How to Choose the Best Email Configuration Setup in BoldDesk
BoldDesk supports flexible email integration options, allowing you to customize both incoming and outgoing email setups to best suit your organizational needs.
This article explains the differences between IMAP and Email Forwarding for incoming emails, and SMTP and BoldDesk Email Server for outgoing emails—helping you choose the best setup.
Overview
When integrating your support email with BoldDesk, you can configure:
Incoming Email: IMAP or Email Forwarding
Outgoing Email: SMTP (your mail server) or BoldDesk Email Server
This flexibility allows you to tailor the system to your priorities regarding ticket creation speed, email control, branding, and infrastructure.
Incoming Email Options
IMAP Integration
IMAP syncs emails directly from your mail server to BoldDesk without routing through BoldDesk’s email server. This gives you full control and visibility over your email data.
- Emails are fetched on a scheduled basis—typically every 2 to 3 minutes.
- Messages remain on your mail server for compliance and audit trails.
- Ideal for businesses that need data retention, mailbox transparency, or strict email governance.
IMAP offers greater control over email storage, compliance, and security, but may cause slight delays in ticket creation compared to forwarding.
Learn more on Configuring Support Email using IMAP with Microsoft OAuth in BoldDesk.
Email Forwarding
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Email Forwarding instantly routes incoming messages from your existing email server to a BoldDesk-generated address.
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Tickets are created immediately upon email receipt.
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Emails are stored on BoldDesk servers.
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Best for organizations prioritizing rapid ticket creation and a simple setup.
Learn more on How to Forward and Verify Emails in BoldDesk.
Outgoing Email Options
SMTP (Your Mail Server)
- BoldDesk sends outgoing emails (ticket responses, notifications) through your SMTP server using your domain address.
- Requires SMTP server details, authentication, and encryption configuration.
- Recommended for businesses needing brand consistency, better deliverability, and control over outbound emails.
Learn more about How to Configure a Custom SMTP Email Server for Outbound Emails.
BoldDesk Email Server
- Outgoing emails are sent through BoldDesk’s server.
- Sender address uses BoldDesk’s domain with your support email in the Reply-To field.
- Requires no additional setup, suitable for fast deployment or less technical teams.
Which Email Setup Should You Choose?
The table below compares incoming email options (IMAP vs Email Forwarding) and outgoing email options (SMTP vs BoldDesk Email Server) for different use cases. Each row shows the best combination based on your priorities—such as speed, branding, compliance, or ease of setup. Use this guide to quickly identify the configuration that fits your organization’s needs.
| Use Case | Incoming Email | Outgoing Email |
|---|---|---|
| Fastest ticket creation with minimal setup | Email Forwarding | BoldDesk Email Server |
| Fast ticket creation with branded outgoing emails | Email Forwarding | SMTP (Your Mail Server) |
| Full control over all email (storage, sending, branding) | IMAP | SMTP (Your Mail Server) |
| Retain email on your server, but prefer simple outgoing setup | IMAP | BoldDesk Email Server |
| No in-house mail server or limited IT support | Email Forwarding | BoldDesk Email Server |
| Need for compliance, auditing, or archiving of all incoming emails | IMAP | SMTP (Your Mail Server) |
| Want to avoid exposing SMTP credentials or configuring outgoing settings | Any | BoldDesk Email Server |
| Need to send from your domain for better deliverability and brand trust | Any | SMTP (Your Mail Server) |
Frequently Asked Questions (FAQs)
1. What email integration options does BoldDesk support?
BoldDesk supports two options for incoming emails—IMAP and Email Forwarding, and two options for outgoing emails—SMTP (your mail server) and BoldDesk Email Server.
2. What is the difference between IMAP and Email Forwarding for incoming emails?
- IMAP syncs emails directly from your mail server to BoldDesk, giving you full control over email storage and compliance.
- Email Forwarding instantly routes emails to BoldDesk, enabling faster ticket creation and simpler setup.
3. Which incoming email option is best for compliance and auditing?
IMAP is recommended for organizations that need strict compliance, auditing, and data retention because emails remain on your mail server.
4. What is the difference between SMTP and BoldDesk Email Server for outgoing emails?
- SMTP uses your mail server to send outgoing emails, ensuring brand consistency and better deliverability.
- BoldDesk Email Server sends emails through BoldDesk’s server, requiring no setup and ideal for quick deployment.
5. Which setup provides the fastest ticket creation?
Email Forwarding offers the fastest ticket creation because emails are forwarded instantly to BoldDesk.
6. Can I use IMAP for incoming emails and BoldDesk Email Server for outgoing emails?
Yes. BoldDesk allows any combination of incoming and outgoing email options based on your needs.
7. Which setup should I choose if I have limited IT resources?
Email Forwarding for incoming emails and BoldDesk Email Server for outgoing emails is the simplest and fastest option for teams with limited technical support.
8. Is it possible to send emails from my domain for better branding?
Yes. Use SMTP for outgoing emails to send messages from your domain and maintain brand trust.
9. Can I change my email integration settings later?
Yes. You can update your incoming and outgoing email configurations anytime in BoldDesk settings.
