Why My Emails are Not Converting into Tickets
Several settings control the conversion of emails to BoldDesk tickets, if your emails are not being converted into tickets, check the following configuration settings:
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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. -
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 refer to this article for more information on how to configure Email Forwarding.
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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 refer to this article for reasons why emails may be suspended.
You can manually restore suspended emails to create tickets using the restore option. Please refer to this article for more information. -
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.
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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 documentation.
Reject and blocklist rules are based on the sender’s email address (From), not the recipient’s (To).
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. Kindly provide the details below to assist us in investigating this matter.
- From email address
- To email address
- Email Subject
- Email received time
