email notifications will be sent, and if anyone replies via email, it won’t be added to the ticket.
Email Channel Behavior When Ticket Creation is Restricted
When email-based ticket creation is disabled, BoldDesk does not process incoming emails for any purpose, including updates to existing tickets. As a result, email replies will not be added to ongoing tickets if ticket creation via email is turned off.
Workaround to Limit New Tickets While Preserving Updates
To continue allowing email replies to update existing tickets while preventing new tickets from being retained:
- Keep email ticket creation enabled
- Configure an automation rule to:
- Condition:
- Source = Email
- Email Received At = (specific support email address)
- Action:
- Delete Ticket
- Delete Ticket
- Condition:
This setup ensures that:
- Email replies are added to existing tickets
- Newly created tickets from email are automatically removed
This method helps preserve regular email communication on open tickets while preventing new tickets from being created in the system via the specified support email.
Additionally, you can use this to ensure that customer tickets are only created from an approved source. If customers send support emails, these will not generate new tickets.
Frequently Asked Questions
1. What happens to emails received while email ticketing is disabled? Will they convert into tickets after re-enabling?
Emails received while Ticket Creation is disabled are not converted into tickets later. BoldDesk does not resynchronize emails received during the disabled period.
2. How can emails received during the disabled period be handled?
Handle those emails manually, for example by forwarding them to the email-to-ticket address or recreating tickets inside BoldDesk.
3. If I disable Ticket Creation, will email replies update existing tickets?
No. Disabling Ticket Creation stops BoldDesk from processing inbound emails, including replies to existing tickets.
4. What is the safest way to prevent new email tickets but keep ongoing email conversations on existing tickets?
Keep Ticket Creation enabled and use an automation rule that deletes tickets created from Source = Email and Email Received At = (specific support email).
