Supporting multiple departments often requires different email addresses. In BoldDesk, you can streamline support by configuring multiple mailboxes under one brand. This setup ensures consistent branding, simplifies ticket routing, enhances reporting, and keeps your support system scalable. This guide explains how to add and manage multiple support emails within a single brand.

Support Email Limits

In BoldDesk, the option to add multiple support email addresses is determined by the subscription plan you have. The table below outlines the available plans along with their respective limits:

Steps to Add and Manage Multiple Support Emails to a Brand

When a new BoldDesk account is created, a default support email address is automatically provided, for example, [email protected]. Once the support channel is configured, you can add other support emails for the same brand by selecting the appropriate brand in the email configuration pages. Explore BoldDesk Support Email Configuration: Setup Guide & Tips for more insights on configuring support email.

1. Go to Admin Settings > Email > Add Email

2. Choose the brand and category (optional)

3. Add all the configuration.

4. Repeat the process to add additional mailboxes under the same brand.
   

   
   
   

Troubleshooting

Cannot add another support email address

• Check whether the account has reached the plan limit (Scale legacy: 5, Momentum legacy: 10, Enterprise: 5, 10 depending on the team size you selected).
• If the limit is reached, use Contact Support to request additional mailboxes (extra cost may apply).

Duplicate tickets are being created from a single customer email

• Confirm the support email address is not connected to another ticketing system at the same time.
• Disconnect the email address from the other system before using it in BoldDesk.

Mailbox appears under the wrong brand

• Re-check the Brand selected during Admin Settings → Email → Add Email.
• Add the mailbox again under the correct brand if needed (behavior depends on how the mailbox was previously configured).

Tickets are not routing to the expected department/category

• If categories are used, confirm the Category selection (optional) during mailbox setup matches the intended routing design.
• If the goal is category-based mapping, use the category mapping approach. Explore How to Map Support Email Addresses to Specific Ticket Categories.

FAQs

1) Can one BoldDesk brand have multiple support email addresses?
Yes. You can configure multiple mailboxes under a single brand using Admin Settings → Email → Add Email.

2) Does each mailbox work for both receiving and sending ticket emails?
Yes. Each configured mailbox can be used to receive tickets and send ticket replies.

3) Are there plan-based limits on the number of mailboxes?
Yes. Scale (legacy) supports 5; Momentum (legacy) supports 10; Enterprise depends on your team size ranging from Growing, Scaling and Large teams.

4) Can BoldDesk add more mailboxes than my plan allows?
Yes, at an extra cost. Use Contact Support.

5) Can I use an email address that is already connected to another ticketing system?
Not recommended. Disconnect the email address from the other system first; otherwise, duplicate ticket creation may occur.

6) Do multiple mailboxes under one brand share branding?
Yes. Mailboxes under the same brand share branding elements such as logos, signatures, and templates.

7) Is category selection required when adding a mailbox?
No. Category selection is optional during mailbox setup.

Related Articles

1. BoldDesk Support Email Configuration: Setup Guide & Tips
2. How to Map Support Email Addresses to Specific Ticket Categories
3. How to Configure the Category Field for a Brand