How to Prevent Duplicate Email Notifications in Ticket Replies
Email notifications play a crucial role in ticketing systems by keeping all parties informed about ticket updates. However, replying to tickets via email, especially when adding CC, can lead to duplicate notifications. This article explains how email notifications work in ticketing systems, highlights potential issues with duplicate alerts, and offers best practices to avoid them.
Understanding Email Notification Events
BoldDesk sends notifications based on specific events. Below is a comparison of the two main events involved in ticket replies:
| Event Name | Trigger Source | Recipients Notified |
|---|---|---|
| Ticket Replied by Agent | Agent replies via portal/email | Requester + CC’d contacts |
| Ticket Replied | Agent replies via portal/email | Agents + Watchers |
These events ensure that all relevant parties are informed, but they can overlap and cause duplication under certain conditions.
Key Considerations
Global impact of disabling events
- Disabling an email notification event affects all tickets that trigger that event.
- Use this option cautiously to ensure critical notifications are not missed.
Causes of Duplicate Email Notifications
Below are the common causes of duplicate email notifications in BoldDesk.
1. When Support Email is Added as CC
Duplicate notifications can occur when agents reply to tickets via their email client (for example, Outlook) and include the support email address in the CC field.
| Reply Method | Notification Source | Result |
|---|---|---|
| Email client (for example, Outlook) with CC | Email server | First notification sent |
| Ticketing system logs reply | BoldDesk system | Second notification sent (duplicate) |
How to Avoid Duplicate Email Notifications with CCs in Replies
| Recommendation | Details |
|---|---|
| Reply only to the support email address | When replying to a ticket via email, agents should send the reply only to the support email address and remove any CC’d recipients. This prevents the system from generating a second, duplicate notification. |
| Use the agent portal for ticket updates | Whenever possible, agents should use the agent portal to reply to tickets. This ensures updates are accurately logged, and the system sends notifications appropriately without duplication. |
| Do Not Manually CC Other Participants When Replying | All associated users on a ticket (requester, CCs, agents, and watchers) are automatically notified when a ticket is updated. Manually adding CCs in a reply may cause duplicate notifications: one from BoldDesk and another from the sender’s email client. |
| Let BoldDesk Handle Email Notifications | Once users are added as CCs or watchers, BoldDesk will notify them about updates. Avoid manually adding them in CC again while replying. |
| Add Internal Team Members as Watchers Instead of CCs | Use the Watcher feature to keep internal agents or users informed. Watchers receive BoldDesk notifications but are not part of the external email thread, reducing redundancy. |
2. IMAP Access Enabled for Multiple Folders
When IMAP is enabled for folders like Important and All Mail, and an email exists in both: The system processes the email twice, causing duplicates.
Recommended Solution
- Disable IMAP access for all folders except All Mail.
By following these guidelines, you can effectively manage email notifications and prevent unnecessary duplicates, leading to a more seamless and professional support experience.
Frequently Asked Questions (FAQ)
Q1: Why am I receiving duplicate ticket notifications?
Likely due to replying via email with the support address in CC or IMAP folder duplication.
Q2: Should I manually add CCs when replying to tickets?
No. BoldDesk automatically notifies all associated users.
Q3: What’s the difference between CCs and Watchers?
CCs: Included in external email threads.
Watchers: Receive internal system notifications only.
Q4: Can I disable email notifications for specific events?
Yes, but it affects all tickets tied to that event. Use with caution.
