If your organization uses an email-only support model and does not want customers to rely on the Customer Portal, it is important to ensure that ticket replies—and any associated attachments—are delivered directly through email.

Even if you use both email and the Customer Portal, you may want customers to receive the full conversation, including attachment access, within a single email thread.

To achieve this, configure the Ticket replied by agent notification (and Ticket replied by contact) and use the {{ticket.last_comment}} placeholder in the email template. Additionally, if customers need to access attachments without signing in to the Customer Portal, enable anonymous attachment downloads.

With this configuration, you can:

• Provide a complete email-based support experience.
• Deliver ticket replies along with attachment links through email notifications.
• Allow customers to access attachments without logging in.
• Keep conversations organized within a single email thread.

Prerequisites

Before proceeding, ensure you have:

• Administrator access to Email Notifications.
• Administrator access to Customer Portal Settings.
• Active email communication set up in BoldDesk.

Step 1: Enable Reply Notifications

1. Navigate to Admin > Email Notifications.
2. Open the Contacts tab.
3. Enable Ticket replied by agent.
4. If multiple contacts participate in the conversation, also enable Ticket replied by contact.

These notifications send the actual ticket reply content to customers, ensuring they receive the latest conversation updates.

Step 2: Configure the Email Template

1. Open the Ticket replied by agent notification.
2. Go to the Templates section.
3. Edit the email template.
4. Add the following placeholder to the email body:

{{ticket.last_comment}}

 

This placeholder inserts the latest ticket reply content into the notification email and preserves the standard reply workflow.

5. Save the template.

Step 3: Enable Attachment Access Without Login

If customers need to download attachments directly from email without signing in to the Customer Portal, enable anonymous attachment downloads.

For detailed instructions, explore Allow Anonymous Downloads for Ticket Attachments in the Customer Portal

Troubleshooting

Customers Are Not Receiving Attachment Links

Attachment links are not included in Update Ticket notifications. Verify that:

• Ticket replied by agent is enabled.
• The email template contains the {{ticket.last_comment}} placeholder.

Customers Cannot Access Attachment Links

Ensure that anonymous attachment downloads are enabled for the correct Brand in the Customer Portal settings.

Email Replies Are Not Grouped in a Single Thread

Verify that the email subject remains consistent across all ticket replies and notifications.

Frequently Asked Questions

1. Why aren’t attachments included in Update Ticket emails?
   Update Ticket notifications are generated by automated events and are not associated with the specific reply where attachments were added. Therefore, attachment links are not included.

2. Which notification should I enable to send ticket replies with attachments?
   Enable Ticket replied by agent. If multiple contacts are involved in the conversation, also enable Ticket replied by contact.

3. Which placeholder should I use in the email template?
   Use the following placeholder:

{{ticket.last_comment}}

4. How can customers access attachments without signing in?
   Enable anonymous attachment downloads in the Customer Portal attachment settings.

5. Can I provide support exclusively through email?
   Yes. By enabling reply notifications and anonymous attachment downloads, customers can receive ticket communications and access attachments directly from email without needing to sign in to the Customer Portal.

Related Articles

1. How to Send an Email from BoldDesk to a Customer
2. Allow Anonymous Downloads for Ticket Attachments in the Customer Portal
3. How to set up email-only support and hide the Customer Portal