Customizing Ticket Reply to Stop Sending Emails to the Entire Group

When a ticket is assigned to a group without a designated agent, any reply added to that ticket can trigger email notifications to the entire group. To refine this behavior, BoldDesk allows administrators to disable default reply notifications and configure Update Ticket Triggers to route messages only to the intended recipient—such as a specific agent or a selected group.

This guide explains how to customize ticket reply notifications in BoldDesk to ensure clean, targeted communication and prevent unnecessary email distribution.

Understanding BoldDesk Ticket Reply Notification Behavior

By default, BoldDesk sends the Ticket Replied email notification to:

• The assigned agent, and
• The assigned group (if no agent is individually assigned)

While this ensures visibility, it can result in excessive notifications. To avoid this, BoldDesk administrators can:

• Turn off the Ticket Replied event, or
• Use Update Ticket Triggers to override default delivery logic

Turning Off the Default Ticket Replied Notification

Disabling the default email event prevents BoldDesk from notifying the entire group when a reply is posted.

Steps to Disable the Ticket Replied Event

• Navigate to Admin → Email Notifications → Agent.

• Locate the Ticket Replied notification event.

• Toggle the setting Off.

  
  
  

Once this event is disabled, BoldDesk will no longer send system‑generated reply notifications to the group.

Sending Ticket Reply Notifications to a Specific Agent

To ensure replies reach only one selected agent, create a custom Update Ticket Trigger.

Steps to Configure the Trigger

• Go to Admin → Ticket Automation → Update Ticket Trigger.

• Create a new trigger with conditions based on your workflow (for example, “Reply Added”).

• In the Actions, configure:

  • Send Email Notification → Agent
  • Optionally set a specific agent using Assign Agent
    
  
  
  

This ensures reply notifications are sent only to the designated agent instead of the entire group.

Sending Ticket Reply Notifications to a Specific Group

You may also create a trigger to send a custom notification to a specific group.

Steps to Configure Group Notifications

• Go to Admin → Ticket Automation → Update Ticket Trigger.

• Create a trigger based on conditions such as:

  • Reply Added
  • Ticket Updated

• Set the action:

  • Send Email Notification → Group
    
  
  
  

This method gives administrators precise control over which groups receive ticket updates.

Assigning the Responding Agent Using an Update Ticket Trigger

If you want the replying agent to become the Assigned Agent of the ticket, and simultaneously prevent the group from receiving emails, you can configure an Update Ticket Trigger that:

• Detects when an agent posts a reply
• Sets that agent as the Assigned Agent
• Sends notifications only to the event performer

To do this, create an update ticket trigger with the conditions and actions that are shown in the following summary screenshot.

Why Use This Method?

• It eliminates the need to disable the Ticket Replied email event.
• Only the responding agent receives relevant notifications.
• Group-wide notifications are prevented automatically.

FAQs

1. Can BoldDesk send different reply notifications based on ticket type?
Yes. You can create multiple Update Ticket Triggers with conditions such as category, priority, or channel to tailor notifications for each ticket type.

2. Will disabling the Ticket Replied event affect customer email notifications?
No. The Ticket Replied event under the Agent section only affects internal agent/group communications.

3. Can I notify only the agent who performed the reply action?
Yes. Configure an Update Ticket Trigger that sets the performer as the assigned agent and sends the notification only to that agent.

4. Can triggers override default notification settings?
Yes. Update Ticket Triggers take precedence over default notifications, allowing full customization of communication flows.

5. Is it possible to conditionally notify groups based on ticket status?
Absolutely. Triggers allow conditions like Status = Open, Status = Solved, enabling targeted notifications.

6. Will triggers run if the ticket is updated by automation?
Yes—unless the trigger is explicitly restricted using conditions like Event Performer = Agent.