BoldDesk currently does not provide a native setting to make Agent or Group fields mandatory at the time of closing or resolving a ticket. However, you can enforce ownership by configuring Update Ticket Triggers that automatically assign an agent and group when a ticket is moved to a closed or solved status.

This approach ensures every resolved ticket has a responsible owner, without interrupting the agent workflow.

Understanding Assignment Behavior in BoldDesk

BoldDesk does not support:

• Mandatory field validation for Agent or Group
• Blocking ticket closure due to empty assignment fields

These limitations apply across all ticket channels.

Enforcing Ownership Using Update Ticket Triggers

This feature allows admins to define condition-based actions that update tickets automatically when specific events occur.

Navigation Path

Admin → Automation → Update Ticket Triggers → Add Rule

1: Define Trigger Conditions

Set the following conditions:

• Name the rule clearly (example: Auto‑Assign Before Close)

• Ticket Status

  • Changes to → Closed (or Solved, depending on your workflow)

• Agent

  • Is empty

• Group

  • Is empty

This ensures the trigger runs only when a ticket is being closed without assignment.

2: Configure Trigger Actions

Add the following actions:

• Set Agent → Specific agent or Ticket creator (based on your process)
• Set Group → Relevant support group

These actions are applied immediately before the ticket closes.

3: Save and Activate the Trigger

• Click Add to enable the trigger

Once active, this rule runs automatically for all matching tickets.

You can set the condition and action as indicated in the following screenshot.

Common Use Cases

1. Compliance‑Driven Support Teams
   Organizations requiring ownership for audits can ensure no ticket is closed without an assigned agent.

2. Shared Inbox Environments
   When multiple agents work from unassigned tickets, automatic assignment prevents ownership gaps at resolution.

3. SLA and Reporting Accuracy
   Assigned tickets improve SLA tracking and agent performance reporting.

Frequently Asked Questions

1. Can BoldDesk make the Agent or Group field mandatory by default?
   No. BoldDesk does not currently support mandatory field enforcement for ticket assignment.

2. Can this trigger run on “Solved” instead of “Closed” status?
   Yes. You can choose any ticket status available in your BoldDesk instance.

3. Can I auto‑assign based on ticket category or priority?
   Yes, Update Ticket Triggers support multiple conditions, including priority and other ticket properties.

4. Does BoldDesk support assignment enforcement via APIs?
   No. Assignment enforcement must be handled through native automation rules, not external API validation.

Related Articles

1. BoldDesk Event Triggers: Conditions, Actions & Rule Order
2. How to Create SLA Policies in BoldDesk
3. How to Manage Agents in BoldDesk