Why Emails Aren’t Creating Tickets in BoldDesk
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 why 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 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.
- All incoming emails addressed to a BoldDesk-configured support mailbox are initially reviewed by the mail account provider’s spam and security filters, according to your organization’s policies. Emails identified as spam are directed to the Junk/Spam folder and are neither retrieved nor processed by BoldDesk. Only emails that arrive in the Inbox are retrieved by BoldDesk and used to create or update tickets.
- In BoldDesk, automatic ticket notifications are system-generated emails sent immediately when a ticket is created or updated. If CC recipients are included, they are automatically added to the ticket and will receive these notifications if the Email Notification Events are Enabled.
- Invalid or incorrect CC email addresses can cause repeated email bounces, potentially leading to temporary outbound email blocking due to email reputation protection.
- To avoid this, ensure that CC addresses are valid, and remove or update incorrect CC recipients on the ticket, as notifications will continue for existing tickets even if they are marked as spam.
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 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 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.
Frequently Asked Questions
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Does BoldDesk process emails from the Junk or Spam folder?
No. BoldDesk processes only emails delivered to the Inbox of the configured support mailbox. Spam‑filtered emails are not accessible to BoldDesk. -
Can BoldDesk retrieve blocked or quarantined emails?
No. Emails blocked before Inbox delivery cannot be accessed or recovered by BoldDesk. -
Where can I confirm my support email is active in BoldDesk?
Go to Admin Settings → Channels → Email and confirm the status is Verified. -
Can BoldDesk control external spam filtering?
No. Spam filtering is handled by the mail provider before BoldDesk receives the message.
