Managing Outbound Email Blocking in BoldDesk
This guide explains how to block outbound emails to a specific address in BoldDesk and how to unblock them when needed. It helps administrators manage email delivery rules effectively within the support system.
When BoldDesk May Block Outbound Email Sending
Outbound emails may be blocked for a tenant account under certain conditions, including:
- The tenant account owner is registered using a Gmail domain
- Configured bounce limits are exceeded
- Configured spam complaint limits are exceeded
- The tenant account was created within the last four hours
- Outbound email sending is manually blocked through the BoldDesk API
These safeguards exist to protect deliverability, prevent abuse, and maintain platform reliability.
Block Outbound Emails to a Specific Address
Follow the steps below to achieve this.
1. Identify the Email Address
- Confirm the exact email address you want to block.
- Double-check for typos to avoid blocking unintended recipients.
2. Contact BoldDesk Support
Share the email address with BoldDesk support via:
- Email -
[email protected] - Support Portal
- Live Chat
The support team will process your request and block the specified address.
- Once an email address is blocked, it will no longer receive messages from BoldDesk.
- This action is permanent unless you contact support to request the email address be unblocked.
- Ensure the provided email address is correct to avoid blocking unintended recipients.
3. Unblock a Previously Blocked Email Address
If a blocked email prevents delivery to a valid recipient:
- Contact BoldDesk support with the affected email address.
- The team will investigate and unblock the address if appropriate.
- In some cases, additional steps may be required to restore email reputation before unblocking.
If you notice that a blocked email prevents delivery to the intended user, please provide the email details to the support team through live chat, email, or the support portal. The team will investigate and unblock the email address if necessary. In some cases, additional steps may be required to ensure proper processing and to maintain the email’s reputation before unblocking.
In such cases, please follow the instructions provided by the support team carefully to resolve the issue. You can review the audit logs for details on blocked emails. Explore further instruction about How to View Audit Logs for Changes in Admin Settings.
If your BoldDesk account status becomes Expired, outgoing emails are automatically blocked. To resume sending emails, please reactivate your account by subscribing to an active paid plan. Once reactivated, email functionality will be restored.
Dummy Email Approach
You can use dummy emails as identifiers in SSO tokens.
Key Considerations
- Assign unique dummy emails (e.g., <user_id>@xyz.com) for each user.
- BoldDesk accepts these as identifiers.
Impact on Notifications:
Dummy emails cause undeliverable notifications - If 50 bounced emails occur within one hour, BoldDesk automatically blocks outbound emails to protect email reputation.
Prevent Notification Issues:
Disable email notification events for the respective brand.
This prevents sending emails to dummy users while valid users continue receiving notifications.
- Use of Dummy Emails: Accepted as identifiers in SSO tokens.
- Notification Control: Disable notifications for dummy users to avoid bounce issues.
- Bounce Handling: Automatic block after 50 bounces in one hour.
550 5.4.1 Recipient address rejected: Access denied.
The error suggests that the mailbox is rejecting external messages due to access restrictions. If other users are receiving emails via the BoldDesk portal without issue, the problem is likely isolated to this mailbox. Please check with your IT team to ensure it can accept external emails and that no filtering or forwarding rules are blocking delivery.
Frequently Asked Questions
1. Can administrators block or unblock an outbound email address directly in BoldDesk?
No. Blocking or unblocking a recipient address requires contacting BoldDesk Support.
2. Is blocking permanent?
The block remains in effect unless BoldDesk Support unblocks the email address.
3. Will blocking affect ticket creation or notifications for other users?
Blocking applies only to the specified recipient email address. Other recipients are not affected.
4. Can blocked email activity be reviewed?
Audit details can be reviewed via Audit Logs in Admin Settings.
Related article: How to View Audit Logs for Changes in Admin Settings
5. Why does BoldDesk show “daily outbound email limit reached”?
This message appears when the tenant is operating under a trial plan. Trial tenants are restricted to 30 outbound emails per day. Paid (active) tenants have no outbound email sending limit. This restriction applies to all trial plans.
6. Why might BoldDesk automatically block outbound emails?
Outbound sending may be blocked due to deliverability safeguards, such as exceeding bounce/spam complaint limits, or manual blocks via the BoldDesk API.
7. How can dummy emails used for SSO cause outbound email blocking?
If BoldDesk sends notifications to dummy email addresses, those messages can bounce. If bounces reach 50 in one hour, BoldDesk may automatically block outbound emails to protect email reputation.
