How BoldDesk Handles Ticket Replies by CC'd Agents
When an agent is CC’d on a ticket, BoldDesk treats the agent as a CC participant for that ticket and sends the agent the same standard contact email notifications for events associated with that ticket.
However, reply behavior changes depending on where the agent replies.
What Happens When a CC’d Agent Replies from the Agent Portal
If a CC’d agent submits a reply using the Agent Portal, BoldDesk treats the message as an agent reply (not a contact/end-user reply). In this scenario:
- No email notification is sent to the agent for their own update.
- The agent is automatically added to the ticket Watchers list.
- For that specific reply, the agent does not appear in the CC field of the outgoing email sent to the ticket requester.
CC Participation Continues After that Reply
The agent remains in the ticket’s CC list and continues to receive subsequent emails within the same ticket thread.
The “not shown in CC” behavior applies to the email generated for that specific agent-portal reply. It does not remove the agent from the ticket’s CC list going forward.
Keeping Replies Continuous in the Same Email Thread (Recommended Behavior)
If the goal is to keep all replies including the agent’s own replies continuous in the same email conversation thread, agents should reply directly from the email thread, not from the Agent Portal.
Why a Ticket Replied from the Customer Portal Does not Change Status
If a reply is submitted through the Customer Portal by a user who is CC’d on the ticket, and also an agent, BoldDesk treats that portal message as an agent reply. Because of that:
The ticket status does not automatically change from “Any” to “Open.”
This is expected behavior: automatic status updates occur only when the ticket is replied to by a contact/end user (requester). Agent replies (even if posted through the Customer Portal) do not trigger the automatic status change.
Frequently Asked Questions
-
Will a CC’d agent receive ticket emails by default?
Yes. A CC’d agent receives the same standard contact email notifications for ticket events. -
Will a CC’d agent receive an email notification for their own Agent Portal reply?
No. BoldDesk does not send email notifications to agents for their own updates. -
Why is the agent not shown in the CC field for the requester email on that reply?
Because the reply is treated as an agent reply when sent via the Agent Portal, and BoldDesk omits the agent from the CC field for that specific outgoing email. -
Is the agent removed from the ticket CC list after replying via the Agent Portal?
No. The agent remains a CC participant and continues receiving future emails in the ticket thread. -
What is the Watchers impact when a CC’d agent replies?
When the agent replies via the Agent Portal, BoldDesk automatically adds the agent to the Watchers list for the ticket. -
Why doesn’t the ticket status change to Open when an agent replies from the Customer Portal?
Because BoldDesk treats that message as an agent reply, and only requester/contact replies trigger the automatic status update. -
How can agents keep all replies in the same email thread?
Agents should reply directly from the ticket email thread instead of replying through the Agent Portal.
