Default Ticket Status for Imported Emails and How to Control Email Import in BoldDesk
When you configure IMAP email integration in BoldDesk, emails from your mailbox (e.g., Gmail, Outlook, Zoho) are synced and converted into tickets. Two common questions arise:
- What status is assigned to tickets created from imported emails?
- Can you control which emails are imported?
This article explains both in detail and provides best practices.
1. Default Status of Synced (Imported) Emails
By default, tickets created from IMAP-synced emails are assigned the status New. This ensures that your support team can review and respond promptly.
Can You Change This Default Status?
No. BoldDesk does not currently allow changing the default status during IMAP configuration. All imported emails will always create tickets with the status New.
However, you can use Automation Rules after ticket creation to update the status based on conditions such as sender, subject, or keywords.
2. Controlling Which Emails Are Synced (Imported)
By default, IMAP sync imports all emails from the configured mailbox. However, you can control which emails are imported using these methods:
Method 1: Skip Existing Emails
During IMAP setup, select Skip existing emails to avoid importing older emails.
Method 2: Retrieve Emails from Previous Day
If needed, choose Retrieve emails from the previous day to import emails from one day before the configuration date.
Once the tickets are synced and converted into tickets, in BoldDesk, you can use automations or bulk updates to
- Assign, set status, priority, or department.
- Filter based on sender, subject, or keywords.
You can also auto-close tickets that match certain criteria (e.g., newsletters).
- Imported emails are marked as read in your mailbox after syncing.
- IMAP sync runs via a CRON job every few minutes, so expect slight delays.
- Emails from the previous day may take longer to sync if selected.
- Use mailbox filters and BoldDesk folder-specific sync to avoid importing irrelevant emails.
FAQ
-
Does BoldDesk support multiple IMAP email accounts for syncing?
Yes. You can configure multiple IMAP accounts in BoldDesk to sync emails from different mailboxes. Each account can have its own settings and ticket properties. -
What happens if an email is deleted from my mailbox after syncing?
Deleting an email from your mailbox does not delete the corresponding ticket in BoldDesk. Tickets remain in the system unless manually deleted or closed. -
Are attachments from imported emails preserved in tickets?
Yes. All attachments and inline images from the email are preserved and accessible within the ticket details. -
What happens if IMAP credentials change or expire?
If your email account password or security settings change, BoldDesk will stop syncing emails. You need to update the credentials in Admin → Email → Email Accounts to resume syncing. -
Does BoldDesk support OAuth for Outlook IMAP integration?
Yes, BoldDesk supports OAuth for Outlook IMAP integration via the built-in Microsoft authentication flow. -
Does BoldDesk support OAuth for Gmail IMAP integration?
No, Gmail IMAP integration cannot use OAuth—you must use standard authentication with an App Password. -
How often does BoldDesk sync emails via IMAP?
BoldDesk regularly syncs emails via IMAP using a CRON job-based IMAP synchronizer. Emails are updated every 2 to 3 minutes, ensuring near-real-time processing, though a slight delay compared to email forwarding may occur. -
Can I restrict IMAP syncing to specific folders in my mailbox?
No. BoldDesk does not currently support syncing from a specific folder within your mailbox. When you configure IMAP, BoldDesk will sync emails from the default mailbox (usually the Inbox).
