Troubleshooting Rejected Agent Invitation Emails

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.

Please refer to this article 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 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 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.