How to Forward and Verify Emails in BoldDesk
Email forwarding allows incoming emails sent to your existing support mailbox to be automatically forwarded to BoldDesk and converted into tickets. This is useful when you want customers to continue using an existing support email address while managing tickets through BoldDesk.
By the end of this guide, you will be able to:
- Forward emails from your existing support mailbox to BoldDesk.
- Verify the forwarding configuration.
- Verify the support email address in BoldDesk.
- Convert forwarded emails into tickets automatically.
Please watch the video tutorial below for a walkthrough of setting up email forwarding, verifying your support email address, and enabling email forwarding in Gmail and Outlook.
Prerequisite
Before setting up email forwarding:
- Add your support email address in BoldDesk.
- Ensure you have access to the mailbox where emails are received.
- Verify that your email provider supports email forwarding.
BoldDesk can only process emails that are successfully delivered to the Inbox of the configured support mailbox. If your email provider automatically routes an email to the Spam or Junk folder before it reaches the Inbox, BoldDesk cannot access or retrieve that email. As a result, the email will not create a ticket and will not appear in either the Agent Portal or Customer Portal.
Step 1. Add a Support Email
- Navigate to Admin → Support Emails.
- Add your support email address.
- Save the configuration.
After saving, BoldDesk generates a unique forwarding email address. You will use this email address as the forwarding destination in your email provider.
For more detailed instructions, learn more on How to Configure Support Email Addresses in BoldDesk.
Step 2. Configure Email Forwarding in Gmail
Open Gmail Settings
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Open Gmail.
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Click Settings.
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Select See all settings.
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Open the Forwarding and POP/IMAP tab.
Add the BoldDesk Forwarding Address
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Click Add a forwarding address.
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Paste the forwarding address generated by BoldDesk.
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Click Next.
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Confirm the forwarding request.
Step 3. Retrieve the Verification Code
The Gmail verification email is forwarded to BoldDesk and converted into a ticket.
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Open BoldDesk.
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Locate the ticket containing the Gmail verification email.
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Copy the verification code.
Google sends verification emails in plain text (not HTML). This is done on purpose so the code doesn’t turn into a clickable link. Because Google sends it in plain text for security reasons, you can copy and paste the code safely.
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Return to Gmail.
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Paste the verification code.
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Complete the forwarding confirmation.
Step 4. Enable Forwarding
After verification:
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Enable email forwarding.
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Choose whether Gmail should keep a copy of forwarded emails.
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Click Save Changes.
If you do not click Save Changes, the forwarding configuration will not be activated.
Step 5. Verify the Support Email in BoldDesk
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Navigate to Admin → Support Emails.
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Locate the newly added support email.
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Click Verify.
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BoldDesk sends a verification email.
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Because forwarding is already configured, the verification email is forwarded back to BoldDesk automatically.
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Once verification succeeds, the support email status changes to Verified.
Email Forwarding Workflow
| Step | Action |
|---|---|
| 1 | Customer sends an email |
| 2 | Email arrives in your mailbox Inbox |
| 3 | Forwarding rule sends the email to BoldDesk |
| 4 | BoldDesk receives the email |
| 5 | BoldDesk converts the email into a ticket |
| 6 | Agents manage the ticket in BoldDesk |
Other Email Providers
Forwarding settings vary by provider.
| Provider | Reference |
|---|---|
| Yahoo | Yahoo Email Forwarding Guide |
| Zoho Mail | Zoho Email Forwarding Guide |
| Outlook | Enable Email Forwarding in Outlook |
To improve the email’s security and deliverability, consider configuring the DKIM and SPF Record. Explore more on How to Setup DKIM for BoldDesk and How to Use SPF Records to Improve Email Deliverability.
Please refer to the video below to learn more about how email forwarding works in creating a ticket via email.
Troubleshooting
| Issue | Solution |
|---|---|
| Verification email does not appear in BoldDesk | Confirm email forwarding is enabled and saved. |
| Ticket is not created from email | Verify that the email reached the mailbox Inbox before being forwarded. |
| Verification code email cannot be found | Check Pending Tickets and Spam filtering rules. |
| Forwarding works but email remains unverified | Click the Verify button again in Support Emails and retry the process. |
| Emails are delivered to Spam/Junk folder | Update mailbox filtering rules and whitelist the sender. Emails in Spam/Junk folders are not processed by BoldDesk. |
| Forwarding suddenly stops working | Verify that the forwarding rule remains enabled at the email provider. |
| Verification ticket is created but the code is missing | Open the original ticket content. Google’s verification message is delivered as plain text and the verification code may appear within the email body. |
Frequently Asked Questions
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What is email forwarding in BoldDesk?
Email forwarding allows you to automatically forward incoming emails from one account to another. In BoldDesk, this feature helps convert forwarded emails into support tickets for processing. -
Why should I enable email forwarding in BoldDesk?
Enabling email forwarding ensures that all customer emails sent to your primary email account are automatically converted into tickets in BoldDesk, streamlining support operations. -
What is the first step to set up email forwarding in BoldDesk?
You must first add your new support email address in BoldDesk. Learn more on How to Configure Support Email Channel. -
How do I configure email forwarding in Gmail for BoldDesk?
Go to Gmail Settings → Forwarding and POP/IMAP, click Add Forwarding Address, enter the BoldDesk-generated email address, and verify using the confirmation code sent as a ticket in BoldDesk. -
Where do I find the confirmation code for Gmail forwarding?
The confirmation code email will appear as a ticket in BoldDesk. Copy the code and paste it into Gmail’s forwarding settings to complete the setup. -
Why does Google send the verification email in plain text?
Google sends verification emails in plain text for security reasons, ensuring the code is not clickable and can be safely copied and pasted. -
What should I do after enabling forwarding in Gmail?
Click Save Settings in Gmail to finalize forwarding. Then return to BoldDesk, go to Admin → Support Emails, and complete the email verification process. -
Can I keep a copy of forwarded emails in my inbox?
Yes. Gmail allows you to choose whether to keep a copy of forwarded emails in your inbox after enabling forwarding. -
How do I verify my support email in BoldDesk after setting up forwarding?
Click the Verify button next to your newly added email address in BoldDesk. BoldDesk will send a verification email, which will be processed via the forwarding rule. -
Does email forwarding work the same for all providers?
No. Each provider has different settings. Refer to these guides:- Yahoo
- Zoho Mail
- Outlook
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How can I improve email security and deliverability in BoldDesk?
Configure DKIM and SPF records for better security and deliverability. Learn more on:
