How to Notify a Requester When a Ticket is Assigned to an Agent

When a ticket is assigned to an agent, there are two options for notifying the requester, namely:

• Email notifications: In email notifications, the liquid feature can be used to notify the requester about the agent details, whether the agent is auto-assigned or manually assigned to the ticket at the time of creation.

• Update ticket trigger: After ticket creation, if it gets assigned, you can notify the requester using an update ticket trigger.

Using email notifications

In BoldDesk, when a ticket is created, the default New Ticket Created email notification is automatically sent to the requester. So, you can notify the requester about the assigned agent by utilizing the liquid feature within this default template. The automated email will include the agent’s name for their reference.

URL for the template
agent/admin/email-notifications/27/templates/18

Liquid feature is used to build dynamic content within the email notification templates. By applying specified conditions, the email notifications will be sent accordingly.

To learn more about how to use the Liquid feature in email templates, refer to this article.

Using update ticket trigger

When a ticket is assigned to an agent after it has been created, you can use the Update Ticket Triggers to notify the requester about the ticket assignment to the agent.
To create a ticket trigger rule, follow the given steps:

1. Go to Admin> Ticket Automation > Update Ticket Triggers> Add Rule.
2. Enter the Rule Name and Description (optional) on the create rule page.
3. Create the following conditions and set an action to notify the requester when an agent is assigned their ticket.

Condition

Related Article

• To know more about how to manage email notifications, refer to this article.
• To find more details about update ticket trigger, refer to this article.