How to Auto‑Forward Tickets Using Create & Update Triggers

This guide explains how to automatically forward tickets in BoldDesk and enrich them with dynamic context using placeholders. You’ll learn how to set up forwarding in both create‑ticket and update‑ticket automation triggers, and how to insert key ticket, requester, and agent details into forwarded messages for clearer, more efficient communication.

1) Configure Ticket Forwarding via Create Ticket Trigger

Use a Create Ticket Trigger to configure when forwarding needs to happen as soon as a new ticket is created.

To enable forwarding as soon as a ticket is created, do the following:

1. Navigate to Admin → Automation → Create Ticket Triggers and click Add Rule.

   

2. Choose Condition: Add conditions that determine when a new ticket should be auto‑forwarded then click Next.

   

3. Choose Forward Ticket in the Set Action tab.

4. Recipients: Select To and Cc (you can add multiple users; limit shown in the UI).

5. Insert Placeholders into Subject and Description to include the context you need.

6. Select an Agent in the Assignee field for the Forward activity that will be created.

   

7. Click Add to save the rule.

2) Configure Ticket Forwarding via Update Ticket Trigger

Use an Update Ticket Trigger to configure when forwarding should occur after a ticket is updated.

To enable forwarding when a ticket is updated, do the following:

1. Navigate to Admin → Automation → Update Ticket Triggers and click Add Rule.

   

2. Choose Condition: Add update events/filters then click Next.

   

3. Choose Forward Ticket in Set Action tab.

4. Recipients: Add To and Cc.

5. Use Insert Placeholders in Subject and Description to include context from ticket/requester/agent.

6. Select an Agent in the Assignee field for the Forward activity that will be created.

   

7. Click Add to save the rule.

3) Placeholders You Can Use in Forward Ticket (Subject & Description)

Placeholders pull live values from the ticket, requester, and agent context at the moment the trigger runs. Use them to craft a short, scannable Subject and a structured Description that delivers full context. If a field is empty, the placeholder will resolve to an empty string—so prioritize reliable fields like Ticket ID, Subject, Status Name, Priority Name, and Ticket URL.

The following lists come from the Insert Placeholders panel:

A. Ticket placeholders

Ticket placeholders represent the core metadata, URLs, visibility settings, timestamps, and references. These are your primary building blocks for both subject and description.

• URLs & Visibility: Customer Portal Visibility, Ticket URL, Customer Portal URL, Agent Portal URL

• Timestamps & Audit: Created Time, Last Modified Time, CreatedBy User ID, CreatedBy Email ID, LastModifiedBy User ID, LastModifiedBy Email ID, Email Received At, Date

• Core IDs & Names:
  Ticket ID, Subject, Description
Brand ID, Brand Name
Category ID, Category Name
Priority ID, Priority Name
Type ID, Type Name
Source ID, Source Name
Status ID, Status Name
State ID, State Name

• SLA/Due: Response Due Date, Resolution Due Date

• Tags: Tag String

• Forms & References: Ticket Form Id, Ticket Form Name, External Reference ID

• Other: Watchers User ID, Watchers Email ID

• Custom fields (user‑defined):
  Any custom fields you add to your ticket form (e.g., Text, Number, Date, Dropdown, Checkbox, Multi‑select, etc.) appear in the Insert Placeholders group and can be used like standard placeholders.

B. Requester placeholders

Requester placeholders identify who raised the ticket and their time zone context. Include the requester’s display name and email to make forwarded emails actionable without opening the portal.

• Requester User ID
• Requester Display Name
• Requester Email ID
• Requester Name
• Requester TimeZone ID
• Requester TimeZone Name

C. Agent placeholders

Agent placeholders help recipients understand current ownership and prior hand‑offs. This is critical for escalations and vendor interactions.

• Current Assignee/Context:
  Agent User ID, Agent Display Name, Agent Email ID, Agent Name
• Group Context: Group ID, Group Name
• Previously Assigned:
  Previously Assigned Agent User ID, Previously Assigned Agent Display Name, Previously Assigned Agent Email ID,
  Previously Assigned Group ID, Previously Assigned Group Name

Frequently Asked Questions (FAQs)

1. What does “dynamic context” mean when forwarding tickets?
Dynamic context refers to automatically inserting live ticket details, requester information, and agent details into the Subject and Description fields using placeholders. This ensures forwarded emails contain relevant context without manual editing.

2. How do I set up forwarding for newly created tickets?

1. Go to Admin → Automation → Create Ticket Triggers.
2. Click Add Rule and define conditions for forwarding.
3. In Set Action, choose Forward Ticket.
4. Add recipients in To and Cc (up to 48 users per field).
5. Insert placeholders into Subject and Description for dynamic context.
6. Click Add to save.

3. How do I set up forwarding for updated tickets?

1. Navigate to Admin → Automation → Update Ticket Triggers.
2. Click Add Rule and define update conditions.
3. In Set Action, select Forward Ticket.
4. Add recipients in To and Cc.
5. Use placeholders in Subject and Description for context.
6. Save the rule.

4. How many recipients can I add when forwarding a ticket?

You can add up to 48 users in each field (To and Cc) as indicated in the UI.