How Agents Forward Customer Emails to Create BoldDesk Tickets
BoldDesk allows agents to forward customer emails to the registered support email address to automatically create tickets. This feature ensures that forwarded emails can be processed efficiently and linked to the correct requester.
How BoldDesk Processes Forwarded Emails
- Default sender behavior: When an agent forwards a customer email, the agent appears as the sender. The ticket is initially created under the forwarding agent unless configured otherwise.
- Requester selection: Admins can choose whether the ticket requester is the original customer or the forwarding agent.
- Agent CC by default: The forwarding agent is added as CC for tracking. This default can be customized in configurations.
How to Enable “Original Sender as Requester” for Forwarded Emails
Admin access is required to enable this setting.
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Navigate Admin → Support Emails → Configurations.
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Enable: “Use the original sender as requester for forwarded emails.”
Removing CC Recipients When Forwarding Emails
When an email is forwarded to the BoldDesk support address to create a ticket, there is no automatic option to remove or ignore CC recipients.
- Any email addresses included in the CC fields of the forwarded email may be added to the ticket as CC and receive email notifications accordingly.
- To prevent this, agents must manually remove all CC recipients before forwarding the email.
- If the ticket has already been created, an agent can manually remove CC recipients from the ticket’s CC field in the Agent Portal before sending any replies.
- The forwarding agent is always added as a CC by default for tracking purposes, and this behaviour cannot be disabled.
Example Use Cases
- A customer sends an email to an agent’s personal inbox.
- The agent forwards the email to the BoldDesk support address.
- A ticket is created under the customer’s email (if the setting is enabled).
- The agent remains CC for visibility.
Automatically Remove CC Using a Ticket Trigger (Admin Workaround)
When an email is forwarded to the BoldDesk support address, the setting “Use original sender as requester while forwarding email” automatically includes the forwarding (agent) mailbox as a CC, along with any email addresses present in the CC fields of the forwarded email. This is the intended system behaviour.
To prevent the forwarding mailbox and any email addresses in the CC fields of the forwarded email from being added as CC, please follow the steps outlined below.
Create a Ticket Trigger
- Go to Admin → Triggers.
- Click Create Ticket Trigger.
Configure the Conditions
- Set Creator to Event Performer.
- Set Email Received At and select the support email address used for forwarding.
Configure the Action
- Add the action Remove CC.
- Choose Clear All.
Save the Trigger
- Save the trigger.
Result:
All CC recipients will be automatically removed for tickets created from forwarded emails that meet the conditions, preventing further notifications from being sent to the forwarding mailbox and any other previous CC recipients that were added as a result of forwarded emails.
- Currently, the original sender as the requester for forwarded emails works only for English language. However, this limitation does not apply to emails forwarded using auto-forwarding rules or via IMAP, as these methods retain the original metadata, ensuring accurate requester detection.
- 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.
- Outlook does not support folder-level IMAP control like Gmail does.
- BoldDesk identifies the original sender details using the plain-text body of the email. If the email body is empty, the ticket will be created with some blank fields, such as Description, Tags, and any custom fields that rely on email content. Only the sender’s email address will be captured if no name is provided.
How to Prevent forwarded Microsoft Teams activity emails from creating BoldDesk tickets
Forwarded Microsoft Teams activity emails (for example, notifications sent from a no‑reply Teams sender) can be received by BoldDesk as inbound support emails. If the BoldDesk support address is connected for email-to-ticket processing, BoldDesk may convert these forwarded notifications into tickets.
Use one of the controls below to prevent ticket creation:
Option 1. Block the requester contact (sender-based control)
Use Block Contact when you want to stop a specific sender (or sender domain) from creating tickets via inbound email.
Navigation path
Contacts > open the contact > Block Contact
Behavior
When a contact (or the contact’s domain) is blocked:
- Future inbound emails from the blocked sender/domain can be routed to Suspended Emails.
- Emails in Suspended Emails do not create tickets automatically.
- Suspended emails require manual review.
When to use
- The Teams notifications come from a consistent sender address.
- You want to review messages before deciding whether to create tickets.
Option 2. Blocklist the sender or domain (system-wide email control)
Use Blocklist when you want an administrative rule that applies at the email configuration level.
Navigation path
Admin > Emails > Configurations > Blocklist
Block actions
Choose one of the following actions for the sender address or sender domain:
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Suspend (soft block)
Routes matching emails to Suspended Emails (no ticket created automatically). -
Reject (hard block)
Denies the emails entirely (no ticket is created).
When to use
- You need a centralized admin rule.
- You want to block an entire sender domain.
- You want to fully deny the email traffic (Reject) rather than review it (Suspend).
Operational cleanup after a soft-block (Suspend)
If you use Suspend (soft block) (via Contact blocking or Blocklist):
Navigation path
Tickets → Suspended Emails
Review and remove or otherwise clean up suspended messages as needed to avoid backlog.
Troubleshooting (Forwarded Email Ticket Creation)
Ticket requester is the agent, not the customer
- Confirm Admin → Support Emails → Configurations → Use the original sender as requester for forwarded emails is enabled.
- If the forwarded email is non-English, BoldDesk may not detect the original sender (English-only limitation).
- If the original sender is a support email address, BoldDesk assigns the forwarding agent as requester.
Unexpected CC recipients are receiving notifications
- Remove CC recipients before forwarding, or remove CC recipients on the ticket before replying.
- If the forwarding mailbox must never remain CC, use the Trigger: Remove CC → Clear All workaround.
Ticket fields are blank after forwarding
If the forwarded email has an empty plain-text body, BoldDesk may not populate Description/Tags/custom fields derived from email content.
Frequently Asked Questions
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Can this feature work for non-English emails?
No, currently it supports English only. -
Does the forwarding agent always stay CC?
Yes, for tracking purposes, the forwarding agent will be added as CC in the created ticket. -
Is this feature available in all plans?
Yes, Enable “Original Sender as Requester” for Forwarded Emails is available across all BoldDesk plans.
