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How Agents Forward Customer Emails to Create BoldDesk Tickets
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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 behaviour: 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 customised in configurations.
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.
- A ticket is created under the customer’s email (if the setting is enabled).
- The agent remains CC for visibility.
- 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.
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, the forwarding agent will be added as CC in the created ticket.
Q3: Is this feature available in all plans?
Yes, Enable “Original Sender as Requester” for Forwarded Emails is available across all BoldDesk plans.
