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How to Automatically Add Ticket Reply Using Triggers
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You can set up automatic replies using the ‘Ticket Created’ and ‘Ticket Updated’ triggers. This helps you respond instantly to common requests like password resets, account activations, or maintenance questions by automatically adding a reply when a ticket is created or updated.
These automated replies are treated as formal responses and therefore affect SLA.
Configuring Auto Reply Action
- Go to Admin >> Ticket Automation section.
- Select the trigger: Create Ticket Triggers or Update Ticket Trigger.
- Select Add Rule and provide the Rule name and Description.
- Define Conditions that must be met for the rule to apply.
- For example: Subject → contains → Password Reset, Forgot Password
- For more details on Condition Fields in BoldDesk Filter and Automation, refer to the article Condition Fields in BoldDesk Filter and Automation
- Click Next and select Add Reply in the action section from the dropdown menu, and provide a predefined message in the description.
- Click Add to activate the rule.
