BoldDesk Update Ticket Triggers: Auto‑Assign Tickets to the First Responding Agent
When a ticket is created without an assigned agent or assigned group, you can keep work moving by using Update Ticket Triggers to automatically assign ownership to the first agent who responds (the Event Performer). This guide shows three common setups, explains how they work in the latest BoldDesk UI, and includes troubleshooting and FAQs.
Case 1: Both Group and Agent are empty (first reply assigns the ticket)
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Go to Admin > Ticket Automation > Update Ticket Triggers > Add Rule.
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Enter the Rule Name and Description (optional) on the Create rule page.
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Define the conditions as shown below.
- Assigned Agent Is empty
- Assigned Group Is empty
- Event Performer Type Is Agent
- Event Type Is Reply Added
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Click the Next to set the actions to be executed i.e. (Set Assignee = Event Performer).
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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:
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Go to Admin > Ticket Automation > Update Ticket Triggers > Add Rule.
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Enter the Rule Name and Description (optional) on the Create Rule page.
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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)
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Click Next to set the actions to be executed:
- Set Assignee = Event Performer
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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)
When a ticket is assigned to a group and the agent field is empty, a trigger can be used to assign the ticket to the first responding agent. This only applies if the responding agent is a member of the assigned group.
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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
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Set the actions to be executed i.e. (Set Assignee = Event Performer).
If the first agent to respond is not a member of the assigned group, the ticket will not be assigned to them. This ensures that ticket ownership is restricted to the group members.
Troubleshooting & tips
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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.
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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.
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Permissions & notifications
- Agents need appropriate permissions for notes; public notes notify requesters automatically.
FAQs
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.
