How to notify CC Users on Requester Updates Using BoldDesk Automation
BoldDesk provides flexible Automation capabilities that allow you to control who receives notifications when a ticket is updated. By configuring Email Notifications and Update Ticket Triggers, you can ensure that only CC users are notified when a requester posts an update to a ticket.
This article explains the exact configuration required using native BoldDesk automation rules and settings.
Use Cases
- Notify internal stakeholders added as CC without notifying the requester
- Prevent duplicate or unnecessary email notifications
- Maintain clear communication for tickets involving multiple contacts
- Customize notification behaviour based on ticket updates
To notify only the CC users when a ticket is updated by the requester, you can achieve this using the Update Ticket Trigger. Kindly follow these steps:
1. Disable the Default Contact Reply Notification
Navigation Path
Admin → Email Notifications → Contact
Steps
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Go to Admin.
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Open Email Notifications.
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Switch to the Contact tab.
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Locate the event Tickets Replied by Contact.
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Turn off this event.
This prevents BoldDesk from automatically notifying all contacts when a requester updates a ticket.
Please note that the ticket requester and CC will be considered as contacts. When any contact posts an update to the ticket, the Ticket Replied By Contact trigger will activate, sending an email notification to all contacts (both the requester and CC).
2. Create an Update Ticket Trigger for CC Notifications
Navigation Path
Admin → Automation → Update Ticket Triggers → Add Rule
Trigger Configuration
Conditions
Configure conditions to detect updates made by the requester.
Example condition:
Updated By → Is → Requester
Actions
Configure actions to notify only CC users.
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Send Email
- Recipient: CC Contacts
- Message: Customize as required
When a CC user posts an update on a ticket, they are treated as requesters and will receive notifications. However, the original requester of the ticket does not get notified.
Frequently Asked Questions
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Are CC users treated differently from requesters in BoldDesk?
No. Both are treated as Contacts, but automation conditions can distinguish who performed the update. -
Can I notify agents instead of CC users?
Yes. Use Send Email actions targeted at Agents or Groups in the trigger. -
Does this automation apply to all ticket channels?
Yes. Update Ticket Triggers apply regardless of how the ticket was created. -
Can this be configured without disabling default notifications?
No. The default Tickets Replied by Contact notification must be disabled to avoid duplicate emails.
