How a Contact’s Forwarded Email Creates a New Ticket
BoldDesk provides a configurable email handling option that determines how forwarded emails from contacts are processed. When enabled, this setting ensures that forwarded messages are created as new tickets, instead of being added as replies to existing tickets.
This behavior helps support teams avoid unrelated or forwarded conversations being appended to an active ticket.
Use Cases
Enable this setting when you want to:
- Prevent forwarded email threads from updating existing tickets
- Ensure forwarded messages are treated as new support requests
- Maintain clarity and proper ticket context
- Avoid mixing unrelated conversations into active tickets
How to enable a contact’s forwarded email to create new tickets
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Sign in to the BoldDesk Admin Portal.
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Navigate to Channels.
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Select Emails.
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Open the Configurations tab.
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Enable Create new ticket when contact forwards email.
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Click Update to save the changes.
When this feature is enabled, any email a known contact forwards will automatically create a new ticket, even if it was part of an existing one. This prevents unrelated forwarded messages from being added to existing tickets.
When a New Ticket Is Created
A forwarded email creates a new ticket only when all the following conditions are met:
- The setting is enabled in Admin Settings
- The sender’s email address belongs to an existing Contact
- The incoming message is identified as a forwarded email
If any of these conditions are not met, the forwarded message follows standard email processing rules.
Troubleshooting
Forwarded emails are still updating existing tickets
- Confirm the Create new ticket when contact forwards email option is enabled
- Verify the sender is saved as a Contact in BoldDesk
- Ensure the email is detected as a forwarded message
Unexpected tickets are being created
- Review contact records to confirm valid email ownership
Frequently Asked Questions (FAQs)
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Will forwarded emails from unknown senders create new tickets?
No. The sender must be a known contact, and the message must be detected as a forwarded email. -
Does this setting bypass spam or suspension checks?
No. Spam and suspension checks are still applied before ticket creation. -
Is this feature enabled by default?
No. This feature must be enabled manually in the Admin settings.
