How to Use Alias Email Addresses as Custom Support Emails in BoldDesk
Alias email addresses in BoldDesk serve as alternate addresses that route incoming support messages to a designated Primary Email Address in your email server. This setup allows you to maintain multiple public-facing alias email addresses as support emails while centralizing ticket creation under a single inbox.
An alias is an alternate email address that routes messages to a primary mailbox. For example, help@yourcompany.com can be set up as an alias that routes incoming emails to the primary support address support@yourcompany.com.
This article explains how to properly configure alias forwarding to ensure emails are routed correctly and converted into tickets in BoldDesk.
Step 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 (e.g.,
support@yourcompany.com). - 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.
Learn more on How to Configure Support Email Channel.
Step 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.
Frequently Asked Questions (FAQ)
1. Can I use an alias email address directly as a Custom Email Address in BoldDesk?
No. Alias email addresses do not have a real inbox and cannot be verified or used for direct forwarding. You must use your primary email address for BoldDesk support email configuration.
2. What happens if I forward both the alias and the primary email address to BoldDesk?
This can cause duplicate ticket creation or delivery issues. Only your primary email address should be configured to forward to BoldDesk.
3. Can I set up multiple alias addresses for one primary support email?
Yes. You can configure multiple aliases in your email system to route messages to a single primary support address, which is then connected to BoldDesk.
4. Do I need to verify alias addresses in BoldDesk?
No. Only the primary email address needs to be verified. Alias addresses are managed within your email provider and do not require verification in BoldDesk.
5. Will tickets created from alias emails show the alias or the primary address in BoldDesk?
Tickets will appear under the primary email address configured in BoldDesk, regardless of which alias the message was originally sent to.
