When an agent replies to a BoldDesk ticket notification from an email client such as Outlook, Gmail, or Apple Mail, the reply method used in the email client can cause duplicate emails to be sent to CC’d recipients.

This issue typically occurs when the agent uses Reply All to respond to a BoldDesk ticket notification email.

This article explains why duplicate emails are sent to CC’d recipients, and which reply method agents should use to avoid sending the extra email.

When Duplicate Emails Occur

Duplicate emails to CC’d recipients typically occur in the following scenario:

1. BoldDesk sends a ticket update notification email to an agent.
2. That notification email includes one or more CC’d recipients.
3. The agent replies from the email client using Reply All.

Why Duplicate Emails Are Sent

When the agent uses Reply All, the email client sends the reply to the BoldDesk support email address, which updates the ticket, and the CC’d recipients directly from the agent’s mailbox.

After BoldDesk receives the email reply and updates the ticket, BoldDesk sends its own ticket update notification to the relevant recipients based on the configured notification behavior.

As a result, the CC’d recipients receive one email sent directly from the agent’s email client, and one email sent by BoldDesk as part of the ticket update notification.

Result of Using Reply All

If an agent uses Reply All to respond to a BoldDesk ticket notification, CC’d recipients may receive two separate emails for the same reply:

• a direct reply from the agent’s email client
• a BoldDesk-generated notification triggered after the ticket is updated

This creates duplicate communication for the same ticket response.

How to Prevent Duplicate Emails

To prevent duplicate emails to CC’d recipients, agents should use Reply instead of Reply All when responding to BoldDesk ticket notification emails from an email client.

Use the following approach:

1. Open the BoldDesk ticket notification email in the email client.
2. Click Reply.
3. Do not click Reply All.

When the agent uses Reply, the email is sent only to the BoldDesk support email address. BoldDesk then updates the ticket and sends notifications to recipients, including CC’d recipients, according to the configured notification behavior.

This ensures that CC’d recipients receive only the BoldDesk-generated notification and do not receive an additional direct email from the agent’s mailbox.

Frequently Asked Questions

1. Why do CC’d recipients receive duplicate emails when an agent replies from Outlook or Gmail?
   Duplicate emails typically occur when the agent used Reply All, which sends one email directly from the agent’s mailbox to CC’d recipients and then triggers a second, normal BoldDesk notification after the ticket is updated.

2. Does BoldDesk send the duplicate email by itself?
   No. One email is sent directly by the agent’s email client when Reply All is used. The second email is the standard BoldDesk-generated ticket update notification.

3. Does using Reply in an email client still update the ticket in BoldDesk?
   Yes. Reply sends the response to the BoldDesk support email address, so the ticket updates normally without sending an extra direct email to CC’d recipients.

4. What reply method should agents use to avoid duplicate emails?
   Use Reply (not Reply All) when responding from an email client, or reply directly from the BoldDesk Agent Portal.

5. Which notification event applies to agent replies?
   The Ticket Replied by Agent notification event sends a single notification email for each agent reply.

Related Articles

1. How to Manage and Personalize Email Notifications in BoldDesk
2. How to Prevent Duplicate Email Notifications in Ticket Replies