This article explains how the following fields work in Ticket Automation rules in BoldDesk:

• Agent Availability Status
• Agent Availability Status Category
• Is Assigned Agent Available
  It also explains the required conditions and how to create an Update Trigger rule that uses agent availability.

1. Agent Availability Status

You can use Agent Availability Status in:

• Update Triggers
• Time Triggers

Agent Availability Status represents the agent’s current availability label, such as Online or Away, that can be used in automation conditions.

The following statuses are required in the system:

• Online — The agent is active and ready to perform tasks.
• Offline — The agent is not active and cannot perform tasks.
• Away — The agent is online but is not currently engaged in tasks.

You can create additional statuses such as Busy, Call, or Break from:

• Admin module > Agent Availability Status > Create Status

2. Agent Availability Status Category

You can use Agent Availability Status Category in:

• Update Triggers
• Time Triggers

Agent Availability Status Category is the normalized availability grouping that automation uses to evaluate agent availability.

The available categories are:

• Online — The agent is ready to take new tasks or assist customers.
• Offline — The agent is not logged in or is unavailable for interactions.
• Away — The agent is temporarily away or on a break.

3. Is Assigned Agent Available

You can use Is Assigned Agent Available only in Update Triggers.

Is Assigned Agent Available checks whether the currently assigned agent is considered available.

This evaluation is based on the assigned agent’s Agent Availability Status Category.

Required condition when using Is Assigned Agent Available

If a rule uses Is Assigned Agent Available, the rule must also include this condition:

• Assigned Agent is not empty

This condition is mandatory because the system must first identify the assigned agent before it can evaluate that agent’s availability.

How “Is Assigned Agent Available” is evaluated

When a ticket has an assigned agent, the condition is evaluated as follows:

• If Agent Availability Status Category is Online or Away, then Is Assigned Agent Available = True
• If Agent Availability Status Category is Offline, then Is Assigned Agent Available = False

Use case: Reassign or escalate tickets when an agent is unavailable

You can use Is Assigned Agent Available in automation rules when a ticket remains assigned to an unavailable agent for an extended period.

For example, you can create a rule to:

• notify the assigned agent’s group when the assigned agent is unavailable, or
• reassign the ticket to another agent to avoid service interruption

Configure an Update Trigger rule using agent availability

To configure an update trigger rule using agent availability, do the following:

1. Open the Admin module.

2. Under Ticket Automation, select Update Triggers.

3. Select Add Rule.

4. In the Choose Condition page:

   • enter a Rule name
   • enter a Description

5. In the Condition section, add the required conditions. For example:

   • Assigned Agent is not empty
   • Is Assigned Agent Available is set based on the rule behavior you want

6. Select Next.

7. Configure the required actions, such as:

   • Set Assignee
   • a group notification action, if available in your environment

8. Select Add to save and activate the rule.

   

Frequently Asked Questions

1. Where can I use “Agent Availability Status” and “Agent Availability Status Category” in Ticket Automation?
   You can use both Agent Availability Status and Agent Availability Status Category in:

   • Update Triggers
   • Time Triggers
     However, Is Assigned Agent Available is available only in Update Triggers.

2. What is the difference between “Agent Availability Status” and “Agent Availability Status Category”?

   • Agent Availability Status is the agent’s current availability label, such as Online, Away, Busy, or Break.
   • Agent Availability Status Category is the normalized availability grouping used by automation to evaluate agent availability.

Although a rule can reference Agent Availability Status, the automation logic ultimately uses Agent Availability Status Category to determine whether an agent is considered available.

3. Do I need to add any required condition when using Is Assigned Agent Available?
   Yes. If you use Is Assigned Agent Available in a rule, you must also include:

   • Assigned Agent is not empty
     This condition is mandatory because the system must first identify the assigned agent before it can evaluate that agent’s availability.

4. How does “Is Assigned Agent Available” determine whether an agent is available?
   When a ticket has an assigned agent, the system checks the assigned agent’s Agent Availability Status Category and evaluates the condition as follows:

   • If the category is Online or Away, Is Assigned Agent Available = True
   • If the category is Offline, Is Assigned Agent Available = False
     You can use this condition in Update Trigger rules to notify a group, reassign a ticket, or perform another action when the assigned agent is unavailable.