How to Automatically Reopen Tickets in BoldDesk
Managing ongoing conversations effectively is crucial for customer satisfaction. In BoldDesk, you can reopen tickets using three flexible methods:
- Automatically on end-user reply
- Through automation rules
- Programmatically via API
These options help ensure that no customer query is missed and streamline your support workflow.
1. Automatically Reopen Tickets on End-User Reply
When a requester replies to a ticket, you can configure BoldDesk to automatically reopen the ticket by setting its status to Open, regardless of its previous status.
This approach reduces manual work and ensures continued conversations are not overlooked.
Steps to Enable Automatic Reopening
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Navigate to Admin > Ticket Settings > Ticket Status Behavior.
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Under Ticket State on End-User Reply, configure the desired behavior.
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For all applicable statuses (e.g., Waiting for Customer, Closed, Solved, or custom statuses), set the system to change the ticket status to Open when the end user replies.
When a ticket is in Closed status and a reply is received, you can choose:
- Automatically change the ticket status to open
- Create a new follow-up ticket
- Do not perform any action on the ticket state
Learn more on How to Customize or Create a New Ticket Status.
2. Reopen Tickets Using Automation Rules
Automation rules allow you to reopen tickets based on specific triggers, such as when a requester adds a comment.
Ideal for teams that need advanced control over ticket reopening based on workflow conditions.
Steps to Configure an Update Trigger Rule
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Go to Admin > Automation > Ticket Update Trigger.
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Click Add Rule to create a new update trigger automation.
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Configure the rule as shown in the example below:
You can also use Update Trigger or Time Trigger to reopen tickets based on your workflow needs.
Learn more about How to Run an Automation When a Ticket Event Occurs in BoldDesk?
3. Reopen Tickets Programmatically Using the API
You can update the ticket status programmatically using the BoldDesk Developer API by setting the statusId to represent the Open status.
Please find the API documentation and a sample curl command below for your reference:
API Documentation: Edit ticket.
Sample cURL Command:
curl -X 'PUT' \
'https://{yourdomain}/api/v1/tickets/{ticketId}/update_fields?skipDependencyValidation=true' \
-H 'accept: text/plain' \
-H 'x-api-key: {yourapikey}' \
-H 'Content-Type: application/json' \
-d '{
"fields": {
"statusId": "2"
}
}'
Replace:
- {yourdomain} with your BoldDesk domain.
- {ticketId} with the actual ticket ID.
- {yourapikey} with your valid API key.
- “2” with your actual Open status ID.
Frequently Asked Questions (FAQs)
1. What are the different ways to reopen tickets in BoldDesk?
You can reopen tickets using three methods:
- Automatically when an end-user replies
- Through automation rules
- Programmatically via the API
2. Can I choose what happens when a closed ticket receives a reply?
Yes. You can:
- Automatically change the ticket status to open
- Create a new follow-up ticket
- Do not perform any action on the ticket state
3. How do automation rules help in reopening tickets?
Automation rules allow you to reopen tickets based on specific triggers, such as when a requester adds a comment. This is useful for teams that need advanced control over ticket reopening.
4. How do I set up an automation rule to reopen tickets?
Go to Admin > Automation > Ticket Update Trigger, click Add Rule, and configure conditions and actions to change the ticket status to Open when the trigger occurs.
5. Can I reopen tickets using the BoldDesk API?
Yes. You can update the ticket status programmatically by sending a PUT request to the BoldDesk API and setting the statusId to the ID representing the Open status.
6. Where can I find the API documentation for updating ticket status?
Learn more on BoldDesk API Documentation.
