BoldDesk Support Email Configuration: Setup Guide & Tips
This article explains how default and custom support email addresses work in BoldDesk, how to configure them, and how email forwarding and ticket creation operate. Each section is self‑contained for easy retrieval and query accuracy.
How Support Emails Work in BoldDesk
BoldDesk provides a default support email address for every new account, such as: support@subdomain.bolddesk.com
Key Behaviors
- Emails sent to this address are automatically converted into support tickets.
- The ticket requester will receive email notifications after creation.
- All future replies sent via email are added to the same ticket thread.
- Organizations can also configure their own custom domain email (e.g.,
support@mydomain.com) and forward it to BoldDesk.
Check out this video for more details
Viewing and Managing Support Email Addresses
You can access all configured support email addresses through:
Admin → Email
This section lists:
-
Default and custom support emails
-
Forwarding status
-
Email verification status
-
Ticket creation settings
Setting Up a Default BoldDesk Support Email
A default support email uses BoldDesk’s built‑in mail server.
Steps to Add a Default Support Email
-
Log in to BoldDesk and navigate to Admin.
-
Under Channels, select Emails.
-
Click Add Email.
-
Enter:
- Brand
- Category
- Display name
-
Set Email Type → Default (BoldDesk).
-
Enter the default email address.
-
Click Add.
Default BoldDesk support email will be automatically verified, and each email sent to this email will be converted to a ticket automatically.
Setting Up a Custom Support Email
Custom support emails allow organizations to use familiar, branded email addresses such as:
support@mydomain.comsales@mycompany.comproduct1@brand.com
Custom emails support:
- Multiple departments
- Multiple brands
- Multiple domains
Steps to Add a Custom Support Email
-
Go to Admin → Emails.
-
Click Add Email and enter:
- Brand
- Category
- Display name
-
Set Email Type → Custom Email Address.
-
Enter your custom support address.
-
Select your Email Server:
- Default (BoldDesk): BoldDesk provides a forwarding address.
- Custom: Use your own SMTP/IMAP configuration.
-
Click Add.
-
Complete the verification and email forwarding setup.
- If you don’t want emails sent to the configured support address to create or update tickets, you can enable the Disable Ticket Creation option. This stops ticket creation and updates via email. Only email notifications will be sent, and any replies won’t be added to the ticket.
- For custom support emails, you should enable email forwarding and verify it. To learn more about enabling the email forwarding process, click How to Forward and Verify Emails in BoldDesk. You can also configure the DKIM to authenticate emails sent from these domains. Learn How to Setup DKIM for BoldDesk.
- The support email can be deleted; however, this action is irreversible.
FAQs
Q1: What happens if forwarding is not enabled?
Tickets will not be created for emails sent to your custom domain address.
Q2: Can I disable ticket creation for certain emails?
Yes. Disable Ticket Creation in the email configuration.
Q3: Can I use multiple support email addresses?
Yes. BoldDesk supports multiple default and custom support emails across different brands, domains, and categories. However, this depends on the plan you are subscribed to in BoldDesk.
Q4: Is DKIM required?
Not mandatory, but strongly recommended for:
- Better deliverability
- Preventing spoofing
- Authenticating outbound emails
Q5: Can I delete a support email later?
Yes, but deletion is permanent and cannot be undone.
