BoldDesk allows agents to block or unblock contacts to manage spam, restrict access, and maintain support system integrity. This guide outlines the steps, consequences, and permissions required.

How to block a contact

To block a contact in BoldDesk:

1. Open the contact profile.

2. Click Block Contact.

3. In the confirmation dialog:

   • Mark associated tickets as spam - This option flags all tickets and conversations linked to the contact as spam.
   • Block contact’s domain - Emails from the contact’s domain (e.g., example.com) are soft-blocked. These emails will appear in Suspended Emails for manual review.

4. Click Block Contact to confirm and apply the block.

   
   
   

Consequences of blocking a contact.

• The blocked contact cannot access the support portal.
• They cannot create new tickets or view existing ones.
• Any new ticket submitted via email will be treated as a suspended email.

How to unblock a contact

To unblock a contact, follow the steps below:

1. Open the blocked contact profile and click the Unblock button.

2. A confirmation dialog will appear where you can restore the spam tickets by selecting the Remove associated tickets from spam option and then click the Unblock Contact.

   
   
   

How to unblock a contact’s domain

When you block a contact and choose to block their domain, emails from that domain are soft-blocked and moved to Suspended Emails. To unblock the domain:

• Navigate to Admin > Email > Configuration > Blocklist > Suspended.

• Locate the domain you want to unblock.

• Remove it from the blocklist to allow emails from that domain to flow normally.

  
  
  

Limitation: Block Contact While Marking Tickets as Spam

Agents with a Group‑level Ticket Access scope are restricted from blocking contacts. This limitation exists to prevent unintended system‑wide impact. If a contact is blocked, all tickets created by that contact across the account are automatically classified as spam. When an agent has access limited to specific groups, they may not have visibility into all tickets raised by the same contact, which could result in tickets being marked as spam without the agent’s awareness or permission.

For this reason, BoldDesk validates the agent’s global ticket access scope before allowing the Block Contact action.

To enable the Block Contact option, the agent’s Ticket Access scope must be updated to Global under Admin → Agent → Edit/Add Agent → Access/Ticket Access scope.

Permission for blocking and unblocking a contact

To allow agents to block or unblock contacts:

• Go to Roles and Permissions under the Contact module.
• Enable the following permissions:

  • Block or unblock contact

  • Delete or mark associated tickets and chats as spam

    
    
    

Frequently Asked Questions

1. What happens to tickets after blocking a contact?
   Tickets can be marked as spam, and new emails from the contact or their domain will be suspended.

2. Can I block an entire domain?
   Yes. You can soft-block a domain so emails from it go to Suspended Emails for review.

3. Can blocked contacts still email support?
   Yes, but their emails will not create tickets automatically. They will be suspended.

4. Can I reverse the block and restore tickets?
   Yes. Use the Unblock Contact option and choose to restore spam tickets if needed.

Related Articles

1. Contact and Contact Group Overview
2. How to Add and Edit Contacts in BoldDesk