Email notifications in BoldDesk ensure timely communication between agents, contacts, and watchers. Customizing these notifications helps tailor the support experience to your organization’s needs.

You can manage and customize all the email notifications that are sent from your BoldDesk portal.

Enable/Disable Email Notification

1. Go to the Admin page and open the Email Notification option. By default, all the email notifications will be enabled.

2. Select the radio button to enable or disable the Email Notifications for agents, contacts, and watchers.
   

   
   
   

Configuring the Email Notification

1. Click the Email Notification event that needs to be configured.
   

   
   
   

2. The list of all the brands will be mapped with their respective default templates.
   

   
   
   

3. To change the Template, click the drop-down option. The list of available templates will be displayed. You can select the required template from the list.
   

   
   
   

4. Enable or disable the email notification for a particular brand under the Notification category.
   

   
   
   

Adding a New Template

1. Click the Create Template button and enter the required details.
   

   
   
   

2. To dynamically customize the content, click the Insert Placeholders option to get various placeholders.

3. Select the System/Custom Placeholders to load values dynamically while sending emails.
   

   
   
   

4. Click the Add button to add a new template.

Editing Templates

1. In the Templates list, click the More Options button and select the Edit option.
   

   
   
   

2. Select the Save option to update the required details.
   

   
   
   

Cloning Templates

1. In the Templates list, click the More Options button and select the Clone option.
   

   
   
   

2. Select the Add button to clone a template as a new template.
   

   
   
   

Deleting a Template

In the templates list, click the More Options button and select the Delete option.

The following HTML customisation will be supported by the template:

• Inline images like logos for signature or company logo
• Tables
• Links
• Text formatting
• Changing font colours

Deleting Placeholders for Internal Fields from Email Templates for Contacts

BoldDesk email templates often include placeholders which automatically insert internal field values like private comments. These placeholders are useful for internal tracking but may not be necessary for emails sent to contacts or watchers.

To remove or replace these placeholders in email notifications:

1. Go to Admin > Email Notifications.

2. Choose the notification type you want to customise: Agent, Contact, or Watcher.

3. Select the specific email event (e.g., New Ticket Created, Ticket Solved, Ticket Closed).

4. In the template editor, locate and delete placeholders you want to exclude.

5. Optionally, replace them with plain text or more relevant placeholders suited for the recipient.

6. Click Save to apply your changes.
   

   
   
   

Troubleshooting (Email Notifications)

Contacts do not receive emails after replying to a ticket

Confirm Contacts → “Ticket Replied by Contact” is enabled in Admin → Email Notifications.

Customer received an email but the message appears empty

This usually occurs when the selected email template does not include the correct ticket placeholders.
For customer-facing ticket reply/update emails, ensure the template includes placeholders that render the reply content (for example, the latest comment or formatted comment placeholders), and optionally include previous context using:

• {{ticket.description_formatted}}
• {{ticket.recent_public_comments_formatted}}

Watchers are not notified when the requester replies

Confirm Watcher → “Ticket Replied” is enabled in Admin → Email Notifications.

A watcher does not receive notifications for updates they made themselves

This is expected behaviour: watchers do not receive email notifications for their own updates.

Requester confirmation emails are still being sent on ticket creation

• Disable Admin → Email Notifications → Requester Notifications → “Ticket Created”.
• Confirm the intent: this setting is global and disables requester confirmation emails for all ticket creation events.

Ticket closed emails are still being sent to contacts

Disable Contacts → “Ticket Closed” under Admin → Email Notifications.

Frequently Asked Questions

1. Can Email Notifications be disabled for only agents or only contacts?
   Yes. Email Notifications can be enabled/disabled separately for Agents, Contacts, and Watchers in Admin → Email Notifications.

2. Can I prevent emails from being sent when a ticket is closed?
   Yes. Disable the “Ticket Closed” notification for Contacts in Admin → Email Notifications.

3. Can I stop requester confirmation emails for newly created tickets?
   Yes. Disable Requester Notifications → “Ticket Created” in Admin → Email Notifications. This change is global.

4. Can each brand use a different email template for the same notification event?
   Yes. Each Brand can be mapped to its own template for the same event.

5. Can I disable a notification for one brand but keep it enabled for another?
   Yes. Use the Notification control for each brand under the event configuration.

6. Can I use HTML in BoldDesk email templates?
   Yes. Supported HTML customisation includes inline images, tables, links, text formatting, and font colours.

7. Can I remove placeholders (for example, private/internal fields) from emails sent to contacts?
   Yes. Edit the template for the relevant Contact or Watcher event and remove or replace placeholders, then Save.

8. Can I delete default templates?
   No. Default templates cannot be deleted.

9. How do I change automated responses?
   To modify the automated response email notification, go to Admin > Email Notifications. Within this section, you can update the email event notifications for Agents, Contacts, and Watchers.

Related Articles

1. Configuring Email Notifications for Unassigned Tickets in BoldDesk
2. Troubleshooting: Not Receiving Email Notifications from BoldDesk