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Forwarding Emails to Create Tickets in BoldDesk
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Support agents can forward customer emails to the registered support address to create tickets. When an email is forwarded:
- The agent appears as the sender, so the ticket is initially created under the agent’s name as the requester.
- Admins can configure whether the ticket requester should be:
- The original sender (customer), or
- The forwarding agent.
- The forwarding agent is automatically added as CC for tracking purposes. This option is enabled by default but can be customized.
How to Enable “Original Sender as Requester” for Forwarded Emails
Admin access is required to enable this setting.
- Navigate Admin → Support Emails → Configurations.
- Enable: “Use the original sender as requester for forwarded emails.”
Example Use Cases
- A customer sends an email to an agent’s personal inbox.
- The agent forwards the email to the BoldDesk support address.
- Ticket is created under the customer’s email (if setting is enabled).
- The agent remains CC for visibility.
- Currently, the original sender as the requester for forwarded emails works only for English language.
- The individual who forwarded the email should be designated as an agent.
- In cases of multiple conversations, BoldDesk directs the message to the agent who forwarded it, usually the person associated with the second most recent conversation.
- The original sender should not be a support email address. If the original sender is a support email, the agent who forwarded the email will be assigned as the requester.
- The email ticketing feature is available across all plans. You may forward customer emails to BoldDesk, ensuring tickets are created under the client’s email address in every plan.
Frequently Asked Questions (FAQs)
Q1: Can this feature work for non-English emails?
No, currently it supports English only.
Q2: Does the forwarding agent always stay CC?
Yes, for tracking purposes.
Q3: Is this feature available in all plans?
Yes, across all BoldDesk plans.
