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How BoldDesk Handles Ticket Replies by CC'd Agents
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When agent is CC’d on a ticket, they will receive all standard contacts’ email notifications for events associated with that ticket. However, if the agent submits a reply through the agent portal, this response is considered an agent reply. In such scenarios:
- The agent will not receive email notifications for their own updates, and they will automatically be added to the watchers’ list.
- The agent will not appear in the CC field of the email sent to the ticket requester for that specific reply.
The agent will remain a participant in the ticket’s CC list and will continue to receive all subsequent emails within the ticket thread.
To ensure all replies, including agent own replies, remain continuous in the email thread. Agents should respond directly through the email thread instead of using the agent portal.
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