In BoldDesk, tickets may be created without an Assigned Agent or Assigned Group. To prevent delays and manual ownership updates, you can use Update Ticket Triggers to automatically assign the ticket to the first agent who responds (the Event Performer).

This article explains three supported assignment scenarios using the latest BoldDesk Automation UI, along with use cases, configuration steps, and limitations.

Case 1. Both Group and Agent are empty (first reply assigns the ticket)

1. Go to Admin > Ticket Automation > Update Ticket Triggers > Add Rule.

2. Enter the Rule Name and Description (optional) on the Create rule page.

3. Define the conditions as shown below.

   • Assigned Agent Is empty
   • Assigned Group Is empty
   • Event Performer Type Is Agent
   • Event Type Is Reply Added

4. Click Next to set the actions to be executed, i.e., (Set Assignee = Event Performer).

5. Click Add to finalize and save the rule.

   

Case 2. Ticket Has No Agent Assigned, Agent adds a reply or note

Sometimes, tickets remain unassigned even after an agent adds a reply or private note. To automate this scenario, create an Update Ticket Trigger with the following settings:

• Go to Admin > Ticket Automation > Update Ticket Triggers > Add Rule.

• Enter the Rule Name and Description (optional) on the Create Rule page.

• Define the conditions as shown below:

  • Assigned Agent Is empty
  • Event Performer Type Is Agent
  • Event Type IN (Reply Added, Public Note Added, Private Note Added)

• Click Next to set the actions to be executed:

  • Set Assignee = Event Performer

• Click Add to finalize and save the rule.
  

  
  
  

Result:
Unassigned tickets are automatically assigned to the first agent who interacts with them, ensuring faster resolution and eliminating manual assignment.

Case 3. Group assigned; Agent empty (restrict to group members)

This setup ensures that tickets are routed to a specific group only, remain unassigned initially, notify all group members, and are automatically assigned to the first responding agent within the group.

• Set up this rule using these conditions:

  • Assigned Agent → Is empty
  • Assigned Group → Is not empty
  • Event Performer Type → Is Agent
  • Event Type → Is Reply Added

• Set the actions to be executed, i.e., (Set Assignee = Event Performer).

  
  
  

Troubleshooting

• Trigger didn’t fire?

  • Check rule order and ensure no earlier rule already assigned a group/agent.
  • Verify that Event Type matches your action (Reply vs. Note) and that the performer is an agent.
  • Confirm note notifications and visibility settings (public vs. private) if testing with notes.

• Auto‑assignment vs. first‑responder triggers

  • Auto Assignments use round‑robin (even or load‑based) to assign tickets at create/update—best for balanced distribution.
  • First responder triggers assign to the agent who replies first—best for ownership by action.

• Permissions & notifications

  • Agents need appropriate permissions for notes; public notes notify requesters automatically.

Frequently Asked Questions

1. Will public vs private notes trigger assignment?
   If your conditions include Note Added, both public and private notes can be used; configure notifications and visibility as required.

2. Can I assign tickets to the “event performer” when closing an unassigned ticket?
   Yes—use an Update Ticket Trigger with Set Assignee = Event Performer tied to the close/solve event. (If closure is by system automation, the rule won’t fire.)

3. How do lookup fields help with assignment?
   Set Assignee can reference lookup fields (agent/group). This enables dynamic assignment (e.g., to a stored “secondary agent”) without hard-coding a user.

4. Do triggers affect SLA?
   Replies added via triggers count as formal responses and affect SLA; notes don’t change SLA unless specifically configured with additional actions.

Related Articles

1. What are Automations Available for Ticket?
2. How to Automatically Assign Tickets?