Create Ticket Triggers in BoldDesk automatically perform predefined actions when a new ticket meets specified conditions. You can use these triggers to assign tickets, update ticket properties, add tags or watchers, send notifications, add replies or private notes, and standardize other ticket-creation processes.

This article explains how to create a Create Ticket Trigger, configure condition logic, select actions, and manage existing triggers.

Prerequisite

Before creating a Create Ticket Trigger, ensure that your assigned role includes access to the BoldDesk Admin module with the permission to Manage create and update triggers.

Create a Create Ticket Trigger

To create a Create Ticket Trigger:

1. Go to Admin.

2. Under Ticket Automation, select Create Ticket Triggers.

3. Click Add Rule.

   

4. In Rule Name, enter a descriptive name that identifies the rule’s purpose.

5. In Description, enter optional information about the trigger.

   

6. In Business Hours, select the schedule that should apply to the trigger. The Business Hours field determines the schedule associated with the trigger configuration.
   Select the schedule that matches the intended automation. For example:

   • Select Calendar Hours (24 hrs x 7 days) when the trigger should not be limited to standard working hours.
   • Select the applicable organizational Business Hours when the rule should follow a configured working schedule.

7. Configure the required conditions.

   • Use Apply this rule to the tickets that meet All of these conditions when every condition in the section must be satisfied.

     • Under Apply this rule to the tickets that meet All of these conditions, click Select a Field.

     • Select the required ticket, requester, contact group, or custom field.

     • Select the applicable operator.

     • Select or enter the required value.

     • Click Add new condition to add another condition.

     • Repeat the process for every mandatory condition.

       

   • Use Apply this rule to the tickets that meet Any of these conditions when at least one condition in the section must be satisfied.

     • Under Apply this rule to the tickets that meet Any of these conditions, click Select a Field.

     • Select the required field.

     • Select the applicable operator.

     • Select or enter the required value.

     • Click Add new condition to add another alternative condition.

     • Repeat the process for the remaining alternatives.
       The rule can match when the new ticket Subject satisfies at least one of the configured conditions.

       

   • Conditions under Any of these conditions use OR logic. At least one condition in this section must be satisfied.
   • Conditions under All of these conditions use AND logic. Every condition in this section must be satisfied.
   • You can configure conditions in both the All and Any sections. When both sections are used:
   • Every condition under All of these conditions must be satisfied.
   • At least one condition under Any of these conditions must be satisfied.

   Place conditions in the correct section. Adding a mandatory condition under Any of these conditions can cause the rule to run when only that condition matches.

8. Click Next.

9. In the Set Action step, select the required action.

10. Configure the values required by the selected action.

11. Add other actions when the rule must perform multiple operations.

12. Review the configured actions.

13. Click Add to save the rule.

    

Manage Create Ticket Triggers

You can search for, review, edit, activate, deactivate, delete, export, and reorder Create Ticket Triggers from the Create Ticket Triggers page.

To open the page:

1. Go to Admin.
2. Under Ticket Automation, select Create Ticket Triggers.
3. Open the Active or Inactive tab based on the trigger you want to manage.

The page displays the following information for each trigger:

The page also provides the following options:

• Search to locate a trigger by its rule name.
• Export to export the available trigger information.
• Add Rule to create another Create Ticket Trigger.
• Active and Inactive tabs to view triggers according to their current state.
• A rule counter that displays the number of configured triggers against the available limit.

Find and Review Triggers

Use the search and summary features to locate a specific Create Ticket Trigger and review its configuration. These options are useful when several triggers are available or when you need to confirm a trigger’s conditions and actions before editing, deactivating, or deleting it.

The Active and Inactive tabs organize triggers according to their current status. After locating a trigger, use View Summary to review its configuration without opening the trigger for editing.

Search for a Create Ticket Trigger

To locate a trigger:

1. Open the Active or Inactive tab.
2. Enter the trigger name in Search.
3. Select the required trigger from the filtered results.

If the trigger does not appear, clear the search value and review the other status tab.

View a Create Ticket Trigger Summary

Use View Summary to review the conditions and actions configured in a trigger without opening the trigger for editing.

To view a trigger summary:

1. Open the Active or Inactive tab.

2. Locate the required trigger.

3. Click More options.

4. Select View Summary.

5. Review the configured conditions and actions.

6. Close the summary after completing the review.

   

Modify Triggers

Modify a Create Ticket Trigger when its rule details, conditions, actions, Business Hours configuration, or activation status no longer meet the current automation requirements.

Use Edit to change the trigger configuration. Use Deactivate when the automation must stop temporarily while retaining its conditions and actions. Use Activate when an inactive trigger should resume evaluating newly created tickets.

Review and test the trigger after modifying or activating it because changes to an active trigger can affect how newly created tickets are processed.

Edit a Create Ticket Trigger

To edit a trigger:

1. Open the Active or Inactive tab.

2. Locate the required trigger.

3. Click the Edit icon beside the trigger.

   

4. Update the rule name, description, or Business Hours configuration as required.

5. Review and update the conditions.

6. Click Next.

7. Review and update the configured actions.

8. Save the changes.

Deactivate a Create Ticket Trigger

Deactivate a trigger when the automation must stop temporarily but its configuration might be required again.

To deactivate a trigger:

1. Open the Active tab.

2. Locate the required trigger.

3. Click More options.

4. Select Deactivate.

5. In the Deactivate Rule confirmation dialog, review the rule name.

6. Click Yes, Deactivate. Click Cancel or the Close icon to exit the confirmation dialog without deactivating the trigger.

   

7. Open the Inactive tab.

8. Confirm that the trigger appears in the list.

The trigger stops evaluating newly created tickets while it remains inactive.

Activate an Inactive Create Ticket Trigger

Activate a trigger when its automation should begin processing newly created tickets again.

To activate an inactive trigger:

1. Open the Inactive tab.

2. Locate the required trigger.

3. Click More options.

4. Select Activate.

5. In the Activate Rule confirmation dialog, review the rule name.

6. Click Yes, Activate. Click Cancel or the Close icon to exit the confirmation dialog without activating the trigger.

   

7. Open the Active tab.

8. Confirm that the trigger appears in the list.

The trigger begins evaluating newly created tickets after activation.

Remove and Export Triggers

Use the delete and export options to maintain or document the configured Create Ticket Triggers.

Delete a trigger only when its configuration is permanently unnecessary. Deletion cannot be used as a temporary way to stop the automation because the trigger configuration is permanently removed. If the trigger might be required again, deactivate it instead.

Use Export to download the available Create Ticket Trigger information as an Excel file for authorized review, auditing, backup, or internal documentation.

Delete a Create Ticket Trigger

Delete a trigger only when its configuration is no longer required.

To delete a trigger:

1. Open the Active or Inactive tab.

2. Locate the required trigger.

3. Click More options.

4. Select Delete.

5. In the Delete Rule confirmation dialog, review the rule name and the permanent-deletion warning.

6. Click Yes, Delete. Click Cancel or the Close icon to exit the confirmation dialog without deleting the trigger.

   

The trigger is permanently removed from the Create Ticket Triggers list.

Export Create Ticket Trigger Information

You can export the configured Create Ticket Trigger information as an Excel file.

To export the trigger information:

1. Open the Active or Inactive tab, based on the information you want to export.

2. Click Export.

   

3. Wait for the Excel file to download.

4. Open the downloaded Create Ticket Trigger.xlsx file.

5. Review the exported trigger information.

Organize Triggers

Organize active Create Ticket Triggers to control their execution sequence and monitor the number of rules configured in the account.

BoldDesk evaluates active triggers in the order displayed on the page. Place specific rules before broader rules when multiple triggers can match the same newly created ticket. This arrangement helps reduce conflicting actions and prevents a broadly configured rule from processing tickets before a more specific rule is evaluated.

Use the rule counter to compare the number of configured Create Ticket Triggers with the available account limit.

Reorder Create Ticket Triggers

Use the drag handle beside a trigger to change its execution order.

To reorder triggers:

1. Open the Active tab.

2. Locate the trigger you want to move.

3. Select and hold the drag handle beside the trigger.

4. Move the trigger to the required position.

5. Release the drag handle.

   

Place specific rules before broader rules when multiple triggers can match the same newly created ticket.

Review the Create Ticket Trigger Limit

The rule counter at the top of the page displays the number of configured Create Ticket Triggers against the available limit.

Troubleshooting

The Create Ticket Trigger Does Not Run

Confirm that:

• The trigger is active.
• The ticket was created after the trigger was activated.
• The ticket satisfies the configured conditions.
• The correct field, operator, and value are selected.
• The correct Business Hours configuration is selected.
• The ticket source is included by the rule.
• Another automation rule is not producing a conflicting result.

Create a controlled test ticket and compare its field values with the trigger conditions.

The Rule Runs for Tickets That Should Not Match

Confirm that:

• Mandatory conditions appear under All of these conditions.
• Alternative conditions appear under Any of these conditions.
• Broad text operators are not matching unintended values.
• Every condition uses the correct operator.
• The configured values do not include unnecessary spaces or incomplete entries.

Use more specific conditions or exact-match operators when broad matching includes unrelated tickets.

The Expected Action Is Not Available

Confirm that:

• The correct automation type is selected.
• Your assigned role has permission to configure the action.
• The required BoldDesk feature is enabled.
• The agents, groups, fields, tags, or other dependent values are configured.

Frequently Asked Questions

1. What is a Create Ticket Trigger in BoldDesk?
   A Create Ticket Trigger is an automation rule that performs configured actions when a newly created ticket satisfies specified conditions.

2. What is the difference between All and Any conditions?
   Every condition under All of these conditions must match. At least one condition under Any of these conditions must match.

3. Can I use both All and Any conditions in one rule?
   Yes. When both sections are configured, the ticket must satisfy every condition in the All section and at least one condition in the Any section.

4. Can a Create Ticket Trigger update multiple ticket properties?
   Yes. Add the required supported actions to the trigger.

Related Articles

1. Automation Rules and Triggers in BoldDesk
2. How to Automatically Add an Approval Request Using Create Ticket Trigger
3. How to Automatically Add a Ticket Reply Using Triggers
4. How to Automatically Share Tickets Using Create and Update Triggers