Why I Did Not Receive My BoldDesk Email Notifications
If you do not receive email notifications from BoldDesk, check the following things to determine the causes:
- Ensure that you have enabled email notifications for the tested event. To ensure this, navigate to Admin > Email Notifications.
- To replicate an email-like experience in BoldDesk, emails are not sent to agents for their own updates. Customers, on the other hand, will receive emails in response to their own updates.
- Make sure you have at least one valid support email address in your BoldDesk Portal that is Verified.
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If you have added your own custom email address, make sure it is verified. If it is not verified, it cannot be used to send email.
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To avoid spam emails, email providers validate all incoming emails’ identities to determine whether they are spam or not. Configure DKIM Keys for your Custom Emails to avoid spam filters and improve email deliverability. Learn more about How to Setup DKIM for BoldDesk.
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If your emails are still not delivered after configuring DKIM keys, try using outside emails like Gmail or Outlook to ensure that they are not delivered to your organizational emails alone, such as user@yourcompany.com. If you are receiving the emails in your outside organization emails, this means that your organization’s email firewalls are restricting the BoldDesk emails. Please contact your network administrator and request to allow the BoldDesk emails.
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If emails are received for all email addresses but not for a specific email address, it must be blocked. BoldDesk keeps a blacklisted email list based on previous email bounce or complaint logs to maintain a high email reputation. You can contact the BoldDesk team to unblock these emails.
If you are still having issues and cannot figure out the reasons for not receiving email notifications, please contact us via our Support portal or via email at support@bolddesk.com.
FAQs
Q1. What is DKIM and why is it important?
DKIM (DomainKeys Identified Mail) helps prevent emails from being flagged as spam. Configure DKIM for your custom email domain to improve deliverability.
Q2. How can I check the email delivery status in BoldDesk?
Use the Ticket Details page to view delivery status for specific updates and check Audit Logs for bounce or failure records.
Q3. Why do some ticket replies not trigger email notifications?
If an agent selects “Don’t send an email” when replying, the update is recorded in the ticket but no email is sent.
Q4. Can personal notification settings affect email delivery?
Yes. Agents can disable certain notifications in their Profile > Notification Settings, which overrides global settings.
Q5. Are there cases where BoldDesk intentionally does not send emails?
Yes, such as:
- Disabled notification events.
- Agent updates on their own tickets.
- Blocked or blacklisted addresses.
