Why Do Customers Receive Copies of Their Own Reply in BoldDesk?
In BoldDesk, customers can receive email notifications for their own updates. It is an intentional feature designed to enhance transparency, improve communication, and provide a seamless support experience, especially ensuring people in the cc receive email notifications for the requester’s update. This practice ensures that customers (Requester/cc’s) have a complete record of their interactions with the support team, reducing confusion and improving trust.
Why Does This Happen?
When a customer replies to a ticket, BoldDesk sends notifications based on the configured Email Notification Events under:
Admin → Email Notification → Contacts
There is an option called:
“Ticket Replied by Contact”
- When this setting is enabled, the system sends an email notification to the contact who posted the reply, which means the customer receives a copy of their own response as an email.
How to Stop Customers from Receiving Their Own Replies
If you do not want customers to receive notifications for their own updates:
-
Navigate to Settings
- Go to Admin → Email Notification → Contacts.
-
Locate the Option
- Find “Ticket Replied by Contact”.
-
Disable the Setting
- Turn off this option to prevent customers from receiving their own replies.
Disabling Ticket Replied by Contact applies globally to all contacts and changes the behavior for multiple contact types:
- Requesters no longer receive email copies of their own ticket replies.
- CC recipients no longer receive email updates when a contact posts a reply.
No additional per-customer toggle is available for this event in the Email Notification settings.
Frequently Asked Questions (FAQs)
Q1: Can I disable “Ticket Replied by Contact” for only specific customers?
A: No. Ticket Replied by Contact is a global setting for contacts under Admin → Email Notification → Contacts.
Q2: Does disabling “Ticket Replied by Contact” affect agent notifications?
A: No. Ticket Replied by Contact controls contact notifications under Contacts, not agent-facing notifications.
Q3: Can I customize notifications instead of disabling them?
A: Yes, you can use custom triggers and automation to tailor notifications for specific scenarios.
