How to Configure the “Add Reply” Action in BoldDesk Ticket Automation

Automation rules in BoldDesk streamline repetitive tasks by performing actions automatically based on predefined conditions. One key action is Add Reply, which inserts a predefined response into a ticket without manual intervention. This ensures faster resolutions, consistent communication, and improved efficiency.

Why Use Add Reply in Automation Rules?

• Save time by eliminating manual replies for common scenarios.
• Ensure consistency in responses across all tickets.
• Improve accuracy with predefined, approved messages.
• Personalize replies using dynamic placeholders.

Steps to Configure Add Reply in an Automation Rule

1. Navigate to Automation Settings

   • Go to Admin → Automation → Ticket Automation.
   • Choose
     • Create Ticket Trigger Automation (for new tickets),
     • Update Ticket Trigger Automation (for ticket updates).

2. Define Rule Conditions

   • Set conditions that determine when the automation should apply.
     Example Condition:
     • Ticket Status = Open
     • Ticket Priority = High
     • Assigned Agent = Is not empty

   This ensures the rule only applies to high-priority tickets waiting for customer response.

3. Add Reply Action

   • In the Action section, select Add Reply.
   • Enter the predefined message you want to send.

4. Configure Reply Options

   • Post Reply on Behalf of Agent
     • True (Enabled) → The reply is posted as an agent update on behalf of the agent. It will be marked as Agent Update unless the agent is empty or set to default, in which case it will be posted as a System Automation Update.
     • False (Disabled) → The reply is posted without marking it as an agent update. It will follow the default behavior of the automation or requester update.

Additionally, when this option is enabled, you can choose to Exclude “on behalf of agent” text from the ticket message and email notifications.

• Exclude ‘on behalf of agent’ in description
  • Enable this to remove the phrase “on behalf of agent” from the ticket message and email notifications when an agent responds for someone.
• Do Not Send Notification
  • Enable if you want the reply logged in the ticket without notifying the customer.
  • Additionally, if this is enabled, ‘Don’t send Survey Notifications’ will appear.
• Don’t Send Survey Notifications
  • Enable to prevent survey emails after the reply.

5. Save and Activate the Rule

   • Click Save and ensure the rule is Active.

   • The automation will now automatically add the reply when the conditions are met.
     

     
     
     

FAQs

Q1: Can I prevent emails when automation adds a reply?
Yes. Enable Do Not Send Notification in the action settings.

Q2: Can I use placeholders in automated replies?
Yes. Dynamic placeholders personalize the message.

Q3: Does automation change ticket status when adding a reply?
Yes, if configured. You can set a status update along with the reply.