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.

   • 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 event, ticket, requester, Contact Group, or custom field.

     • Select the applicable operator.

     • Select or enter the required value.

     • Click Add new condition to add another mandatory condition.

     • Repeat these steps for every condition that must match.

       

   • 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 these steps for the remaining alternatives.

       

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.

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 Update Ticket Trigger.
• Active and Inactive tabs to display 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 Update Ticket Trigger and review its configuration. These options are useful when multiple triggers are configured or when you need to confirm a trigger’s conditions and actions before editing, deactivating, or deleting it.

The Active and Inactive tabs organize Update Ticket Triggers according to their current status. After locating a trigger, use View Summary to review its Business Hours, conditions, and actions without opening the trigger for editing. Reviewing the summary can help you confirm that you selected the correct rule before making changes.

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 rule details, Business Hours, update conditions, actions, or activation status no longer meet the current automation requirements.

Use Edit to change the rule name, description, conditions, or actions. Use Deactivate when the automation must stop temporarily while retaining its configuration. Use Activate when an inactive trigger should resume evaluating qualifying ticket updates.

Review and test the trigger after editing or activating it. Changes to an active Update Ticket Trigger can affect existing tickets when a supported update occurs and the updated ticket satisfies the configured conditions.

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 the delete and export options to remove an unnecessary Update Ticket Trigger or retain its configuration information for authorized review and documentation.

Delete a trigger only when its configuration is permanently unnecessary. Deleting a trigger permanently removes its conditions and actions. If the automation might be required again, deactivate the trigger instead.

Use Export to download the available Update Ticket Trigger information as an Excel file. The exported information can be used for authorized auditing, backup, internal documentation, or configuration review.

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 sequence and monitor the number of configured rules against the available account limit.

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

Use the rule counter to compare the number of configured Update Ticket Triggers with the available limit. Review the execution order whenever a trigger is added, edited, 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