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

1. Log in to BoldDesk and navigate to Admin.

2. Under Channels, select Emails.

3. Click Add Email.

4. Enter:

   • Brand
   • Category
   • Display name

5. Set Email Type → Default (BoldDesk).

6. Enter the default email address.

7. Click Add.
   

   
   
   

Setting Up a Custom Support Email

Custom support emails allow organizations to use familiar, branded email addresses (multiple departments, brands, domains) such as:

• support@mydomain.com
• sales@mycompany.com
• product1@brand.com

Steps to Add a Custom Support Email

Steps to Add a Custom Support Email

1. Log in to your BoldDesk account.

2. Go to Admin → Emails.

3. Click Add Email, then enter the following details:

   • Brand
   • Category
   • Display name

4. Set Email Type → Custom Email Address.

5. Enter your custom support address.

6. Select your Email Server:

   A) Default (BoldDesk)

   • BoldDesk provides a forwarding address you can use to route incoming mail into BoldDesk. Learn more on How to Forward and Verify Emails in BoldDesk.

   B) Custom

   • Choose this if you want BoldDesk to connect directly to your mail server.
   • This is ideal when your organization requires using your own SMTP for sending replies and/or your own IMAP to fetch incoming emails (instead of forwarding).

   What you need to configure (depending on your provider):

7. Outgoing mail (SMTP) — for sending replies

   • Provide your SMTP settings so BoldDesk can send replies using your support email address.
   • Typically required:
     • SMTP host (example: smtp.yourdomain.com)
     • Port
     • Encryption (SSL/TLS or STARTTLS)
     • Username and password (or an app password)
     • From address (your support email)

2. Incoming mail (IMAP) — for receiving new tickets and replies

   • Provide your IMAP settings so BoldDesk can read the mailbox and convert incoming emails into tickets (and/or add replies to existing tickets).
   • Typically required:
     • IMAP host (example: imap.yourdomain.com)
     • Port
     • Encryption (SSL/TLS)
     • Username and password

3. Click Add.

4. Complete the verification and finish setup:

   • If you selected Default (BoldDesk), complete verification and configure email forwarding.
   • If you selected Custom, complete SMTP/IMAP configuration and verify the connection.
   
   
   

Disable Ticket creation via Support Email

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. Explore more on How to Turn off the ticket creation from email.

Delete Support Email

The support email can be deleted; however, this action is irreversible. Learn more on How to Delete BoldDesk Support Email.

Frequently Asked Questions (FAQs)

Q1: If I set up a custom support email in BoldDesk (like support@mydomain.com) but do not enable email forwarding, will BoldDesk still create tickets from emails sent to that address?
No. If forwarding is not enabled for a custom support email, BoldDesk will not receive those emails, so tickets will not be created or updated from messages sent to that custom domain address.

Q2: In BoldDesk, can I stop certain support email addresses from creating new tickets when someone emails them?
Yes. Turn on Disable Ticket Creation in that email’s configuration.

Q3: Can my BoldDesk account use more than one support email address (for example, different emails for Sales, Support, or different brands/domains)?
Yes. BoldDesk supports multiple support email addresses, including both:

• Default BoldDesk emails (example: support@subdomain.bolddesk.com)

• Custom domain emails (example: support@mydomain.com)
  You can use multiple addresses across:

• Brands

• Domains

• Categories/Departments
  Availability and limits depend on the BoldDesk plan you are subscribed to.

Q4: When sending emails from my custom domain support email through BoldDesk, do I have to configure DKIM, and what happens if I don’t?
DKIM is not mandatory, but it is strongly recommended, because it helps:

• Improve email deliverability (fewer emails going to spam)
• Prevent spoofing (reduces impersonation risk)
• Authenticate outbound emails (builds trust with receiving mail servers)

So while BoldDesk can work without DKIM, setting it up typically leads to more reliable delivery.

Q5: If I delete a support email address from BoldDesk Admin → Emails, can I restore it later?
You can delete a support email address, but deletion is permanent and cannot be undone. You would need to add and configure it again if you want it back

Related Articles

1. Email Actions: Update Ticket Properties via Email
2. How to Map Support Emails to Specific Categories
3. Where I can find my support email addresses for creating tickets via email?
4. How to Manage and Personalize Email Notifications
5. How to Forward and Verify Emails in BoldDesk.