IMAP/SMTP vs. Forwarding/BoldDesk Server: Which BoldDesk Support Email Setup Is Best?
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 email, and SMTP and BoldDesk Email Server for outgoing email, enabling you to make an informed decision.
Overview
When integrating your support email with BoldDesk, you can configure how incoming emails are received and how outgoing emails are sent. BoldDesk supports all combinations of the following:
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
Using IMAP ensures that incoming emails are synced directly from your mail server to BoldDesk without routing through BoldDesk’s email server. This allows your organization to maintain 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, supporting audit trails and compliance requirements.
- Ideal for businesses that need data retention, mailbox transparency, or stricter email governance.
Note: While IMAP offers greater control, it may result in a slight delay in ticket creation compared to forwarding.
Email Forwarding
- Your existing email server forwards incoming messages instantly to a BoldDesk-generated email address.
- Tickets are created immediately upon email receipt.
- Emails are stored on BoldDesk’s servers.
- Ideal for organizations valuing rapid ticket creation and simple setup.
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.
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?
| 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) |
