How to Restrict Ticket Creation to Verified Portal Users in BoldDesk
If you want only verified users to create tickets in BoldDesk, disable Ticket Creation for your support email addresses and allow ticket creation only through the customer portal.
This setup helps ensure that tickets are created by users who sign in with verified credentials instead of by anyone who emails the support address.
To learn how user accounts are created and verified in BoldDesk, explore How User Accounts Are Created Through Email and Signup.
Disable ticket creation for a support email address
Ticket creation through email is controlled by the Ticket Creation toggle in the Support Emails list.
When the Ticket Creation toggle is enabled, incoming emails to that support email address can:
- create new tickets
- be added as replies to existing tickets
To stop ticket creation through email, turn Off the Ticket Creation toggle for the required support email address.
Steps to disable ticket creation for a support email address
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Go to Admin > Emails.
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Make sure the Help Desk tab is selected.
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Open the Support Emails tab.
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Locate the support email address you want to update.
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In the Ticket Creation column, turn Off the toggle.
- After the Ticket Creation toggle is turned Off for a support email address, incoming emails to that address are no longer used to create new tickets, and all customer emails to the same email will be dropped.
- If you use multiple support email addresses, repeat the same step for each email address that should not accept ticket creation through email.
How users can create tickets after email-based ticket creation is disabled
After Ticket Creation is turned off for the support email address, users can still create tickets through approved channels.
Contacts can create tickets from the customer portal
Contacts can create tickets from the customer portal after signing in. For more details, learn How to Create a Ticket in the Customer Portal.
Agents can create tickets on behalf of customers
Agents can also create tickets on behalf of customers when needed. For more details, explore more on Creating a Ticket on Behalf of the Requester.
- Customers can still receive email notifications for ticket creation and ticket updates if the relevant event notifications are enabled. For more details, learn How to Manage and Personalize Email Notifications.
- If you want ticket creation to be limited to verified users, direct contacts to sign in to the customer portal before submitting a ticket.
Frequently Asked Questions
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Where do I disable ticket creation through email in BoldDesk?
Go to Admin > Emails, select the Help Desk tab, open Support Emails, and turn Off the Ticket Creation toggle for the required support email address. -
Can contacts still create tickets after email-based ticket creation is disabled?
Yes. Contacts can still create tickets from the customer portal after signing in. -
Will customers still receive email notifications after ticket creation through email is disabled?
Yes. Customers can still receive ticket-related email notifications if the relevant email notification events are enabled.
