How to Automatically Add an Approval Request Using Update Ticket Trigger
In BoldDesk, you can automatically add an Approval Request to a ticket when it is updated by using the Update Ticket Trigger within Workflow Automation. This automation ensures that tickets requiring authorization—such as refund approvals, budget changes, leave confirmations, or policy exceptions—are routed for approval at the right point in the workflow, without manual intervention.
This article explains:
- What the Update Ticket Trigger is
- How approvals work in BoldDesk
- Step‑by‑step workflow configuration
- Common use cases and edge cases
- Best practices and troubleshooting FAQs
What Is the Update Ticket Trigger in BoldDesk?
The Update Ticket Trigger is a workflow event that fires every time an existing ticket is modified in BoldDesk. This includes changes to ticket fields, status updates, assignments, or custom field values. This trigger is ideal for mid‑workflow automation, such as:
- Adding approval requests
- Changing ticket status
- Sending notifications
- Enforcing governance after a ticket enters a specific stage
Supported Ticket Update Events
The Update Ticket Trigger activates when a ticket is updated through:
- Agent Portal actions
- Status or field changes
- Automation rules
- API‑driven updates
What Is an Approval Request in BoldDesk?
An Approval Request is a structured workflow action that requires one or more approvers to approve or reject a ticket before it can proceed.
Key Characteristics
- Can be assigned to agents or roles
- Supports approval and rejection paths
- Tracks approval status for audit and compliance
Approval requests are commonly used for controlled, high‑impact workflows.
Ticket Approval Metrics
| Field Name | Data Type | Description |
|---|---|---|
| Ticket Approval Request Count | Integer | Total number of approval requests on the ticket |
| Ticket Approval Approved Count | Integer | Number of approvals that were approved |
| Ticket Approval Rejected Count | Integer | Number of approvals that were rejected |
| Ticket Approvals All Completed | Boolean | All approval requests have been completed |
| Ticket Approvals All Approved | Boolean | All approval requests were approved |
| Ticket Approvals All Rejected | Boolean | All approval requests were rejected |
Automatically Add Approval on Ticket Update
Use an Update Ticket Trigger to automatically add an approval request when a ticket meets defined conditions during its lifecycle.
Step 1: Navigate to Ticket Automation
- Log in to BoldDesk
- Go to Admin Settings
- Select Ticket Automation
- Click Update Ticket Triggers
- Click Add Rule
Step 2: Define the Trigger Rule
On the rule configuration page, provide the following details:
- Rule Name
Example: Refund Approval on Status Change - Description (optional)
- Business Hours
Choose whether the rule should apply during business hours or all times. - Conditions
Define when the approval should be added.
Example conditions:- Brand is TJ Travels & Tours
- AND Subject contains Refund, Compensation, Repayment.
- Click Next.
Step 3: Add the Approval Request Action
Select Add Approval Request as the action.
Required Configuration Fields
| Field | Description |
|---|---|
| Approvers | Assign Requester, Ticket Creator, Assigned Agent, Roles, or Specific Agents (up to 25 approvers). |
| To be approved by | Choose Everyone, Anyone, or Majority. |
| Subject | Enter the approval subject (supports placeholders). |
| Additional details (optional) | Add contextual information or placeholders to help approvers decide. |
Optional Follow‑Up Actions
You can chain additional actions after adding the approval request, such as:
- Update ticket status (e.g., Pending Approval)
- Assign ticket to a specific group
- Notify requester or agents
- Add internal or public notes
Common Use Cases
Financial & Commercial Tickets
- Refund approvals
- Discount or pricing exceptions
- Expense authorizations
HR & Administrative Requests
- Leave or time‑off confirmations
- Policy exceptions
- Access permissions
IT & Operations
- Software purchases
- Infrastructure changes
- High‑risk system access requests
Best Practices for Approval Automation
- Use precise conditions to avoid unnecessary approvals
- Assign approvers to roles rather than individuals
- Add clear approval descriptions for faster decisions
- Combine approvals with status changes for visibility
- Always test workflows using sample tickets before enabling in production
Troubleshooting
Approval Request Did Not Get Added
- Verify the ticket met all configured conditions
- Ensure the rule is created under Update Ticket Triggers (not Create Ticket Triggers)
- Confirm the ticket update event actually occurred (status change, field update, etc.)
Approval Appears Stuck or Incomplete
- Check if any approver is inactive
- If using Everyone, confirm all approvers have responded
- Verify approvers have permission to approve tickets
Frequently Asked Questions (FAQs)
1. Can I add approvals when a ticket status changes?
Yes. Status changes are one of the most common triggers for approval automation using Update Ticket Triggers.
2. Can multiple approvers be added automatically?
Yes. You can add up to 25 approvers in a single approval request.
3. Does an approval lock the ticket?
The ticket remains active, but progress can be restricted through status rules and workflows.
4. Can BoldDesk update ticket status after approval or rejection?
Yes. Add follow‑up actions to update status based on approval outcomes.
5. Is it better to use roles or individual agents as approvers?
Best practice is to assign roles to prevent workflow breaks when staff changes.
6. How do I avoid triggering approvals for all updates?
Use specific conditions such as status changes, keywords, or custom fields.
