How to Recover Suspended Emails in BoldDesk
For each incoming email of your support inbox, a new ticket will be created or a reply will be added to the existing ticket. To enhance security, the spam detector scans each email and determines whether to create a ticket, move the email to Suspended Emails, or reject it completely. Agents can recover suspended emails and convert them into tickets or permanently delete them. Explore Reasons for Email Suspension in BoldDesk.
View Suspended Emails Globally
Follow the steps below to view all suspended emails:
- Click Tickets on the left menu in the agent portal.
- Choose the Suspended Emails filter to view all suspended emails.
Recovering Suspended Emails Globally
To recover suspended emails, follow the steps below;
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From the suspended emails filter, navigate to the email you want to recover.
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Click on more options in the particular email
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Click on Recover.
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Click on Yes, Recover This Email. A new ticket will be created from this suspended email.
- To manage suspended emails, an agent must have permission to Manage ticket suspension.
- Suspended emails older than 30 days are automatically removed from the system.
Suspended Emails in Ticket Details
In addition to the global Suspended Emails filter, BoldDesk now provides a Suspended Emails tab within the ticket details view. This tab displays emails that were suspended for the specific ticket you are viewing, helping agents understand why certain messages did not appear in the ticket’s conversation thread.
Key Details Displayed
- Sender: Email address of the sender.
- Subject: Subject line of the suspended email.
- Suspension Cause: Reason for suspension (e.g., blacklisted domain, blocked account).
- Suspended Date: Date and time the email was suspended.
- This tab only shows suspended emails related to the current ticket.
- It does not display suspended emails from other tickets or globally across the helpdesk.
Recovering Suspended Emails in Ticket Details Page
Suspended emails can be reviewed and restored if valid.
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Click the More Options icon near the email you want to review from the suspended email list and choose View Message.
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A popup window will show details of the email and failure reasons.
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Review the message and determine if the email is valid. If valid, click Recover to create a ticket.
The ticket will then appear in both the agent and customer portals.
Frequently Asked Questions
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What happens to incoming emails in BoldDesk?
BoldDesk processes each inbound support inbox email and then either creates a new ticket, adds a reply to an existing ticket, moves the email to Suspended Emails, or rejects the email completely based on spam/security validation. -
Why are some emails suspended instead of added to tickets?
Emails are suspended when they fail checks enforced by BoldDesk’s spam detector. Examples include blocked sender accounts, blacklisted senders/domains, or spam/policy violations. -
Where can agents view all suspended emails across the helpdesk?
Agents can view suspended emails globally in the agent portal under Tickets → Suspended Emails. -
How do agents recover a suspended email globally?
In Tickets → Suspended Emails, open the email’s More options, select Recover, then confirm Yes, Recover This Email. -
What is the Suspended Emails tab in ticket details used for?
The Suspended Emails tab in ticket details shows suspended emails related to the specific ticket being viewed, which helps explain missing conversation updates. -
Does the ticket details Suspended Emails tab show suspended emails from other tickets?
No. The ticket details Suspended Emails tab is ticket-scoped and does not show the global list. -
Can agents delete suspended emails?
Yes. Agents can select Delete to permanently remove a suspended email. Deleted emails cannot be recovered. -
How long do suspended emails remain available in BoldDesk?
Suspended emails older than 30 days are automatically removed from the system.
