When a ticket is split, some teams expect the original split content to appear in the customer’s email thread together with the first agent reply, while also preventing duplicate notifications.

In BoldDesk, if Do not send email is selected during the split action, the split ticket content remains within BoldDesk and is not automatically included in the email conversation. To address this scenario, you can use a tag or custom field together with a Ticket Automation trigger to send a customized email that combines:

• The split ticket’s original content ({{ticket.description}})
• The agent’s first reply ({{ticket.last_comment}})
  This approach allows customers to receive a single email containing both the split context and the agent’s response.

Use Cases

• Avoid duplicate notifications by suppressing emails during the split and first reply, then sending a single combined email through automation.
• Preserve split-ticket context by including the original split description and the agent’s first response in one email.

Prerequisites

Before proceeding, ensure you have:

• Access to Admin → Automation → Ticket Automation.
• Permission to manage ticket fields if using a custom field.
• A method for identifying split tickets, such as:
  • A dedicated tag (recommended), or
  • A dedicated custom field.

How Split Tickets Work

When a ticket is split and Do not send email is enabled, BoldDesk:

• Creates the split ticket.
• Stores the split content within BoldDesk.
• Does not send an email notification to the requester.
• Prevents duplicate notifications related to the split action.

Current System Behavior During Split

If you split a ticket and select Do not send email, BoldDesk:

• Creates the split ticket in BoldDesk
• Keeps the split content internal (not emailed)
• Prevents immediate customer notification (helps avoid duplicates)

Why Use a Ticket Automation Trigger?

• Adding {{ticket.description}} and reply tokens directly in the standard reply template impacts all tickets and replies globally, which can affect other workflows.
• Instead, a Ticket Automation trigger allows you to:
  • Target split tickets only.
  • Send a one-time email on the first agent reply.
  • Include both the original split content and the first response without modifying global notification templates.

Configure the Automation

1. Identify Split Tickets Using a Tag or Custom Field

1. Choose one method:
   • Tag method: Define a tag name (example: split-ticket)
   • Custom field method: Create a dedicated custom field (example: Is Split Ticket = Yes)
2. Ensure all split tickets consistently receive the tag or custom field value as part of your internal workflow. Learn How to Manage Tags in BoldDesk
   How to Add a New Custom Field to a Ticket Form in BoldDesk.

2. Keep Email Suppressed During Split

1. When splitting the ticket, enable Do not send email.
   
   
   
   
   
2. Confirm the split ticket is created without notifying the requester at that time.

3. Create an Update Ticket Trigger

1. Navigate to:
   Admin → Automation → Ticket Automation → Update Ticket Trigger
2. Create a new trigger (example name: Split Ticket – Send first reply with split content).
3. Configure Conditions:
   • Event Type: Reply Added
   • Event Performer Type: Agent
   • Agent Reply Count: Less than 2
   • Tag: your split ticket tag
   • (or use your dedicated split-ticket custom field instead)
     
     
     
     
     
4. Configure the Email action to send a tailored message that includes:
   • {{ticket.description}} (original split content)
   • {{ticket.last_comment}} (latest agent reply; used here for first reply).

Optionally, add an action to remove the split-ticket tag after the email is sent.

4. Prevent Duplicate Emails

When the agent sends the first reply:

1. Enable Do not send notification.
2. Allow the automation trigger to send the customer-facing email instead.

This ensures only one email is sent for the first response.

Alternative Approach: Include the Original Description in All Reply Notifications

If you want the original ticket description to appear in reply notifications automatically, you can configure the notification templates accordingly.

Note: This method affects all subsequent replies for the ticket and is not limited to the first response.
To configure this behavior:

1. During the split action, leave Do not send email disabled.
2. Ensure the New Ticket Created notification is enabled.
3. Update the Ticket Replied by Agent email template to include:
   {{ticket.description}}
4. Optionally, agents can manually include the original description in their replies.

This approach ensures the original ticket context appears in email communications but may not be suitable if you want granular control over split-ticket notifications.

Troubleshooting Common Errors

The Customer Receives Two Emails for the First Reply

Possible Cause: Both the agent reply notification and the automation trigger are sending emails.
Resolution:

1. Enable Do not send notification when posting the first reply.
2. Verify that only one trigger matches the configured conditions.

The Trigger Sends Emails for Non-Split Tickets

Possible Cause: The trigger conditions are too broad.
Resolution:

1. Use a dedicated split-ticket tag or custom field.
2. Verify the tag or custom field condition is included in the trigger.

The Email Does Not Include the Agent’s First Reply

Possible Cause: The email template or trigger configuration is incorrect.
Resolution:

1. Verify Event Type → Reply Added is selected.
2. Confirm the email template contains: {{ticket.last_comment}}.

Frequently Asked Questions

1. Does the split ticket original description appear in the email thread automatically?
   No. If Do not send email is selected during the split process, the split content remains within BoldDesk and is not automatically added to the email thread.

2. Why not add {{ticket.description}} to the default reply template?
   Default reply templates apply globally and may change email behavior for every ticket reply, not only split tickets.

3. How do I ensure the automation runs only for the first agent reply?
   Configure the trigger with:

   • Event Type: Reply Added
   • Event Performer Type: Agent
   • Agent Reply Count: Less than 2
     This limits execution to the first agent reply.

4. How do I prevent duplicate notifications?
   When posting the first reply, select Do not send notification and allow the automation trigger to send the email instead.

Related Articles

1. How to Prevent Duplicate Email Notifications in Ticket Replies
2. How to Troubleshoot Email Notification Delivery in BoldDesk
3. How to Manage and Personalize Email Notifications
4. Why “Reply All” Triggers Duplicate Emails for CC’d Agents