In BoldDesk, efficient notification management ensures that agents remain updated about ticket changes without receiving repeated or unnecessary emails.

By integrating default notification settings, watcher functions, and ticket automation, administrators can accurately determine who receives notifications and when.

This article covers how to:

• Avoid duplicate email notifications to agents
• Utilize Watchers for focused notifications
• Automatically remove agents from notifications when they are no longer involved

Use Cases

Employ watcher-based notification management in BoldDesk to:

• Stop agents from getting multiple emails for the same ticket update
• Notify only agents actively involved, rather than entire teams
• Minimise inbox clutter for agents managing many tickets
• Automatically cease notifications for agents when tickets are resolved or reassigned
• Support complex workflows with frequent ownership changes across teams

Critical scenario:

In large support teams, agents may be @mentioned or respond once to a ticket and then move on. Without watcher controls, they continue receiving updates long after their involvement ends. Watcher-based automation ensures agents are notified only when necessary.

1. Automatic watcher behaviour in BoldDesk

BoldDesk automatically adds an agent as a watcher on a ticket when:

• They are @mentioned in the ticket.
• They reply to the ticket.

This default setting keeps relevant participants informed but may cause notifications to continue after an agent’s active role has ended.

2. Causes of Duplicate Emails

Duplicate notifications usually occur when:

• Default email notifications are enabled.
• Ticket automation rules send additional notifications for the same event.

This can result in agents receiving multiple emails for a single ticket update, especially following customer replies.

3. Suggested Solution

To prevent duplicate emails and ensure precise communication, follow these steps:

1: Disable Default Notifications

• Go to Admin > Email Notification > Agent Tab.
• Identify notification types overlapping with automation rules.
• Disable the necessary notifications.

This ensures notifications are sent only via automation, providing better control.

2: Use Triggers for Targeted Notifications

Replace default notifications with triggers that notify only the relevant agents.

Configuring Watcher-Based Notifications:

• Navigate to Admin > Ticket Automation > Create Ticket Triggers.
• Create or edit a trigger.
• Define conditions based on your workflow (e.g., ticket status, custom fields).
• In Actions, add watchers to the ticket. These watchers will then receive notifications for relevant updates.

4. Managing Notifications for Inactive Tickets

If an agent is no longer active or does not require further updates, remove them as a watcher using automation.

Set up an automation rule with conditions based on ticket status or other criteria and actions to remove specific agents from the watcher list.

FAQs

1. Do watchers receive notifications for all ticket updates?
   Yes, watchers are notified of ticket updates until they are removed.

2. Can watchers be added and removed automatically?
   Yes, ticket automation triggers can add or remove watchers.

3. Does removing a watcher affect ticket ownership?
   No, watchers do not influence ticket assignment, ownership, or SLAs.

4. Can groups be added as watchers?
   No, watchers are assigned only at the agent level.

Related Articles

1. How to Troubleshoot Notification Issues for Ticket Watchers
2. How to Add Watchers to an Activity and Use @mention Support