How to auto-assign categories to tickets using time triggers
Deleting category values will remove them from the related tickets, leaving the category field blank. Instead of deleting categories, we recommend setting them to read-only. This approach hides them from the category dropdown list when creating or updating tickets, while preserving their association with existing tickets.
Using Time Trigger Rule to Automatically Assign Categories
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Go to Admin Center > Ticket Automation > Time Trigger.
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Click Add Rule and enter the Rule Name & Description.
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Select the appropriate operational hour (Calendar Hour or Business Hour) when the rule will be active.
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Define the conditions that must be met for the rule to apply.
- Category “Is Empty”
- You can add multiple conditions based on the criteria to assign the category.
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Set the actions (Set Category >> IT and Network), then click Add to save the rule.
- You can create multiple time trigger rules based on the specific categories you want to assign.
- Time-based triggers run only on tickets updated in the last 30 days. Older tickets won’t be affected.
FAQs
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Do Time Trigger rules run in real time?
No. Time Trigger rules run at scheduled intervals based on your BoldDesk automation settings, not instantly like event‑based Workflow Rules. -
Can I limit a Time Trigger rule to specific departments or teams?
Yes. You may include the department in the conditions to guarantee that the rule is applied solely to tickets within the specified departments. -
What happens if a ticket already has a category assigned?
If your rule uses Category → Is Empty, it will only update tickets without a category. Tickets with existing categories remain unchanged. -
Can Time Triggers update other fields besides Category?
Yes. Time Triggers can update priorities, statuses, custom fields, and assignment values. -
Can I disable a Time Trigger without deleting it?
Yes. You can toggle the rule to inactive within the Time Trigger settings, preserving its configuration for future use.
