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How to Prevent Sending Emails to Customer
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We have two options to prevent sending emails to customers in BoldDesk.
Disabling the contacts email notification
If you prefer not to notify the customers via email, you can disable all email notifications for them. However, customers will still be able to view ticket replies and details by logging into the customer portal.
To disable email notifications, navigate to Admin > Email Notifications > Contact tab.
Note: If the agent is used as the requester, they will be treated as a contact. To send an email to them, please use the appropriate triggers.
Disabling the customer portal
If you do not want to send emails to the customer, you can choose to deactivate the customer portal. This will make all tickets private, preventing emails from being sent to the customer or requester.
To deactivate the customer portal,
- Go to Admin > Brands > click on the More option at the respective brand name.
- Select Deactivate Customer Portal as shown in the following screenshot.
Consequences to consider before deactivating a customer portal
- The customer portal for the specific brand will be inactive.
- Deactivation of the customer portal may take up to 15 minutes.
- Only private tickets can be created through the agent portal.
- Emails sent to the brand’s support address generate only private tickets.
- Agents can still access the existing public or private tickets through the agent portal.
- Customers will not be able to access or update any existing or new tickets. They will not receive email notifications about ticket updates, but agents will still receive email updates.
