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FAQ - Email Based Ticketing

Find answers for the most Frequently Asked Questions

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FAQs

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Is there a limit on BoldDesk’s outbound emails?

Yes, the trial tenants are limited to send 30 emails per day for security reasons, while the active paid tenants are not restricted.

Where I can find my support email addresses for creating tickets via email?

To find your support email addresses, follow the steps below. Navigate to Admin > Support Emails. By navigating through the support emails, you will find the available support email addresses. You can also add your own email addresses as needed.

Can we disable email notifications?

Yes, you can disable the email notifications in the BoldDesk. Go to Admin > Email Notification and uncheck the checkbox to disable the email event.

Is there a limit to the number of email tickets that can be created?

For security purposes, we should limit the inbound emails coming to email automation. So that, we can avoid any email looping and automation spam emails in the following procedure. For each user, we will allow the following number of emails

Is it possible to send an Escalation email to multiple agents?

Yes, you can set multiple agents in the escalation emails using the SLA automation triggers, and you can also send Agent group emails. You can send multiple levels of escalation based on hierarchy, such as lead and managers.

Can we block specific emails/domains from creating/updating tickets via email?

Yes, the BoldDesk supports the email blocklists and whitelists. Navigate to Admin > Support Emails > Configuration > Blacklist Email text box and enter the required emails/domains to be blocked.

Is it possible to prevent tickets from being created if the support email address is in the CC field of an email?

We can’t prevent ticket creation in this case, so be careful. If you’re having an internal conversation with BoldDesk emails, make sure to remove the support email address from the CC/TO field. otherwise, it will be marked as a public

What happens if an unauthorized/third party responds to the ticket via email?

BoldDesk validates whether the replied user is related to the ticket or not; if not, it will be updated as a private note; the agent will validate and mark it as public if he wishes.

Is it possible to add an email response as a private note instead of a public comment?

No, all email actions (New ticket/Response) are public.