When you add new agents to your BoldDesk account, invitation/verification emails are automatically sent to the specified address. However, in some cases, the email may not be delivered, and you might receive a bounce-back or warning notification.

Learn more on Agent, Contact & Watchers Events Email Notification in BoldDesk, to see the events available in the email notification.

This guide outlines the most common reasons for these delivery issues and offers actionable solutions to help you resolve them.

Reasons for Invitation Email Delivery Failures

1. Email Server or Firewall Restrictions

   • The recipient’s server may block external emails due to the organization’s security policies. Additionally, spam filters or firewalls might reject messages from unknown/external domains or IP addresses.
   • To resolve this, ask the recipient to add your BoldDesk’s support email address to their safe sender list or whitelist in their email server settings. Once the recipient has whitelisted the address, contact our support team to manually unblock the email and help resend the invitation.

2. Domain Authentication Issues (SPF, DKIM, DMARC)

   • Missing or incorrect SPF, DKIM, or DMARC records on your domain can cause recipient servers to reject your emails, causing delivery failure.
   • To solve this, verify domain configuration and ensure your SPF, DKIM, and DMARC records are properly configured.

3. Automated System Emails

   • If the recipient’s server rejects automated emails, agent invitation/verification emails may bounce or be blocked.

If you continue facing issues or need further assistance, reach out for support through our live chat or submit a support ticket.

Frequently Asked Questions

1. Why are agent invitation or verification emails not being delivered in BoldDesk?
Agent invitation or verification emails in BoldDesk may not be delivered because of email server or firewall restrictions, domain authentication issues such as missing SPF, DKIM, or DMARC records, or because the recipient’s mail server blocks automated system emails.

2. What should I do if a BoldDesk agent invitation email is blocked by the recipient’s email server?
If the recipient’s email server blocks the BoldDesk agent invitation email, ask the recipient to add the BoldDesk support email address to their safe sender list or whitelist. After that, contact the BoldDesk support team to manually unblock the email and help resend the invitation.

3. Can missing SPF, DKIM, or DMARC records cause BoldDesk invitation email delivery failures?
Yes. If your domain does not have valid SPF, DKIM, or DMARC records, recipient mail servers may reject BoldDesk invitation or verification emails. To resolve this, review your domain authentication settings and make sure all required records are configured correctly.

4. What should I do if BoldDesk agent invitation emails continue to fail after checking the common causes?
If BoldDesk agent invitation emails still fail after checking server restrictions, whitelisting, and domain authentication, contact BoldDesk support through live chat or submit a support ticket for further assistance.