You can trigger specific actions when a ticket is created or updated and its current brand matches selected value(s), or when the brand changes from one to another. This helps customize automation workflows per brand requirements.

Prerequisites

• Access to Admin settings in BoldDesk.
• Admin Permission to Manage Create and Update Triggers.
• Brands must already be configured in your account.

Brand Condition Action

You can apply brand-based logic using the following conditions in Create/Update Ticket Triggers:

• Brand is/in [Selected Brand(s)]
  Triggers when the ticket currently belongs to the specified brand(s).
• Brand changed from [Brand A] to [Brand B]
  Triggers only when a ticket’s brand is changed from one to another.

These conditions are helpful for automating actions such as assigning the ticket, updating tags, or sending alerts based on brand-specific workflows.

Create Brand-Based Trigger

1. Go to Admin → Ticket Automation → Create/Update Ticket Triggers.

2. Click Add Rule.

3. Enter a Rule Name and an optional Description.

4. Add the Brand condition using:

   • Brand is [Brand Name]
     

     
     
     

   • or Brand changed from [Brand A] to [Brand B]
     

     
     
     

5. Click Next and define the required actions like:

   • Assigning the ticket
   • Adding or removing tags
   • Sending email notifications

6. Click Add to save and activate the rule.

Troubleshooting Common Errors

• Rule does not run when expected

  • Confirm the rule is created under Admin → Ticket Automation → Create/Update Ticket Triggers (not a different automation type).
  • Verify the Brand condition matches the intended scenario:
    • Use Brand is for “ticket currently belongs to brand”.
    • Use Brand changed from for “brand field changed between two specific values”.
  • Check whether the ticket update you performed actually changed the Brand (for “changed from” scenarios).

• Brand change actions are not applying

  • Confirm the ticket’s Brand was changed from the exact source brand to the exact target brand configured in the condition.
  • If multiple target brands are possible, create separate rules for each target brand.

• Brand is not available or selectable

  • Confirm brands exist and are configured in your account.
  • Confirm you have the required Admin permissions to manage ticket automation and view brands.

Frequently Asked Questions

1. What is the difference between “Brand is” and “Brand changed from”?
   Brand is checks the ticket’s current Brand. Brand changed from checks whether the Brand field changed from one specific brand to another during an update.

2. Can I trigger actions when a ticket is moved from any brand to one specific brand?
   Use multiple Brand changed from [Brand X] to [Target Brand] conditions/rules—one per source brand—if you need to match all possible sources.

3. Can I apply a single rule to multiple brands?
   Yes. Use Brand is and select multiple brands if the same actions should apply to all selected brands.

4. Does changing a ticket’s Brand affect its ticket URL?
   Yes. When a ticket’s brand is updated, BoldDesk redirects any existing ticket URL to the new brand URL.

5. Is the Brand change recorded for audit/history?
   Yes. Brand changes are recorded in the ticket’s activity history.

Related Articles

1. How to Automatically Add an Approval Request Using Update Ticket Trigger
2. How to Send Ticket Reminder Emails using Time Triggers
3. How to Change a Brand Ticket in BoldDesk