How to Disable Email Suspension for Unauthorized Senders in BoldDesk
BoldDesk can automatically suspend inbound emails sent by unauthorized or unknown senders. This behavior is controlled by the Restrict Unauthorized Inbound Emails setting (also known as the Email Suspension Filter). If you want BoldDesk to accept inbound emails from any sender, you must disable this setting for the relevant email channel.
This article explains:
- What the Email Suspension Filter does
- What happens when it is disabled
- How to disable it step by step
Prerequisites
Before you begin, make sure the following requirements are met:
- Email channel: At least one support email channel is already configured
- Roles and Permissions: Access to manage settings in the Admin portal
What Is the Email Suspension Filter?
When Restrict Unauthorized Inbound Emails is enabled, BoldDesk may suspend inbound emails that do not meet authorization rules, such as:
- Emails from unknown senders
- Emails from senders not explicitly permitted by your configuration
- Certain system or no‑reply email addresses
Suspended emails are not converted into tickets until they are reviewed or allowed, depending on your workflow.
What Happens When You Disable It?
After disabling Restrict Unauthorized Inbound Emails:
- BoldDesk accepts inbound emails from any sender
- Emails are processed normally (new ticket creation, replies, attachments)
- No authorization or suspension checks are applied for that channel
This results in a more open and unrestricted support mailbox experience.
Step-by-Step Instructions
- Sign in to BoldDesk as an Admin.
- Go to Admin.
- Select Channels > Email > Configurations.
- Locate the following settings:
- Restrict Unauthorized Inbound Emails
- Disable Email Suspension Filter
- Update the settings:
- Uncheck Restrict Unauthorized Inbound Emails
- Check Disable Email Suspension Filter
- Click Update.
Blocklist Section
This section lists the email domains or addresses that must be blocked. It contains the following sub-sections;
Suspended
The email addresses or domains added here will be considered soft blocked. Emails will not be rejected but will be added to the suspended email view. You can add either a domain or a specific email address. Separate multiple values using a semicolon.
Reject
Email addresses or domains added here will be rejected (i.e., data will not be saved on our servers). You can add either an email domain or a specific email address. Separate multiple values using a semicolon.
Removing Suspended and Rejected Emails or Domains
Follow the steps below to remove suspended and blacklisted emails and domains.
- Open the Blocklist section and remove:
- All suspended email addresses/domains
- All rejected email addresses/domains
- When Disable Email Suspension Filter is enabled, BoldDesk will not perform email filtering, including:
- No‑reply email checks
- From‑address validation
- Disabling this setting affects only new inbound emails.
- Previously suspended emails are not automatically reprocessed unless your workflow explicitly allows it.
Use Cases
- Accept emails from new or first‑time customers
- Eliminate manual review of suspended emails
- Maintain an open, public‑facing support inbox
- Simplify inbound email handling
Troubleshooting Common Errors
-
I can’t find “Restrict Unauthorized Inbound Emails.”
- Confirm you are signed in as an Admin.
- Confirm you are editing an Email channel under Admin > Channels > Email.
-
Inbound emails are still getting suspended after disabling the setting.
- Verify you disabled the setting for the correct email channel (if multiple channels exist).
- Check whether other mailbox/security controls outside BoldDesk (mail server rules, spam filters, forwarding rules) are preventing delivery.
-
Tickets still aren’t created from emails.
- Confirm the email channel is active and properly configured.
- Verify the inbound routing/forwarding settings used to deliver messages to BoldDesk are correct.
Frequently Asked Questions
1) What setting disables the email suspension filter in BoldDesk?
Disable Restrict Unauthorized Inbound Emails in Admin > Channels > Email > Configuration.
2) Does disabling this setting allow emails from any sender?
Yes. When disabled, BoldDesk accepts inbound emails from unknown/unauthorized senders for that email channel.
3) Do I need to disable this for every support email address?
No. The setting is configured for all incoming emails.
4) Will disabling this setting affect existing tickets?
It changes how new inbound emails are handled. Existing tickets and their previous email processing are not changed.
5) Can I re-enable the filter later?
Yes. You can turn Restrict Unauthorized Inbound Emails back on at any time from the same email channel settings.
