Cases Where Email Notifications will not be sent

In BoldDesk, email notifications keep agents and customers updated. However, emails may fail due to system settings, user actions, or automation rules. Even with correct setup, some conditions limit emails to prevent redundancy or honor preferences. Certain situations still cause notification failures despite proper configuration. 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.

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).

3. Ticket is Marked as Private

In BoldDesk, when a ticket is marked as private, email notifications are not sent for any actions performed on that ticket — including replies, public notes, status changes, or other updates — even if those actions are enabled in the Email Notifications settings. This applies to all users except agents or watchers who are specifically assigned to the ticket.
This behavior is intentional and ensures that private tickets remain internal and do not generate external communication.

To address this:

• Check if the ticket is marked as private.
• If notifications are expected for certain workflows, ensure those tickets are not set to private.
• Review your automation rules and ticket creation settings to avoid unintentionally applying private status to tickets that require notifications.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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

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.

Frequently Asked Questions (FAQs) – Email Notification Failures in BoldDesk

1. Why am I not receiving email notifications for ticket updates?
This could be due to disabled email events, personal notification settings, private ticket status, or automation rules removing you from the ticket.

2. Do agents receive notifications for their own actions?
No. Agents do not receive email notifications for updates they make themselves, unless they act on behalf of the requester.

3. What happens to email notification if a ticket is marked as private?
Private tickets do not trigger email notifications for any updates, except to agents or watchers explicitly assigned to the ticket.

4. Can blocked or bounced email addresses receive notifications again?
No. Blocked addresses are blacklisted. You must contact https://support.bolddesk.com to request removal from the blocklist.

5. Why are emails not reaching my company inbox but arriving in Gmail?
Your organization’s firewall or spam filters may be blocking BoldDesk emails. Ask your IT team to whitelist BoldDesk’s sending domains.

6. What if the recipient’s inbox is full?
Email delivery will fail. The system logs this in the Email Logs. The recipient must clear space to resume receiving notifications.

7. How does DKIM affect email delivery?
Without DKIM configured for your custom domain, emails may be marked as spam or rejected. Proper DKIM setup improves deliverability.

8. Can automation rules stop notifications?
Yes. If automation rules remove CCs or reassign agents, those users will no longer receive notifications unless re-added.

9. Why aren’t CC’d users receiving emails?
If the CC field is disabled in Admin > General Settings > CC Field Settings, no CC’d users will receive notifications.

10. How can agents control their own email alerts?
Agents can customize their notification preferences in their Profile Settings > Notification Settings.

Related Articles

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