Condition Fields in BoldDesk Filter and Automation
In BoldDesk, the Conditions field serves as a key element in both Filters and Automation Rules, enabling you to specify detailed criteria for managing tickets. These conditions are especially useful when:
- Creating custom ticket views
- Setting up automation rules
- Building reports and dashboards
- Managing SLAs and escalations
Below is an overview of its functionality in each context:
Conditions fields in Filters
Filters enable you to generate tailored views of tickets by applying specific criteria. The Conditions field allows you to specify the parameters that determine which tickets are displayed within that view.
Supported Condition Fields
| Type of field | Condition Field |
|---|---|
| System Fields | Status, Priority, Type, Source, Assigned Agent, Contact Group, Tags, etc. |
| Custom Fields | Any user-defined fields for tickets, contacts, or groups. |
| Lookup Fields | Fields that reference other entities such as agents, users, or contact groups. |
Common Condition Fields:
- Status (New, Open, Solved, Closed, On Hold, Waiting for Customer)
- Priority (High, Low, Normal, Critical)
- Assigned Agent/Group
- Tags
- Created Date/Updated Date
- Contact Group
- Custom Fields (Customer Tier, Department)
Use Case Example:
Show all high-priority tickets that were created in the last 7 days.
You can combine multiple conditions using AND/OR logic to refine your views.
Conditions fields in Automation Rules
Automation rules in BoldDesk use conditions to trigger actions when specified criteria are met. These could be useful in:
- Create ticket triggers
Create ticket triggers help in setting up automated rules to perform a predefined set of actions based on selected criteria on a newly created ticket. - Update ticket triggers
These triggers help in setting up automated rules to perform a predefined set of actions based on selected criteria when an existing ticket property is updated. - Time triggers
Time triggers help in setting up automated rules to perform a repeated set of actions based on selected criteria every hour. - Auto Assignment Rules
Auto assignments help to automatically assign tickets to the agents in a group in a round-robin fashion. When a ticket is created or updated, the first matching rule in a specified order is selected for the assignment of the agent.
When both the create ticket trigger and the auto-assignment are configured to assign tickets to a group or agent, the create ticket trigger will run first. If the condition is met, it will be executed, and the auto-assignment rule will be bypassed.
Event Conditions
Event conditions define when automation rules should be triggered based on ticket events.
The condition fields Event Type, Event Performer, Event Source, and Event Performer Type are only available in the update ticket triggers.
| Condition field | Meaning |
|---|---|
| Event Type | Refers to the specific trigger or condition that initiates a workflow or automation rule. These events are used to define when an update ticket trigger rule should run, such as reply added, private note added, etc. |
| Event Performer | Refers to the specific agent/requester who performed the action. |
| Event Source | Refers to where the action is performed or the medium used; agent portal, customer portal, email, API, or webhook. |
| Event Performer Type | Refers to whether it is an agent or requester who performed the action. |
Common Event Types:
| Event Type | Action |
|---|---|
| Ticket Created | Triggered when a ticket is created. |
| Ticket Updated | Triggered when updates are done to the ticket. |
| Customer Feedback Added | Triggered when a customer gives feedback based on their ticket query. |
| Reply Added | Triggered when a reply is added to the ticket query. |
| Note Added | Triggered when a private note is added to the ticket. |
Example Use Case:
Condition: If a ticket is updated and the feedback is negative.
Action: Send an alert to the Support Manager.
Approval Conditions
Approval workflows ensure that particular ticket actions or changes are carefully reviewed and approved before proceeding further.
| Approval Condition | Action |
|---|---|
| Approval Request Count | Number of approval requests associated with a ticket submitted by a user. |
| Approval Approved Count | Number of approval requests that have been approved within a specific context—such as a ticket. |
| Approvals all Completed | Status where all approval requests linked to a ticket or workflow have been resolved—either approved, rejected, or canceled. |
| Approval Rejected Count | Number of approval requests that have been rejected for a specific ticket or across a set of tickets. |
| Approval all Rejected | Every approval request associated with a particular ticket or workflow that has been explicitly rejected by the assigned approvers. |
| Approval all Approved | Every approval request linked to a ticket or workflow that has been successfully approved by all assigned approvers. |
| Approval Pending | Approval request that has been sent but is still awaiting action from one or more approvers. |
Source Conditions
| Condition Field | Description |
|---|---|
| Source | Indicates where the ticket or chat originated, such as Customer Portal, Agent Portal, Live Chat, Aircall, or API. |
| Email Received At | Specifies the support email address that received the message which created the ticket. |
