To automatically assign tickets created via email to the agents, use ticket automation workflows (auto-assignment or create ticket trigger), or use email action support by specifying the assignee’s email address in the email body.

Using Auto-Assignment

1. Go to Admin > Ticket Automation > Auto-Assignments.

2. Click Add Rule and enter the Rule Name & Description.

3. Define the conditions that must be met for the rule to apply.

   • Email Received At → Is → [email protected] - Assign the tickets received through a specific support email address.
   • Source → is → Email - Assigns the tickets created via any support email address in the portal.

4. In the Associate Agent section, choose the assignment mode: Even Distribution (assign tickets evenly among agents) or
   Load-Based (assign tickets based on their workload).

5. Select the group eligible for auto-assignment. Tickets will be assigned to agents in this group based on the selected assignment mode.

6. Add watchers to get notifications on the ticket updates (optional).

7. Click Add to activate the rule.
   

   
   
   
   Explore Ticket Auto-Assignment in BoldDesk: Automatically Assign Tickets to learn more about ticket auto-assignment.

Using Create Ticket Trigger

1. Go to Admin > Ticket Automation > Create Ticket Triggers.

2. Click Add Rule and enter the Rule Name & Description.

3. Select the appropriate operational hour (Calendar Hour or Business Hour) when the rule will be active; usually, you can leave it as Calendar Hours.

4. Define the conditions that must be met for the rule to apply.

   • Email Received At → Is → [email protected] - to assign the tickets received through the specified support email address.
   • Source → is → Email - Assigns the tickets created via any support email address.

5. Set action: (Set Assignee → Alice Walker), then click Add to save the rule. This will assign the ticket to the specific agent or group.
   

   
   
   

Using Email Action

Agents can assign tickets directly when creating the ticket on behalf of the requester via email by including the #assignee agent email action in the email body. This feature is only supported for emails sent by agents on behalf of the requester.

Example: #assignee [email protected] - Assigns the tickets to the specified agent A.

Please refer to this How to Convert Emails to Tickets in BoldDesk to learn more about email actions.

Troubleshooting

Ticket is not getting assigned from email

• Confirm a matching condition exists:
  • Source → Is → Email
  • Email Received At → Is → (if targeting a specific address)
• Confirm the correct automation type is enabled/active:
  • Auto-Assignments rule is added and active, or
  • Create Ticket Trigger rule is added and saved

#assignee does not assign the ticket

• Confirm the email was sent by an agent on behalf of the requester. Email Actions are not supported for standard requester-submitted inbound emails.
• Confirm the assignee email address in #assignee matches the agent email in BoldDesk.

FAQs

1. What is the difference between Auto-Assignment and Create Ticket Trigger?
Auto-Assignment allocates tickets to agents within a group only if the assignee field is empty and the specified condition is satisfied.

Create Ticket Trigger assigns a particular agent or group as the assignee when the conditions are met during ticket creation.

2. Can I assign tickets only for a specific support mailbox?
Yes. Use condition Email Received At → Is → [email protected] in either Auto-Assignments or Create Ticket Triggers.

3. Can I assign all tickets created via email regardless of mailbox?
Yes. Use Source → Is → Email to target email-created tickets.

4. Why doesn’t #assignee work for requester emails?
Email Actions are only supported when an agent sends the email on behalf of the requester.

5. Which method supports load balancing across agents?
Auto-Assignment supports Even Distribution and Load-Based assignment modes.

Related Articles

1. How to Convert Emails to Tickets in BoldDesk.
2. Ticket Auto-Assignment in BoldDesk: Automatically Assign Tickets.
3. How to Auto-assign a Ticket Created During Business or Non-business Hours.