Blocklisting of emails and/or domains in BoldDesk helps administrators control who can create support tickets via email. However, sometimes legitimate users may be blocked unintentionally when an entire domain is added to the blocklist. If a user cannot create tickets via email, the issue may not always be tied to the user’s individual address. In some cases, the entire domain (for example, company.com) may have been added to the blocklist. This prevents the affected user—and potentially many others on the same domain—from creating tickets. This article explains how to identify when this happens and how to resolve it.

How to Identify Blocklisted Domains in BoldDesk

To determine whether a user is blocked due to domain restrictions, follow these steps:

1. Go to Admin → Emails → Configuration.
2. Review entries under the Blocklist section.
3. Check whether:
   • The specific email address is listed, or
   • The entire domain (such as company.com) is blocklisted.

If the domain is listed, all users from that domain will be prevented from submitting tickets.

How to Resolve a Blocklisted Domain Issue

If you confirm that a domain is blocklisted but users from that domain should be allowed to submit tickets, simply remove the domain from the blocklist.

Steps to Remove a Domain From the Blocklist

1. Navigate to Admin → Emails → Configuration → Blocklist.
2. Locate the domain you wish to unblock (e.g., company.com).
3. Remove the domain entry.
   
   
   
   
   
4. Save the changes.

Why Blocklisting Affects Ticket Creation

Blocklisting is a feature that prevents certain email sources from generating support tickets.

A user may be unable to submit tickets via email when:

• Their individual email address is blocked.
• Their entire email domain (e.g., company.com) is blocklisted.
• A domain‑level entry blocks multiple users simultaneously—even if they were not intended targets.

Best Practices When Managing Blocklists

• Avoid blocklisting major public domains such as gmail.com, yahoo.com, or outlook.com unless absolutely necessary, as this can unintentionally block large numbers of legitimate users.
• If blocking spam is the goal, consider adding individual senders instead of full domains.
• Periodically review your allowlist and blocklist to ensure they match your support policy.
• Use the Suspended Emails view regularly to catch false positives.

FAQs

Q1: What happens when a domain is blocklisted?
All email messages from that domain are rejected, preventing ticket creation.

Q2: Can I temporarily block a domain?
Yes. Add the domain to the blocklist and remove it later when no longer needed.

Q3: How do I know whether an email was blocked?
Check the Suspended Emails section to view messages filtered out due to blocklisting.

Q4: Should I ever block public domains like Gmail?
Only in rare, controlled scenarios. Blocking large providers often blocks legitimate customers.

Related Articles

• How to Configure Inbound Email Allowlist and Blocklist in BoldDesk
• How to Block Outbound Emails to a Specific Email Addresses in BoldDesk