Email-to-Ticket Failures: When Emails Don’t Reach BoldDesk Server

If emails sent to the support address don’t reach BoldDesk’s server, support tickets won’t be created. This article covers the common reasons this happens and how to fix them to keep email-to-ticket conversion working smoothly.

Common Causes of Email Delivery Failures to BoldDesk

Emails may fail to reach BoldDesk due to issues in the sending environment. Below are common causes and their respective resolutions:

Anti-spam filters

• If anti-spam filters in Microsoft 365, Google Workspace, or other email providers block outbound emails, those messages may not reach the BoldDesk’s email server.
• To resolve this, review your email system’s logs to identify any blocks, and ensure that outgoing emails include a valid subject, body content, and avoid suspicious links or formatting that may trigger spam filters.

Firewall or outbound security policies

• If your network’s firewall or outbound security policies block email traffic, emails may fail to leave your system and won’t reach the BoldDesk’s email server.
• To resolve this, review your network’s outbound rules and ensure that traffic to BoldDesk’s email domains is allowed.

Missing or misconfigured SPF, DKIM, or DMARC records

• When using a custom support address and the sending domain has missing or incorrect SPF, DKIM, or DMARC configurations, the email may fail authentication. As a result, the email is likely to be rejected by the BoldDesk’s email server, preventing ticket creation.
• To fix this, ensure your domain’s DNS records are properly configured to support email authentication and comply with standard security protocols.

Hard blocklisted email or domain

• Emails from hard-blocked addresses or domains are completely prevented from reaching the BoldDesk email server, resulting in undelivered messages and missed ticket creation.
• To resolve this, contact your system administrator to check if the address or domain is listed in the blocklist and request its removal.

If the issue persists, please reach out to BoldDesk Support.

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