Automation Rules in BoldDesk: Boost Productivity with Triggers
Automation rules (also called triggers or workflows) are business rules that perform repeated ticket-related actions automatically to improve agent productivity.
Common Actions Supported
Automation rules can perform actions such as:
- Route ticket to the appropriate support team
- Send notifications to user, agent, or group
- Add watchers or CC recipients
- Add tags
- Add a private note
- Update ticket properties
Available Condition Fields
Conditions can be based on:
- Ticket properties (status, priority, category, etc.)
- Requester properties
- Contact group properties
- Custom fields
Rule Execution Order
Rules run in the order they are listed. You can reorder rules as needed.
Types of Automation Rules in BoldDesk
BoldDesk supports four main types of automation rules:
- Auto Assignment
- Create Ticket Triggers
- Update Ticket Triggers
- Time Triggers
Each rule consists of conditions and actions. A rule executes only when its conditions are met.
Auto Assignment Rule
- Automatically assigns incoming tickets to a specific team or group based on ticket properties.
- Uses round-robin logic to distribute tickets evenly among agents.
- Executes during ticket creation or update only if assigned agent and group are empty.
- The first matching rule is applied; remaining rules are ignored.
- You can also add watchers related to the assigned group.
Create Ticket Triggers
- Executes during ticket creation if conditions match.
- Common use cases:
- Add user to watchers list
- Add tags
- Assign ticket directly to an agent
Update Ticket Triggers
- Executes when a ticket is updated and conditions match.
- Triggered by events such as:
- Reply added
- Note added
- Property update
- Customer feedback added
- Common use cases:
- If requester and agent reply count exceeds a threshold, change priority to High
- Notify manager when negative feedback is received
Time Triggers
- Runs every hour on unclosed tickets if conditions match.
- Common use cases:
- Notify group if ticket is unassigned for X hours
- Auto-solve ticket if waiting for customer response for X hours
- Auto-close ticket if solved for X hours
Time Trigger Criteria
- A ticket can participate up to 100 times in its lifecycle.
- Only unclosed tickets updated within 30 days are eligible.
- To prevent endless loops:
- Use hour-based conditions so rule matches only once
- Change ticket properties in actions so conditions become false after execution
The placeholder for private and public notes actions is only accessible within event triggers (for example, create and update ticket triggers) and is not supported in time triggers.
Frequently Asked Questions (FAQs)
Q1: Can I reorder automation rules?
Yes, rules run in the listed order, and you can reorder them.
Q2: What happens if multiple rules match?
The first matching rule executes; others are ignored.
Q3: How often do time triggers run?
Every hour, up to 100 times per ticket lifecycle.
