How to Delay Solved Ticket Email Notifications in BoldDesk
By default, an email notification for resolved tickets is sent immediately after a ticket’s status is updated to “Solved.” However, in some cases, you may want to delay this notification to allow time for internal review. BoldDesk allows you to achieve this by setting up a custom status and linking it to the time triggers automation rule that marks the status as solved after a specific number of working days.
How to Create a New Ticket Status
To configure a custom status, follow the given steps:
- Go to Admin > Fields and Forms > Ticket Fields.
- Click the Status field or the Edit icon next to it.
- On the Status configuration page, click the Create Status button.
- On the window that opens, enter the required fields:
- Label for Agent – The name of the status that appears in the agent portal.
- Label for End User – The name of the status that appears in the customer portal.
- Select status category as “Hold”.
- Click Create to add the status.
Once the status is configured, agents will be required to update the ticket statuses to the configured status instead of directly updating them as “Solved.” To learn more about customizing ticket status, refer to How to Customize or Create a New Ticket Status.
Create a Time Trigger Rule
You can use the time trigger to automatically solve a ticket after a certain number of days if the requester has not responded to the agent’s response.
Follow the given steps to create a time trigger rule:
- Go to Admin > Ticket Automation > Time Triggers.
- Click Add Rule.
- Enter the Rule Name and Description, which is optional.
- Choose any Business Hours to be considered for the rule.
- Select the conditions to determine the tickets to which the rule will be applied. Use these conditions to automatically solve tickets that are in “Waiting for Customer Response” status for a certain number of hours:
- Status is Waiting for Resolve &
- Hours Since Waiting for Resolve - Greater Than or Equal to - n-hours
- Click and set the action: Set Status as Solved.
- Click Add to save the rule.
- The ticket will be marked as ‘Solved’ after staying in the ‘Waiting for Resolve’ status for a set number of hours, based on the selected operational hours. For example, in calendar hours, 168 hours means 7 full days.
- Time-based triggers run only on tickets updated in the last 30 days. Older tickets won’t be affected.
To ensure users receive email notifications when a ticket is marked as ‘Solved,’ enable the Ticket Solved event notification for the contact.
Related Articles
How to Run Automation at Scheduled Intervals?
How to Manage and Personalize Email Notifications
How to Use a Time Trigger to Automatically Close a Ticket
How to Use a Time Trigger to Automatically Solve a Ticket
