When an agent assigns a ticket or an activity to themselves, BoldDesk minimizes redundant emails to the acting user while continuing to notify collaborators according to configured events and preferences. Notification delivery is controlled at two levels:

• Admin → Email Notifications: enable/disable per‑event emails and select brand‑specific templates for Agents, Contacts (requesters), and Watchers.
• Profile → Notifications (agent): choose channels (Email, Browser, In‑App, Mobile Push) per module (e.g., Tickets, Activity) and prioritize Focused vs Others.

Self‑assign a ticket

UI path: Open a ticket → Assignee → Click Assign to Me.

What happens next

• Acting agent (you): Email for the assignment you just performed is typically suppressed to reduce noise. You’ll still see the change in the UI and can rely on in‑app/browser alerts if enabled.
• Group members (if applicable): If you assign the ticket to a group, the Ticket Assigned to Group event emails group members (when enabled).
• Watchers/Requester: Emails are sent according to enabled events and templates.

Self‑assign an activity

UI path: Open the activity (from the Activity module) → Assignee → Click Assign to Me.

What happens next

• Acting agent (you): The self‑assignment email to you is generally suppressed; use your Focused in‑app/browser alerts for immediate visibility.
• Collaborators: If collaborators are added as watchers or are mentioned elsewhere, they receive emails based on enabled events for their role and brand. Activity is included as a module in personal notification settings; related emails are managed in the Admin Email Notifications area.

Admin Configuration (Email Notifications)

• Per‑event toggle: Enable or disable email notifications for each event (e.g., ticket assigned, ticket updated) per role (Agents, Contacts, Watchers).
• Brand‑specific templates: Map events to brand templates to control content and style by brand.
• Scope awareness: Changes here affect all users covered by the event and role, across the selected brand(s).

Explore further instructions about How to Manage and Personalize Email Notifications.

Agent Preferences (Profile → Notifications)

• Channels: Choose Email, Browser, In‑App, and Mobile Push per module (for example, Tickets, Activity).
• Priority: Mark events as Focused (prominent) or Others (lower priority).
• Visibility: Even when self‑assignment email is suppressed, in‑app/browser alerts respect your Focused vs Others choices.

Explore further instructions about How to Personalize InApp Notifications.

FAQs

1) How do brand templates affect self‑assignment notifications?
Brand templates control the content of emails triggered by assignment events. Self‑assignment email suppression still applies to the acting agent, but all other recipients receive the brand‑specific template configured in Admin → Email Notifications.

2) Will I still see alerts if my self‑assignment email is suppressed?
Yes, only if you configure Profile → Notifications to enable Browser or In‑App alerts and mark them Focused for prominent visibility.

3) If I assign a ticket to a group and then to myself, who gets notified?
When the Ticket Assigned to Group event is enabled, eligible group members receive that event email. When you self‑assign, your email for that action is suppressed, while Watchers and the Requester continue to receive emails as configured.

4) Can automation rules send emails on self‑assignment?
Yes, BoldDesk automation rules (Triggers) can send email notifications when a ticket is self-assigned.

5) Do Focused vs Others categories change who gets emails?
No. Focused/Others affect the priority and display of in‑app and browser alerts for the individual agent.

Related articles

How to Manage and Personalize Email Notifications