BoldDesk does not send a general new-ticket notification to every agent when a ticket is created. An agent receives the applicable email notification when the agent:

• Is assigned directly to the ticket.
• Belongs to the group assigned to the ticket.
• Is added as a watcher.
• Is selected as a recipient in a custom trigger-generated email.

You can assign tickets manually during ticket creation or automatically using Auto-Assignment or a Create Ticket Trigger. You can also add agents as watchers when they need to receive updates without being assigned to the ticket.

Check out this video tutorial for more information:

Prerequisites

Before configuring new-ticket notifications, ensure that:

• Your role has permission to Manage auto-assignments and Manage email notification and templates.
• The required agents and groups are active.
• The applicable email-notification events are enabled.
• The correct notification template is selected for the ticket’s Brand.

Choose a Notification Method

Use the following options based on who should receive the notification:

Assign New Tickets Using Auto-Assignment

Use Auto-Assignment when newly created tickets should be distributed automatically among eligible agents.

To configure Auto-Assignment:

1. Go to Admin > Automation > Auto-Assignment.

2. Click Add Rule.

3. Enter a descriptive rule name and an optional description.

4. Select the applicable ticket conditions.

5. Click Add new condition to include additional conditions, if required.

6. Select the group and eligible agents to whom matching tickets should be assigned.

7. Configure the remaining assignment settings.

8. Save and activate the rule.

   

When a matching ticket is assigned, the applicable assignment notification can be sent to the assigned agent or members of the assigned group.

Assign Tickets or Add Watchers Using a Create Ticket Trigger

Use a Create Ticket Trigger when newly created tickets that meet specific conditions should be assigned to an agent or group, or when selected agents should be added as watchers.

To configure a Create Ticket Trigger:

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

2. Click Add Rule.

3. Enter a descriptive Rule Name and optional description.

4. Configure the applicable conditions under:

   • All of these conditions for AND logic.
   • Any of these conditions for OR logic.

5. Click Add new condition to include additional conditions, if required.

6. Click Next.

7. Configure the required action to:

   • Assign the ticket to an agent.
   • Assign the ticket to a group.
   • Add one or more agents as watchers.
   • Send a custom email to selected recipients.

8. Save and activate the rule.

   

Enable Notifications for Assigned Agents and Groups

Go to:

Admin > Email Notifications > Agents

Enable the applicable events:

• Ticket Assigned to Agent: Notifies the agent when a ticket is assigned directly to the agent.
• Ticket Assigned to Group: Notifies members of the group when a ticket is assigned to that group.

If you use multiple Brands, open each notification event and verify that:

• The event is enabled for the affected Brand.
• The correct email template is selected for that Brand.

Enable New-Ticket Notifications for Watchers

To notify watchers about newly created tickets, enable the New Ticket Created event for watchers under Admin > Email Notifications.

The New Ticket Created watcher event must be enabled for the added watchers to receive the applicable notification.

Send a Custom Notification to Specific Agents

If an agent should receive an email without being assigned to the ticket or added as a watcher, configure a Create Ticket Trigger with the Send Email To User action.

Use this method when you need to:

• Select specific agents or groups.
• Apply additional ticket conditions.
• Customize the email subject and message.
• Include supported ticket placeholders.

Test the Notification Configuration

After completing the configuration:

1. Create a test ticket that meets the configured conditions.
2. Confirm that the ticket is assigned to the expected agent or group, or that the expected watcher is added.
3. Verify that the applicable email-notification event runs.
4. Confirm that the intended recipient receives the email.
5. Review the selected template and Brand configuration if the notification is not received.
6. Check whether another automation sends a duplicate notification.

Troubleshooting

The Assigned Agent Does Not Receive the Notification

Confirm that:

• The ticket is assigned directly to the agent.
• Ticket Assigned to Agent is enabled.
• The event is enabled for the ticket’s Brand.
• The correct template is selected.
• The agent’s email address is valid.
• The recipient address is not blocked or suppressed.

Group Members Do Not Receive the Notification

Confirm that:

• The ticket is assigned to the expected group.
• The agents are active members of that group.
• Ticket Assigned to Group is enabled.
• The event is enabled for the affected Brand.
• The correct template is selected.

A Watcher Does Not Receive the New-Ticket Notification

Confirm that:

• The agent was added as a watcher when the ticket was created.
• New Ticket Created is enabled for watchers.
• The event is enabled for the affected Brand.
• The watcher has a valid email address.

The Rule Does Not Assign the Ticket or Add the Watcher

Confirm that:

• The automation rule is active.
• The ticket meets the configured conditions.
• The rule order does not prevent the required rule from running.
• The selected agents and groups are active.
• The required action is configured correctly.

The Agent Receives Duplicate Emails

Review whether the same agent qualifies through multiple notification paths, such as:

• Direct assignment
• Assigned-group membership
• Watcher
• Create Ticket Trigger email recipient
• Another active automation rule

Disable or revise the unnecessary notification path.

Frequently Asked Questions

1. Does BoldDesk notify every agent when a new ticket is created?
   No. BoldDesk does not send a general new-ticket notification to every agent. An agent must qualify through direct assignment, assigned-group membership, watcher status, or a custom automation-recipient configuration.

2. How can I notify the agent assigned to a new ticket?
   Assign the ticket to the agent and enable Ticket Assigned to Agent.

3. How can I notify all agents in the assigned group?
   Assign the ticket to the group and enable Ticket Assigned to Group.

4. How can I notify an agent without assigning the ticket to that agent?
   Add the agent as a watcher and enable New Ticket Created for watchers. Alternatively, send a custom notification through a Create Ticket Trigger.

5. Can watchers be added automatically?
   Yes. Use a Create Ticket Trigger to add selected agents as watchers when a new ticket meets the configured conditions.

6. Why does an agent not receive a notification after being assigned?
   Verify that the applicable assignment event is enabled for the ticket’s Brand and that the correct email template is selected.

7. Can a Create Ticket Trigger send a custom email to selected agents?
   Yes. Use the Send Email To User action and select the required recipients.

Related Articles

1. How to Manage and Personalize Email Notifications
2. Sending Email Notifications for Unassigned Tickets