How to Send Ticket Reminder Emails using Time Triggers

You can use the Time Trigger to send a reminder email to users. The following are some of the users who can receive the reminder email:

Assigned Agent / Specific Agent
Assigned Group / Specific Group
Creator
Requester

Create a time trigger rule

Follow the given steps to create a time trigger rule:

Select the Admin module in the left menu.
Choose the Time Triggers from the Ticket Automation menu.
Click the Add Rule option on the top palette.
Enter the Rule Name and Description on the create rule screen.
Choose any business hours or calendar hours to be considered for the rule.
Select the required fields from the drop-down list to frame a condition for the tickets to which the rule will be applied in AND and OR conditions.
Click the Add new condition option to include a new condition.
Click the Next option and select the Send Email To User/ Send Email To Group action.
Click the Add option to save the rule.

Now, the rule will be created and listed on the listing page. You can change the order of the rule by dragging and dropping.

Create the following condition and action to send the agent a reminder email

Condition

Action

Here, the email will be sent to the Assigned Agent when the Resolution due reaches 48 hours and the ticket status is not in Solved and Closed.

Create the following condition and action to send the requester a reminder email

Condition

Time‑trigger automations in BoldDesk do not currently support a “Not in” operator for tag‑based conditions. If you need an automation to run only when a specific tag is not present, you can use an effective workaround:
Create the condition using “All” and select every tag except the one you want to exclude. This ensures the automation runs only when the excluded tag is not applied to the ticket.
This approach replicates the behavior of a “Not in” filter using the options available in the time‑trigger condition builder.

Action

If your reminder emails are being sent without ticket details, it’s likely because the email template used in the automation does not include the correct placeholders.

To ensure that ticket-specific information (such as the latest comment, subject, or requester name) is included in the reminder email:

You must configure the email template used in the automation rule to include relevant placeholders.
Placeholders are dynamic tags that automatically pull ticket data into the email when it is sent. For example, they can insert the ticket subject, latest comment, or requester name.
Without these placeholders, the email will be sent with generic content, lacking the context needed for the recipient to understand which ticket the reminder refers to.

This configuration is especially important when sending reminders to requesters or agents, as it helps them quickly identify the ticket and take appropriate action. For more details on how to configure and use placeholders in email templates, explore further instructions about Supported Email Notification Templates Placeholders in BoldDesk.

Here, the email will be sent to the Requester when the ticket status is Waiting for Customer for 48 hours, and ticket visibility is public.

Explore further instructions about Hour-based fields and How to Run a Automation at Scheduled Intervals?.

FAQs

Can a time trigger run immediately instead of waiting for hours to pass?
No. Time Trigger automations activate only according to hour‑based conditions, not instantly.
Can I send different reminder emails to different agent groups?
Yes. Create multiple Time Trigger rules and use Send Email to Group with conditions unique to each group.
Will a reminder trigger if the ticket is private?
No. If the rule requires public visibility, private tickets will not trigger the reminder.
Can time triggers update ticket fields besides sending emails?
Yes. Time Triggers support additional actions such as Update Fields, Add Tag, or Change Status.

How to Use a Time Trigger to Automatically Solve a Ticket
How to Use a Time Trigger to Automatically Close a Ticket

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