How to Use Alias Email Addresses as Custom Support Emails in BoldDesk
Alias email addresses are alternate addresses that route incoming emails to a primary mailbox. In BoldDesk, this allows multiple support emails to funnel into one primary address, ensuring all incoming messages are centralized and converted into tickets through a single inbox. This article explains how to properly configure alias forwarding to ensure emails are routed correctly and converted into tickets in BoldDesk.
1. Add the Primary Email as a Support Email in BoldDesk
- Go to Admin > Channels > Emails.
- Click Add Email.
- Choose the brand, category, and display name.
- Select Custom Email Address and enter the email (for example,
[email protected]). - Choose the Email Server:
- Default (BoldDesk): You’ll receive a forwarding address.
- Custom: Use your own email system.
- Click Add and complete the verification process.
Explore How to Configure Default and Custom Support Email Addresses in BoldDesk.
2. Configure Forwarding for the Added Support Email
After configuring the support email in BoldDesk as described in step 1, proceed with setting up email forwarding to verify and forward the emails to tickets. Learn more on How to Forward and Verify Emails in BoldDesk.
- Enable forwarding only for the Primary Email Address to the BoldDesk-provided forwarding address.
- Do not enable forwarding for the alias address directly to BoldDesk.
- Ensure the alias is properly configured in your email system to forward messages to the Primary Email Address.
This is the most critical part of the setup, as it ensures that messages sent to the alias are correctly routed and processed.
When this configuration is done correctly:
- Emails sent to the alias are first routed to the Primary Email Address.
- BoldDesk then receives the forwarded message and converts it into a ticket under the Primary Email Address.
- Alias email addresses cannot be used as Custom Email Addresses in BoldDesk.
- Emails sent to alias or proxy addresses (for example,
[email protected]) will also create tickets in BoldDesk, as long as email forwarding is configured on the primary mailbox ([email protected]). - All emails received by the primary address, including those sent via its aliases, will be forwarded and automatically converted into tickets. No additional setup is required.
Frequently Asked Questions
-
Can I use an alias email address directly as a Custom Email Address in BoldDesk?
No. Alias email addresses cannot be used as Custom Email Addresses in BoldDesk. Configure the primary mailbox as the Support Email and route alias mail into that mailbox using your email provider. -
What happens if I forward both the alias and the primary email address to BoldDesk?
Forwarding both can cause duplicate tickets or delivery issues. Configure forwarding to BoldDesk only for the primary mailbox. -
Can I set up multiple alias addresses for one primary support email?
Yes. Create multiple aliases in your email provider and route each alias into the same primary mailbox that forwards to BoldDesk. -
Do I need to verify alias addresses in BoldDesk?
No. Only the primary mailbox configured in BoldDesk is verified. Alias configuration happens in your email provider. -
Will tickets created from alias emails show the alias or the primary address in BoldDesk?
Tickets appear under the primary Support Email configured in BoldDesk, regardless of which alias was used by the sender. -
If an alias/proxy address receives mail, will BoldDesk still create tickets?
Yes—if the alias delivers into the primary mailbox and the primary mailbox is forwarding to BoldDesk, emails sent to aliases/proxy addresses will be converted into tickets with no additional BoldDesk setup. -
Do I need a separate BoldDesk Support Email entry for each alias?
No. Do not add aliases as Support Emails. Add only the primary mailbox as the Support Email.
