How to Send Email Notifications for Negative Customer Feedback
Use an Update Ticket Trigger to send an email notification to a specific group or user when a customer submits negative feedback. This setup is commonly used to ensure negative feedback is acknowledged quickly by a manager, escalation group, or a specific agent.
The Update Ticket Trigger evaluates and runs when Customer Feedback Added occurs on a ticket, and the added feedback has Satisfaction Feedback = Negative.
Trigger conditions (required)
The trigger must match both of the following:
- Event Type =
Customer Feedback Added - Satisfaction Feedback =
Negative
Trigger action (required)
- Send an email to the selected group or user.
Create the Update Ticket Trigger
To track negative customer feedback in tickets, do the following:
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Navigate to Admin → Ticket Automation → Update Ticket Triggers
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Select Add under Update Ticket Triggers.
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Enter Rule Name.
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(Optional) Enter Description.
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Configure the Conditions:
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Event Type:
Customer Feedback Added -
Satisfaction Feedback:
Negative
-
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Configure the Action to send an email to the required group or user.
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Click Add to save the trigger.
Email content: dynamic values (placeholders)
To insert ticket or customer values into the email content, use Insert Placeholders.
Insert Placeholders loads supported values dynamically at send time (for example, ticket attributes and customer-related values available to the email template).
Configuration reference (fields described in this article)
| Field | Description | Required | Notes |
|---|---|---|---|
| Rule Name | Name of the Update Ticket Trigger | Required | Used to identify the automation rule. |
| Description | Additional description for the trigger | Optional | No functional impact described. |
| Event Type | The ticket event that evaluates the trigger | Required | Must be Customer Feedback Added for this use case. |
| Satisfaction Feedback | Feedback type used for matching | Required | Must be Negative for this use case. |
| Email recipient (Group/User) | Target recipient for the email action | Required | Select the group or user who should receive the notification. |
| Insert Placeholders | Inserts dynamic values into the email content | Optional | Used to populate email content with runtime values. |
Troubleshooting (when the email is not sent)
The trigger does not run
- Confirm the trigger Conditions match exactly:
- Event Type is
Customer Feedback Added - Satisfaction Feedback is
Negative(not neutral/positive)
- Event Type is
The email is sent to the wrong audience
- Verify the selected group or user in the trigger Action.
The email content is missing ticket/customer details
- Confirm the email body uses Insert Placeholders for dynamic fields (static text will not change per ticket).
Frequently Asked Questions (FAQs)
1) How do I send an email alert when a customer submits negative satisfaction feedback in BoldDesk?
Use an Update Ticket Trigger that runs on the event Customer Feedback Added and matches Satisfaction Feedback = Negative, then add an email action to notify a selected group or user.
2) Which exact trigger conditions must I set to email a group/user only for negative feedback?
Set both required conditions:
- Event Type =
Customer Feedback Added - Satisfaction Feedback =
Negative
If either condition is different (for example, Neutral or Positive), the trigger will not send the email.
3) How do I include ticket and customer details (like ticket ID, subject, requester) in the notification email?
Use Insert Placeholders in the email body. Placeholders insert dynamic ticket/customer values at send time. If you type only static text, the email won’t automatically include ticket-specific or customer-specific details.
