In BoldDesk, you can automatically add an Approval Request to a ticket at the moment it is created by using the Create Ticket trigger within Workflow Automation.

This automation ensures that tickets requiring authorization—such as refund requests, budget approvals, leave requests, or policy exceptions—are immediately routed for approval without manual intervention.

This article explains:

• What the Create Ticket trigger is
• How approvals work in BoldDesk
• Step‑by‑step workflow configuration
• Common use cases and edge cases
• Best practices and troubleshooting FAQs

What Is the Create Ticket Trigger in BoldDesk?

The Create Ticket trigger is a workflow event that fires immediately when a new ticket is created in BoldDesk, regardless of the source.

Supported Ticket Sources

The trigger activates when tickets are created via:

• Customer Portal
• Email
• Agent Portal
• API (programmatic ticket creation)
• Third‑party integrations

This trigger is ideal for early‑stage automation, including approvals, field updates, notifications, and routing.

What Is an Approval Request in BoldDesk?

An Approval Request is a structured workflow action that requires one or more approvers to approve or reject a ticket before it progresses further.

Key Characteristics

• Can be assigned to agents or roles
• Supports approval and rejection paths
• Can pause ticket progress until decision
• Tracks approval status for auditing

Approval requests are commonly used for governance, compliance, and controlled workflows.

Automatically Add Approval on Ticket Creation

Automatically add an approval request when a newly created ticket meets defined conditions.

Step 1: Navigate to Ticket Automation

1. Log in to BoldDesk
2. Go to Admin Settings
3. Select Ticket Automation
4. Click Create Ticket Triggers
5. Click on Add Rule
   
   
   
   
    

Step 2: Define the Trigger

On the next page, define the following;

1. Rule Name e.g. Refund Processing
2. Provide a description if any (this is optional).
3. Choose your business hours
4. Define the conditions for applying this rule to tickets that satisfy the specified conditions, e.g. Brand is TJ Travels & Tours AND Subject Contains Refund
5. Click on Next.
   
   
   
   
    

Step 3: Add the Approval Request Action

Add Approval Request

Required Configuration Fields

You can chain actions such as:

• Update ticket status to Approved
• Assign ticket to a specific group
• Notify requester or agent
• Add internal or public notes

Common Use Cases

Financial & Commercial Tickets

• Refund approvals
• Discount requests
• Expense authorizations

HR & Admin Requests

• Leave or time‑off approvals
• Policy exceptions
• Access requests

IT & Operations

• Software procurement
• Infrastructure changes
• High‑risk system access

Best Practices for Approval Automation

• Use conditions to avoid unnecessary approvals
• Assign approvals to roles instead of individuals
• Add clear approval descriptions for faster decisions
• Combine with status updates for visibility
• Test workflows using sample tickets before production

Troubleshooting

Approval request did not get added to a newly created ticket

• Confirm the ticket met the configured conditions (example: correct Brand and Subject pattern).
• Confirm the rule was created under Ticket Automation → Create Ticket Triggers (not another trigger type).
• Confirm the ticket source is one of the supported creation sources (Portal, Email, Agent Portal, API, integrations).

Approval appears stuck or is not progressing

• Check whether any configured approver is inactive, which can stall the approval.
• If multiple approvers are required (for example, everyone), confirm all required approvers can respond.

Frequently Asked Questions (FAQs)

1. Can I add approvals to tickets created via API?
   Yes. API-created tickets trigger the Create Ticket workflow the same way as UI-created tickets.

2. Can I automatically add multiple approvers?
   Yes. Add multiple approvers in Approvers (up to 25).

3. Does an approval lock the ticket?
   The ticket remains active, and progress can be restricted depending on workflow design and status rules.

4. Can BoldDesk update ticket status after approval or rejection?
   Yes. Add workflow actions to update status after approval or rejection.

5. Should I assign approvers to roles or individuals?
   The source recommends assigning approvals to roles instead of individuals.

6. How do I avoid creating approvals for every ticket?
   Use conditions to target only tickets that require authorization.

Related Articles

• How to Approve or Reject Approval Requests via Email
• How to Automatically Add an Approval Request Using Update Ticket Trigger