How to Automatically Add Ticket Reply Using Triggers
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
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Go to Admin >> Ticket Automation section.
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Select the trigger: Create Ticket Trigger or Update Ticket Trigger.
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Select Add Rule and provide the Rule name and Description.
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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, learn more on Condition Fields in BoldDesk Filter and Automation.
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Click Next and select Add Reply in the action section from the dropdown menu, and provide a predefined message in the description.
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Click Add to activate the rule.
Frequently Asked Questions (FAQs)
1) What do Automatically Added Ticket Replies in BoldDesk mean and why should I use them?
Automatically Added Ticket Reply is a ticket response that is automatically added when tickets are created or updated. These replies assist in promptly addressing common inquiries such as password resets or account activations, thereby enhancing customer experience and minimizing manual work.
2) Do ticket replies added through triggers affect SLA calculations?
Yes. They are treated as formal responses, so they count toward SLA compliance.
3) Which triggers can I use to Automatically Add Ticket Replies in BoldDesk?
You can use Ticket Created and Ticket Updated triggers to configure auto replies.
4) How do I configure an auto reply rule in BoldDesk?
- Go to Admin → Ticket Automation.
- Select Create Ticket Trigger or Update Ticket Trigger.
- Click Add Rule, provide a name and description.
- Define Conditions (e.g., Subject contains “Password Reset”).
- Click Next, choose Add Reply as the action, and enter your predefined message.
- Click Add to activate the rule.
5) Can I set conditions for when auto replies are sent?
Yes. You can define conditions such as keywords in the subject or other ticket fields. For details, refer to Condition Fields in BoldDesk Filter and Automation.
6) Can BoldDesk detect keywords in incoming emails?
Yes. BoldDesk identifies keywords using automation rule conditions, especially by checking if the email subject contains specific words.
7) Where do I configure keyword-based rules?
Go to Admin → Ticket Automation → Create Ticket Trigger to set conditions that run when a new email becomes a ticket.
8) How do I set up keyword matching?
Add a condition such as Subject → contains → {keyword} within the rule’s Conditions section. BoldDesk supports many condition fields and logical combinations.
9) What actions can be triggered when a keyword is detected?
You can assign various actions to automation triggers on tickets, such as adding tags, notifying agents, or sending an automatic reply using Add Reply.
10) Do keyword‑triggered replies affect SLAs?
Yes—automatically added replies are considered formal responses and affect SLA compliance.
