How to Automatically Assign Tickets to the Creating Agent

In BoldDesk, agents often create tickets on behalf of customers through the Agent Portal. To streamline ticket ownership and follow-up, you can configure an automation that automatically assigns such tickets to the agent who created them.

This article explains how to configure a Create Ticket Trigger that automatically assigns tickets to the agent who creates them.

Steps to Configure a “Create Ticket Trigger” to Assign Tickets to the Creator

Follow these steps to set up an automation rule that assigns tickets to the agent who creates them:

1. Step 1: Access Create Ticket Triggers

• Go to Admin > Ticket Automation > Create Ticket Triggers.
• Click Add Rule or select an existing rule to edit.

2. Step 2: Define Rule Conditions In the Choose Condition tab:

• Rule Name: Enter a descriptive name (e.g., “Assign to Creator”).
• Description: (Optional) Add a brief explanation.
• Business Hours: Select Calendar Hours (24 hrs x 7 days).
• Under Apply this rule to the tickets that meet All of these conditions, add:
  • Source is Agent Portal
  • Assigned Agent is Empty
  • Requester is not Creator

3. Step 3: Set the Action In the Set Action tab:
   • Action: Set Assignee
   • Group: Leave this field empty.
   • Agent: Select Creator

This configuration ensures that the ticket is automatically assigned to the agent who created it on behalf of the requester.

Frequently Asked Questions (FAQs)

1. What happens if the agent who created the ticket is part of a group?
   The rule assigns the ticket directly to the agent, regardless of group membership. The group field remains empty unless explicitly configured.

2. Can this rule be combined with other Create Ticket Triggers?
   Yes, multiple rules can be configured. Ensure they don’t conflict or override each other based on conditions and actions.

3. Will this rule apply if the requester and creator are the same person?
   No. The condition “Requester is not Creator” ensures the rule only applies when an agent creates a ticket on behalf of someone else.

4. What if the ticket already has an assigned agent?
   The rule includes a condition that the “Assigned Agent is Empty.” If a ticket is already assigned, this rule won’t apply.

5. Can I use this rule for tickets created via email or other channels?
   No. The condition “Source is Agent Portal” restricts the rule to tickets created manually by agents in the portal.

6. Is it possible to notify the assigned agent automatically?
   Yes. You can configure a separate notification rule to alert the agent once the ticket is assigned.

7. How can I test if the rule is working correctly?
   Create a test ticket via the Agent Portal as another user and verify if it gets assigned to the creator automatically.

8. Does this rule affect ticket reassignment workflows?
   No. This rule only applies at ticket creation. Reassignment rules must be configured separately.