Why Are My Emails Not Converting into Tickets in BoldDesk?
When emails sent to your support address are not being converted into tickets in BoldDesk, it’s usually due to configuration issues or system rules. This guide outlines the most common causes and how to resolve them.
1. Verify the Support Email Configuration
Ensure that the recipient (To) address of the email you sent matches a configured BoldDesk support email address, and that Ticket Creation is enabled for that address. If you do not have access to view these settings, please contact your portal administrator for confirmation.
2. Check Email Forwarding for Custom Domains
If you are using custom email address (not provided by BoldDesk), ensure that Email forwarding to BoldDesk is enabled to convert emails to tickets. Please check How to Forward and Verify Emails in BoldDesk.
3. Review Suspended Emails
Check whether your emails are in the Suspended tickets list. For security reasons, BoldDesk validates all incoming emails and may suspend those that appear to be spam or suspicious. Please check What are Reasons for Suspension of Email. You can manually restore suspended emails to create tickets using the restore option. Learn more on How to Handle Suspended Email.
4. Confirm External Forwarding Permissions
Sometimes, external email forwarding may be disabled at the organization level. Please contact your administrator to ensure that it is enabled in your email admin settings before attempting to configure email forwarding.
5. Check the Blocklist and Allowlist
Check whether the sender’s email address or domain is blocklisted. If true, remove them from the blocklist. For more details, please refer to Inbound Email Allowlist and Blocklist.
- Reject and blocklist rules are based on the sender’s email address (From), not the recipient’s (To).
- When a deactivated or inactive agent submits a ticket through email, all related emails will be transferred to suspended emails. A ticket will be created only if these emails are manually recovered.
Still Not Working? Contact Support
If you are still experiencing difficulties and cannot determine why your emails are not being converted into tickets, please reach out to us through our Support Portal or via email at support@bolddesk.com. Include the following details to help with troubleshooting:
- From email address
- To email address
- Email Subject
- Email received time
Frequently Asked Questions (FAQs)
Q. What is a suspended email in BoldDesk?
A suspended email is one that failed validation due to spam filters, blocklists, or sender issues. It won’t create a ticket unless manually restored.
Q. Can I use my own domain for support emails?
Yes, but you must set up email forwarding to BoldDesk and verify the address.
Q. Why are emails from some users not creating tickets?
Check if their email address or domain is blocklisted, or if the sender is an inactive agent or a blocked contact.
