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Why “Reply All” Triggers Duplicate Emails for CC’d Agents
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If a user replies to a BoldDesk email notification using “Reply All” option, the message will be sent both to the BoldDesk support address (updating the ticket) and directly to the CC’d recipients via their email.
This action causes duplicate emails to the CC’d recipients, one from the client email and another as an event notification from BoldDesk.
To avoid such duplication, use the “Reply” option instead of “Reply All” for email-related tickets.
This approach only sends the reply to to BoldDesk address, allowing the system to manage notifications effectively and prevents duplicate emails.
