Cases Where Email Notifications will not be sent

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In BoldDesk, email notifications are essential for keeping both agents and customers updated on relevant information. However, there are instances where emails may not be delivered due to system configurations, user actions, or predefined automation rules. Even with a proper BoldDesk setup, some conditions restrict email notifications to avoid redundancy or respect preferences. There are specific circumstances under which email notifications may still fail to be sent, despite appearing correctly configured. Here are the key cases:

1. Email Notification Events Are Disabled

Email notifications allow you to control the notifications for your help desk. Personalization of email content for predefined templates is also supported. If specific email triggers are turned off under Admin > Email Notification Settings, then emails for those triggers (ticket updates, replies, assignments) will not be sent. Email notifications can be tailored for Agents, Contacts, or Watchers. You may disable the settings for either Agent, Contact, or Watcher you wish to exclude from receiving notifications.

Agents will not receive email notifications for their own updates, even if they are included in the ticket’s CC or watcher field unless they make the updates on behalf of the requester.

2. Personal Notification Settings are Disabled (Agents Only)

Agents have the ability to customize their notification preferences. Email alerts will be sent only for the notifications that are enabled. Follow these steps to configure personal profile settings:

Log in to your BoldDesk agent portal.
Go to Profile Settings (usually under your avatar or name).
Navigate to Notification Settings.
Disable or customize the types of email alerts you want to receive (ticket assignments, replies, mentions).

If any of the events are disabled like in the above screenshot, email notification for the particular triggers won’t be sent even if the general email notification settings for the agent portal is enabled.

3. Blocked Email Addresses

BoldDesk maintains a blacklist of email addresses that previously bounced or triggered complaints. If an address is on this list, it will not receive emails. In this scenario, please contact BoldDesk support.

4. Organizational Email Restrictions

If emails are delivered to external addresses (such as Gmail) but fail to reach company email accounts, it is possible that your organization’s firewall or spam filters are blocking BoldDesk emails. In this scenario, the network administrator should add BoldDesk’s sending domains to the whitelist.

5. CC Field Disabled

If the CC field is disabled in: Admin > General Settings > CC Field Settings then CC recipients will not receive any notifications, even if they were previously added to a ticket. To be able to receive the notifications, the CC field must be enabled.

6. Recipient Email is full

When the email inbox of the intended recipient has reached its storage capacity and is completely full, it will no longer be possible for email notifications to be successfully delivered to that recipient. In such cases, the system will automatically record the failure to send the email notification in the designated Email Logs for reference and troubleshooting purposes. To ensure that the recipient is able to receive future notifications without any interruptions, it is necessary for the recipient to take action by clearing up some space in their email inbox.

7. DKIM Not Configured for Custom Domains

DKIM (Domain Keys Identified Mail) is an email authentication mechanism that enables the recipient to verify that an email was sent and authorized by the domain owner. It achieves this by incorporating a digital signature into the email. This signature is included as an encrypted header within the message. Implementing DKIM enhances both the security and deliverability of emails. For those using a custom domain for email communications, it is crucial to ensure that DKIM is properly configured. Correct DKIM configuration is vital for reducing the likelihood of emails being marked as spam and for significantly improving message deliverability. To learn more about DKIM configuration, click here

8. Unverified Support Email

If you’re using a custom support email, it must be verified. Unverified emails cannot send notifications. To learn more, refer to this article on how to forward and verify a custom support email in BoldDesk.

9. Automation Rules Remove Recipients

You may have configured custom automation rules, found under Update Ticket Triggers, which can remove CCs. If an Update Ticket Trigger or Assignment Rule removes a user from a ticket (by removing a CC or reassigning the agent), that user will no longer receive notifications unless they are added back.

How to Troubleshoot an Issue with Email Delivery and Email Notification
How to Troubleshoot Notification Issues for Ticket Watchers

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