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Help Desk Automation

Automation rules assist in creating customized workflows to perform recurrent manual tasks at each stage of the ticket life cycle, reducing manual effort and increasing agent productivity.

Automation rules

Automation rules allow you to set up a workflow that executes actions when certain conditions are satisfied. Ticket, requester, and contact group properties are available in the workflow. The supported actions are:


Update ticket properties

Updates ticket attributes such as status, priority, and custom fields, among others.


Send notification

Sends a custom email to the ticket requester or the assigned agent or group.


Add private note

Adds notes to tickets to remind an agent or to track events.


Add tags

Adds or removes ticket tags, which are used to segmentize tickets.

Auto-assignment rule

The auto-assignment rule watches incoming tickets and assigns them to a particular agent or group within your company based on the first matched rule.

Pick the right team automatically

A ticket is assigned to the correct team based on the condition configured in the rule, avoiding unnecessary redirecting between teams.

Evenly distribute tickets

Tickets are evenly distributed to available agents by round-robin logic.

Improve first-response time

Tickets will not remain unassigned for long thanks to automatic assignments..

Event-trigger automation rule

Event-trigger automation performs certain actions when a specified event occurs.

Time-trigger automation rule

Time triggers enable automated rules to perform repeated sets of actions based on selected criteria for every hour. These triggers perform cleanup and maintenance tasks by doing the following:

Notifying a group if the ticket is not assigned to an agent for n number of hours.

Automating the follow-up to save an agent’s time.

Auto-solving the ticket if it waits on customer status for more than n number of hours.

Auto-closing the ticket if it is in a solved state for more than n number of hours.

Work schedule

A work schedule defines business hours and holidays for your support team.

Set a reasonable deadline

The service level agreement (SLA) sets realistic response and resolution due dates based on business hours.

Create multiple business hours

Your support team is responsible for several customers in various time zones. BoldDesk allows you to create multiple business hours and holiday lists to fit your team's needs.

Define a rule based on business hours

You can set up notifications for customers when they create or respond to tickets during holidays using automation rules, and you can set those rules to execute during business hours, non-business hours, or holidays.

Service level agreement (SLA)

A service level agreement, or SLA, helps to automatically set the response and resolution times that your support team should provide for a ticket. Set different work hours and holidays for a support team distributed across different time zones in accordance with the business hours used in the SLA.

SLA performance metrics

SLAs enforce three metrics on the ticket to meet the service commitment given to customers: First response time Next response time Resolution time


To speed up the process, a reminder email will be sent to the agent before the response/resolution date.


The SLA will be breached if the agent fails to react to the ticket within the SLA’s response/resolution date, and an escalation email will be sent.

Automation benefits

Automation rules affect support response and resolution times as follows:

Improving agent productivity

Eliminating manual effort at every level of the ticket life cycle, allowing agents to focus on resolving customer issues instead.

Avoiding human error

Improving the support process by reducing human involvement and therefore human error.

Reminding agents to act promptly

Sending reminders to agents to prevent tickets from remaining unassigned or unaddressed for a long time.

Prioritizing support tickets

Monitoring tickets to know when to move them to the top of the agent queue when the agent or requester response surpasses a certain number, receives negative feedback, etc.


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