How to Manage and Personalize Email Notifications

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 agent, contact, and watchers.
   
   

Configuring the email notification

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

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 customization will be supported by the template:

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

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 customize: 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.
   
   

Frequently Asked Questions (FAQs)

1. Can I disable email notifications for specific user types (e.g., agents or contacts)?
   Yes. You can enable or disable notifications separately for agents, contacts, and watchers from the Admin > Email Notifications section.

2. What happens if I delete a custom email template?
   Deleting a custom template removes it permanently. However, default templates cannot be deleted and will remain available for fallback use.

3. Can I use HTML formatting in email templates?
   Yes. BoldDesk supports HTML customization, including:

   • Inline images (e.g., logos)
   • Tables
   • Links
   • Text formatting
   • Font color changes

4. How do placeholders work in email templates?
   Placeholders like {{ticket.id}} or {{ticket.recent_private_comments}} dynamically insert ticket-specific data into emails. You can insert system or custom placeholders using the Insert Placeholders option while editing a template.

5. Are placeholders visible to contacts or watchers?
   Some placeholders (e.g., internal fields like private comments) may not be appropriate for external recipients. You can remove or replace these in the template editor to ensure only relevant information is shown.

6. Can I clone an existing template to reuse its structure?
   Yes. Use the Clone option in the template list to duplicate an existing template and modify it as needed.

7. Is it possible to assign different templates to different brands?
   Yes. Each brand can be mapped to its own set of templates. You can select and assign templates per brand under the Notification category.

8. What should I do if a placeholder doesn’t render correctly in the email?
   Ensure the placeholder is correctly formatted and supported by the system. If issues persist, try replacing it or contact BoldDesk support for assistance.