Event triggers automatically perform actions when specified events occur and the rule’s conditions are met. Rules execute in top‑down order on the listing page, and you can drag and drop to reorder them anytime.

Event Trigger Condition

You can add conditions using AND and OR logic. Condition fields are classified into:

• System fields
• Custom fields

System Fields

The following system fields are available:

Custom Fields

You can also use custom fields from Ticket, Contact, and Contact Group modules in conditions.

Event Trigger Action

When a rule matches, the following actions can be applied:

• Field Update
• Assignment Action
• Email Notification
• Comment Addition

Field Update

Event trigger automation updates the following system and custom fields with the respective values chosen in action,

Assignment Action

Event trigger assigns the ticket to either a specified group or an agent.

Email Notification

Time trigger sends the notification to the specified user with the provided message.

Comment Addition

Event trigger adds a note with the specified message to the matched tickets.

Event triggers can be further classified as follows,

• Create ticket triggers
• Update ticket triggers

Create Ticket Triggers

The create ticket triggers perform a set of actions on ticket creation if the rule condition matches the ticket.

Some of the use cases are,

• Add a user to the watchers’ list.
• Add some tags.
• Change the ticket priority based on the customer.

Refer to the below video to know more about Create Ticket Workflow Automation,

Follow the given steps to create an automation rule,

1. Go to Admin → Ticket Automation → Create Ticket Triggers.

2. Click Add Rule.

3. Enter a Rule Name and Description.

4. Build conditions using fields with AND/OR logic.

5. Click Add new condition to include a new condition.
   

   
   
   

6. Click Next, then select Actions to apply.
   

   
   
   

7. Click Add to save the rule; you’ll be redirected to the listing page.
   

   
   
   

8. Reorder rules by drag and drop as needed.

9. From the listing, you can Edit, Deactivate, or Delete a rule.
   

   
   
   

Update Ticket Triggers

The update ticket triggers perform a set of actions on ticket updates if the rule condition matches the ticket. The rule will be executed on events such as adding a reply, adding a note, updating a property, and receiving customer feedback.

Some of the use cases are,

• When the requester and agent reply count exceeds n number, change the priority to high.
• Send notification to the manager when negative feedback is received.

Refer to the below video to know more about Update Ticket Workflow Automation,

Follow the given steps to create an automation rule,

1. Select the Admin module in the left menu.

2. Choose Update Ticket Triggers from the Ticket Automation menu.

3. Click Add Rule on the top palette.

4. Enter the Rule Name and Description on the create rule screen.

5. Choose the fields from the list to frame a condition for determining the tickets to which the rule will be applied in AND and OR conditions.

6. Click Add new condition to include a new condition.
   

   
   
   

7. Click Next and select the actions to be applied to the tickets.
   

   
   
   

8. Click Add to save the rule. On successful rule creation, the confirmation message will be shown and you will be redirected to the listing page. You can change the order of the rule by drag and drop.
   

   
   
   

9. You can edit, deactivate, and delete the rule on the listing page.
   

   
   
   

Understand How Automation Rules Can Affect Subsequent Rules

Update Ticket Triggers and Time Triggers run according to their configured order. An earlier rule can update ticket properties used in the conditions of a subsequent rule.

As a result, the action performed by one rule can cause the ticket to satisfy another rule in the same automation category.

This behavior does not apply to Create Ticket Triggers in the same way. Create Ticket Triggers evaluate the original ticket-creation event. An action performed by one Create Ticket Trigger does not create another ticket-creation event.

Update Ticket Triggers

Update Ticket Triggers run when an existing ticket receives a supported update.

An action performed by one Update Ticket Trigger can update the ticket and satisfy the conditions of another Update Ticket Trigger.

For example:

In this example:

1. The ticket Priority changes to High.
2. The first Update Ticket Trigger adds the Urgent tag.
3. The tag update causes the ticket to satisfy the second rule.
4. The second rule assigns the ticket to the Escalation group.

Time Triggers

Time Triggers evaluate eligible tickets hourly and run from top to bottom according to their order in the Time Triggers list.

An earlier Time Trigger can update a ticket field used by a subsequent Time Trigger. The subsequent rule evaluates the updated ticket and can run if its conditions are satisfied.

For example:

In this example:

1. The first Time Trigger identifies a ticket that has remained Pending for 48 hours.
2. The rule changes the ticket Status to Solved.
3. The second Time Trigger evaluates the updated ticket.
4. Because the ticket now has the Solved status, the second rule can change it to Closed.

Eligible tickets can also be evaluated during later hourly cycles if they continue to meet the configured conditions.

Create Ticket Triggers

Create Ticket Triggers run during the original ticket-creation event.

If multiple Create Ticket Triggers have the same or overlapping conditions, each qualifying rule is evaluated according to its configured order. However, an action performed by one Create Ticket Trigger does not create another ticket-creation event.

Prevent Conflicting or Repeated Automation

Review the rule order when multiple Update Ticket Triggers or Time Triggers:

• Use overlapping conditions.
• Update the same field.
• Assign tickets to different agents or groups.
• Add or remove the same tag.
• Change Status, Priority, Type, or Category.
• Send similar email notifications.
• Add repeated replies or notes.

Avoid rules that repeatedly reverse each other’s changes.

For example:

These rules can produce repeated or unintended ticket updates.

To prevent repeated execution:

• Use specific conditions that match only the intended tickets.
• Include transition-based conditions when available.
• Configure actions that make the original conditions false.
• Avoid rules that reverse changes made by another rule.
• Place dependent rules in the required execution order.
• Review automation results using the ticket history.

Frequently Asked Questions

1. What are event triggers in ticket automation, and when do they run?
   Event triggers automatically perform actions when a defined event happens (like ticket creation or ticket update) and the rule’s conditions are met.

2. What is the difference between Create Ticket Triggers and Update Ticket Triggers?

   • Create Ticket Triggers run right after a ticket is created.
   • Update Ticket Triggers run when a ticket is updated (e.g., a reply or note is added, a property changes, or feedback is received).

3. How do I define conditions for a trigger?
   Build conditions using AND and OR logic. Use Add new condition to include more statements. The rule runs only when the whole condition evaluates to true.

4. Which fields can I use in setting conditions?
   You can use System fields and Custom fields.
   System fields include: Subject, Description, Email Received At (the mailbox that created the ticket), Brand, Category, Status, Priority, Type, Source, Assigned Agent, Assigned Group, Tag, Visibility (public/private), Creator, Requester, Requester Email, Contact Group.
   Custom fields can come from Ticket, Contact, and Contact Group modules.

5. Which field updates are supported?
   You can Set Status, Set Priority, Set Type, Set Category, Set Subject, Add/Remove Tag, Add/Remove CC (adds only if the CC isn’t already present), and Add Watcher.

6. How does assignment work?
   Use Set assignee to assign tickets to a Group, to an Agent, or to an Agent within a specific Group.

7. Can triggers send emails or add internal notes, and are those notes visible to customers?
   Yes. Triggers can Send Email to User or Send Email to Group and support placeholders to insert ticket details dynamically. Triggers can also Add Private Note, which is internal and not visible in the customer portal.

8. How do I create and manage triggers?

   • Create Ticket Triggers: Go to Admin → Ticket Automation → Create Ticket Triggers, click Add Rule, enter Rule Name and Description, set conditions, click Next to choose actions, then Add to save.
   • Update Ticket Triggers: Go to Admin → Ticket Automation → Update Ticket Triggers and follow similar steps.
     From the listing page, you can drag and drop to reorder, and Edit, Deactivate, or Delete rules.

9. How do I automatically add a tag to tickets created from a specific email?
   Within Admin → Ticket Automation, create a Create Ticket Trigger. Specify the condition, such as Requester Email → Is → (specific email). Next, include the action Add Tag.

Related Articles

1. Automation Rules in BoldDesk: Boost Productivity with Triggers
2. How to Send Ticket Reminder Emails using Time Triggers