Configuring Email Notifications for Unassigned Tickets in BoldDesk
BoldDesk allows you to notify agents or groups when tickets remain unassigned using Time Trigger and Create Ticket Trigger automation rules.
Create a Time Trigger Rule
This rule operates on an hourly basis. Follow the given steps to create a time trigger rule:
- Go to Admin > Ticket Automation > Time Triggers > Add Rule.
- Enter the Rule Name and Description (optional) on the create rule page.
- Choose Business Hours to be considered for the rule.
- Create the following condition and set action to notify a group when a ticket is unassigned to an agent.
Condition
Action
Here, the email will be sent to the ‘Technical Support Group’ when a ticket that was created 1 hour ago is still unassigned to an agent.
You can find out more details about how to run automation at scheduled intervals.
Create Ticket Trigger
Optionally, you can use Create Ticket Trigger to notify agents immediately when a new ticket is created without an assignee. To configure this,
When both the Create Ticket Trigger and Auto Assignment are configured with the same conditions, the Create Ticket Trigger takes precedence. This means that if a ticket meets the criteria for both, the actions defined in the Create Ticket Trigger will be executed first. As a result, in many cases, the Create Ticket Trigger will override the Auto Assignment settings, ensuring that its specified actions—such as assigning tickets to specific agents or groups—are applied.
- Navigate to: Admin > Ticket Automation > Create Ticket Triggers > Add Rule
- On the rule creation page:
- Enter a Rule Name and optional Description
- Choose whether to apply Business Hours
- Set the condition: Ticket created AND Assignee field is empty
- Define the action: Send Email notification to user.
You can also modify this rule according to your requirements. Additionally, agents can view unassigned tickets under the All Unassigned Tickets view in the Agent Portal > Ticket Module.
Frequently Asked Questions (FAQ)
Q1: Can I notify multiple teams about unassigned tickets?
Yes. You can configure the action to notify multiple groups or agents.
Q2: What’s the difference between Time Trigger and Create Ticket Trigger?
Time Trigger: Sends alerts based on elapsed time after an event.
Create Ticket Trigger: Sends alerts immediately when a ticket is created.
Q3: Can I apply these rules only during business hours?
Yes. Both triggers allow you to enable Business Hours filtering.
Q4: Can I modify the notification message?
Yes. You can customize the email content in the action settings.
