Notify Users About Tickets Created During Holidays in BoldDesk
You can notify users who create tickets on holidays or during non-business hours by using the Create Ticket Triggers.
- Go to Admin > Ticket Automation > Create Ticket Triggers > Add.
- Add the Rule Name and Description (optional) to the trigger.
Settings for holidays
Conditions
This is an example of a business hour (Office Business Hours). You can make your own business hour based on your requirements.
Actions
Settings for Non-business Hours
Conditions
Actions
- If a ticket is created on holidays or during non-business hours of the selected business hour, the email notification will be sent to the ticket’s requester.
- To change the email content dynamically, use the Insert Placeholders option and select the System/Custom Placeholders to insert values dynamically while sending an email.
FAQs
-
Can I apply different holiday‑based notifications for different brands?
Yes. Each brand may have its individual configuration for Create Ticket Triggers and Business Hours. -
Is it possible to send distinct email templates for holiday tickets compared to those received outside business hours?
Yes. Each trigger may utilise its own Send Email action along with distinct template content. -
Can Business Hours be assigned per department or category?
No. Business Hours in BoldDesk are configured at the organisational level, not per department or ticket category. -
Will holiday triggers work if I have multiple Business Hours schedules?
Yes. You can create multiple schedules, and each trigger can reference a different Business Hours set. -
Can I add multiple conditions inside the same Create Ticket Trigger?
Yes. It is possible to combine several conditions using AND/OR logic to specify when the notification should be sent.
