Update Ticket Triggers in BoldDesk automatically perform predefined actions when an existing ticket is updated and 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-update processes.

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

Prerequisite

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

Create an Update Ticket Trigger

To create an Update Ticket Trigger:

1. Go to Admin.

2. Under Ticket Automation, select Update 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.

   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 update event or field transition that should run the trigger.

8. Configure the required ticket conditions:

   • Under Apply this rule to the tickets that meet All of these conditions, add the conditions that every ticket must satisfy.

     

   • Under Apply this rule to the tickets that meet Any of these conditions, add alternative conditions when a ticket needs to satisfy only one of them.

     

   For each condition:

   • Click Select a Field.
   • Select the required event, ticket, requester, Contact Group, or custom field.
   • Select an operator.
   • Select or enter a value.
   • Click Add new condition to add another condition.

9. Review the configured conditions.

10. Click Next.

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

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

12. Configure the values required by the selected action.

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

14. Review the configured actions.

15. Click Add to save the rule.

    

Manage Update Ticket Triggers

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

To open the page:

1. Go to Admin.

2. Under Ticket Automation, select Update Ticket Triggers.

3. Open the Active or Inactive tab based on the trigger you want to manage.

   

Find and Review Triggers

Use the search and summary options to locate an Update Ticket Trigger and review its configuration before making changes. The Active and Inactive tabs organize triggers by status, while View Summary displays the selected trigger’s Business Hours, conditions, and actions without opening it for editing.

Search for an Update 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 an Update 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 an Update Ticket Trigger when its configuration or activation status no longer meets your automation requirements. Use Edit to update the rule, Deactivate to pause it while retaining its configuration, or Activate to resume processing qualifying ticket updates. Review and test the trigger after making changes.

Edit an Update 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 trigger conditions.

6. Click Next.

7. Review and update the configured actions.

8. Save the changes.

Deactivate an Update 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 dialog without deactivating the trigger.

7. Open the Inactive tab.

8. Confirm that the trigger appears in the list.

   

The trigger stops evaluating ticket updates while it remains inactive.

Activate an Inactive Update Ticket Trigger

Activate an inactive trigger when its automation should begin processing qualifying ticket updates 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 dialog without activating the trigger.

7. Open the Active tab.

8. Confirm that the trigger appears in the list.

   

The trigger begins evaluating qualifying ticket updates after activation.

Remove and Export Triggers

Use Delete to permanently remove an unnecessary Update Ticket Trigger, or Export to download its information as an Excel file for authorized review, backup, auditing, or documentation. Deactivate the trigger instead of deleting it if the automation might be required again.

Delete an Update 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 permanent-deletion message.

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

   

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

Export Update Ticket Trigger Information

You can export the configured Update 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 file.

5. Review the exported Update Ticket Trigger information.

Organize Triggers

Organize active Update Ticket Triggers to control their execution order and monitor the available rule limit. Place specific rules before broader rules to reduce conflicting actions, and review the rule order whenever a trigger is added, modified, activated, or moved.

Reorder Update 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 ticket update.

Review the Update Ticket Trigger Limit

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

Troubleshooting

A Custom Field Condition Does Not Match

Confirm that:

• The custom field exists.
• The field is available for the applicable ticket form and brand.
• The selected operator is compatible with the field type.
• The configured value matches the custom-field value when an exact match is required.
• The ticket update saved the custom-field value.

An Unexpected Trigger Processes the Ticket First

Review the Update Ticket Trigger execution order.

Place specific triggers before broader triggers, remove conflicting actions, and test the affected rules after changing their order.

Frequently Asked Questions

1. What is an Update Ticket Trigger in BoldDesk?
   An Update Ticket Trigger is an automation rule that performs configured actions when an existing ticket is updated and satisfies specified conditions.

2. What is the difference between a Create Ticket Trigger and an Update Ticket Trigger?
   A Create Ticket Trigger evaluates a ticket when it is created. An Update Ticket Trigger evaluates an existing ticket after a supported update occurs.

3. Can an Update Ticket Trigger assign a ticket to an agent or group?
   Yes. Add the applicable assignment action in the Set Action step.

4. Can an Update 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. BoldDesk Event Triggers: Conditions, Actions, and Rule Order
3. How to Automatically Add an Approval Request Using Update Ticket Trigger
4. How to Automatically Add a Ticket Reply Using Triggers
5. How to Automatically Share Tickets Using Create and Update Triggers