In BoldDesk Tickets, customer replies sent via email are automatically added to the ticket as message updates. To preserve full context, BoldDesk provides View Original Email, a built‑in action that opens the exact email as received—retaining its HTML, inline images, signatures, quoted history, and attachments. This capability helps agents validate formatting, confirm intent, and maintain audit‑ready records directly within the Agent Portal.

Check out this video tutorial.

Where This Action Appears

The View Original Email action is available only on ticket messages that were updated via email. Messages posted from the Customer Portal, created by an agent in the Agent Portal, or logged as private notes will not show this option.

Step‑by‑Step: View the Original Email

BoldDesk offers two access points—via Message Actions or an Inline Shortcut—depending on the message type.

1. Message Actions Menu

• Open the ticket in the Agent Portal.

• In the conversation timeline, locate the message updated via email.

• Select More options (three‑dot icon) next to that message.

• Click View Original Email.

• A dialog opens showing the unmodified email exactly as BoldDesk received it.

  
  
  

2. Inline Shortcut (when shown)

In the same message block, select View Original Email to open the dialog immediately.

What the Original Email Viewer Shows

The Original Email dialog displays the message exactly as BoldDesk received it, including:

• Original HTML and plain‑text formatting

• Inline or referenced images

• Email signatures

• Quoted message history (as provided by the sender)

• Available email metadata (e.g., headers or client‑generated info)

• Agents can view original email for a message that is updated via email.

  
  
  

Preserving the original structure helps agents interpret formatting, links, and visual context that may be important for troubleshooting or compliance. BoldDesk supports retaining HTML layout in inbound emails used for notifications and replies.

Use Cases for “View Original Email”

1. Formatting Validation
   Verify how styled content (tables, links, layouts) appeared to the agent before rendering in the ticket thread.
2. Troubleshooting Customer Issues
   Understand visual issues reported by customers (e.g., broken formatting, missing images).
3. Email Audit and Compliance
   Access original headers and content for auditing or internal reviews using BoldDesk ticket history.
4. Context Preservation
   Review complete message chains exactly as sent, especially in long or complex email threads.

Frequently Asked Questions

1. Why do some messages not show the “View Original Email” option?
   Only messages updated via email display this action. Portal submissions, agent replies, and private notes do not qualify.

2. Can agents download attachments from the Original Email Viewer?
   No. Attachments cannot be downloaded from the Original Email Viewer.

3. Does the viewer show the full HTML structure of the email?
   Yes. BoldDesk preserves and displays original HTML formatting, including fonts, indentation, tables, and embedded images.

4. Is it possible to reply from the Original Email Viewer?
   No. The viewer is read‑only. Replies must be sent using the Reply editor in the conversation timeline.

Related Article

Email Actions: Update Ticket Properties via Email