How to Automate Activity Creation in BoldDesk Using Triggers
BoldDesk provides powerful automation capabilities that help support teams reduce manual work and maintain complete visibility across ticket workflows. One of the most effective automation actions is Add Activity, which allows you to automatically create tasks linked to tickets when specific conditions are met.
What Is Activity Automation in BoldDesk?
Activities in BoldDesk represent actionable tasks associated with tickets. Automating activity creation ensures:
- Transparency: Every action is logged for easy tracking.
- Accountability: Assigned tasks keep agents responsible.
- Efficiency: Reduces repetitive manual steps and speeds up resolution.
Understanding the Add Activity Action
The Add Activity action is available in Create Trigger and Update Trigger automations. It applies only to Task-type activities and requires specific mandatory fields.
Key Rules for Activity Automation
- Maximum of 5 activities per rule.
- Mandatory fields: Subject, Description, Status, and Priority.
- Subject length: ≤255 characters.
- Assignee must be an agent; Contact can include agents and contacts.
- Due date can be set in days or hours.
Email Notifications: If the activity has an assignee or the ticket has an agent, BoldDesk automatically sends an email notification upon activity creation.
Step-by-Step Guide: Creating an Automation Rule in BoldDesk
Follow these steps to configure an automation rule that creates activities:
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Access Automation Settings
- Navigate to Admin → Ticket Automation → Update Triggers/Create Triggers.
- Navigate to Admin → Ticket Automation → Update Triggers/Create Triggers.
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Create a New Rule
- Click Add Rule at the top of the screen.
- Enter a Rule Name and Description for easy identification.
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Define Conditions
- Specify the conditions under which the rule should execute (for example, ticket status update, priority change, Ticket Type).
- Specify the conditions under which the rule should execute (for example, ticket status update, priority change, Ticket Type).
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Configure Actions
- In the Action section, select Add Activity.
- Activity type defaults to Task.
- Fill in Subject and Description.
- Status defaults to Open; Priority defaults to Normal.
- Optionally, set Assignee, Due Date, and other fields.
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Save the Rule
- Click Add to finalize and activate the rule.
Viewing Automated Activities in BoldDesk
Once the rule executes:
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Open the relevant Ticket.
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Navigate to the Activities tab to view the created activity.
To see full details:
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Go to the Activity Module.
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Select the activity and click History for a complete audit trail.
Best Practices for BoldDesk Activity Automation
- Use clear, descriptive subjects for better tracking.
- Assign tasks to the right agent for accountability.
- Set realistic due dates to avoid SLA breaches.
FAQs
1. Does BoldDesk send notifications for automated activities?
Yes, email notifications are sent if the activity has an assignee or the ticket has an agent.
2. Can I automate activities for ticket types other than tasks?
No, the Add Activity action supports only Task-type activities.
3. How do I view the history of an automated activity?
Navigate to the Activity Module, select the activity, and click History.
4. Can I set dynamic due dates for automated activities?
Yes, you can specify due dates in days or hours when configuring the rule.
5. Are there default status and priority values for automated activities?
Yes, Status = Open and Priority = Normal by default.
