How to Include Previous Ticket Replies in BoldDesk Email Notifications
By default, BoldDesk email notifications only display the latest message or response from a ticket conversation. If recipients need to view earlier messages, they must click the ticket link in the email to access the full conversation in the portal.
To improve context and reduce clicks, BoldDesk allows you to include previous ticket replies and original ticket descriptions directly in email notifications using placeholders.
Why Include Previous Conversations in Email Notifications?
Including previous replies ensures:
- Better context for agents and customers.
- Reduced back-and-forth for CC contacts.
- Improved collaboration without requiring portal access.
Steps to Configure Email Templates in BoldDesk
Follow these steps to include previous ticket conversations in your BoldDesk email notifications:
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Go to Admin > Email Notification and select the Email Notification event that needs to be configured.
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Go to Templates list, click the More Options button and select the Edit option.
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Select the Insert Placeholders option to include the placeholders in the template description.
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Select Recent public comment that is {{ticket.recent_public_comments}} placeholder to return the recent comments in plain text (or)
Formatted Recent public comments that is {{ticket.recent_public_comments_formatted}} placeholder to return the recent comments in a formatted design in the email.
Including Original Ticket Description for CC Contacts
If you add a CC contact to an existing ticket, they will not see the original ticket description by default. To include it in email notifications:
- Add {{ticket.description_formatted}} to the template.
- Combine it with {{ticket.recent_public_comments_formatted}} for full context.
Without these placeholders, CC contacts will only receive the latest reply and miss the original ticket details.
Please watch this instructional video.
An example of plain text
An example of a formatted design.
The placeholder will give recent 20 public comments in the email notification.
In BoldDesk, email conversation support has already been provided. However, you should use the same email subject for each conversation. If you have different subjects, such as ticket create and update event, they will not be considered as a thread.
By default, auto-threading may not work for all email clients. For some email clients, the “show as conversation” option must be enabled.
FAQs
1. Can CC contacts see the original ticket description by default?
No. CC contacts only see the latest reply unless you add {{ticket.description_formatted}} to the email template.
2. How many previous comments can be included in an email?
Up to 20 recent public comments can be included using the recent public comments placeholders.
3. Does BoldDesk support formatted email templates?
Yes. Use {{ticket.recent_public_comments_formatted}} for a rich, formatted design.
4. Will email threading work across all clients?
Yes. Emails will be threaded for all conversations provided the {{ticket.recent_public_comments_formatted}} is included in the email notification template.
5. Can placeholders be used in all notification events?
Yes. Placeholders can be added to any email notification template in BoldDesk.
