In BoldDesk, Brand can only be mapped to Category or Status. However, you can enforce brand‑specific Type values by configuring a cascading field dependency mapping Brand to Category, and then Category to Type to ensure users see only the relevant options at each step during ticket creation. Explore How to Use Field Dependency for Creating a Cascading Dropdown for more insights.

What this Setup Achieves

• End-users and agents see only the Category options allowed for the selected Brand.
• After a Category is selected, users see only the Type options allowed for that Category.
• The combination results in Brand-specific Type behavior through the intermediate Category dependency.

Prerequisites and Constraints

• There is no direct method to link Brand to Type.
• If Category → Type dependency is configured but Type values are not explicitly restricted per Category, all Types related to that Brand can appear during ticket creation.

Dependency Requirement

To achieve Brand-specific Type values, both dependencies must exist:

1. Brand → Category
2. Category → Type
   
   
   
   
   

Dependency 1: Map Brand (Parent) to Category (Child)

Configuration intent

Control which Categories appear when a user selects a Brand.

Steps

1. Open Field Dependency in BoldDesk (same area used for cascading dropdown configuration).

2. Add a new dependency rule:

   • Parent Field: Brand
   • Child Field: Category

3. For each Brand, select the Categories that should be shown.
   

   
   
   

4. Click Update to save the dependency.

Result

When a user selects a Brand, only the mapped Categories appear.

Dependency 2: Map Category (Parent) to Type (Child)

Configuration intent

Control which Type values appear after a user selects a Category.

Steps

1. In Field Dependency, add another dependency rule:

   • Parent Field: Category
   • Child Field: Type

2. For each Category, select the Type values that should be shown.
   

   
   
   

3. Click Update to save the dependency.

Result

• When a user selects a Category, only the mapped Type values appear.

Troubleshooting (Field Dependency)

Type values still appear for both brands

• Confirm both dependency rules exist:
  • Brand → Category
  • Category → Type
• Confirm that Category → Type includes explicit Type selections for each Category (not left unspecified).

All Type values appear after selecting a Category

Update the Category → Type dependency and select only the required Type values for that Category, then click Update.

Frequently Asked Questions

1. Can I map Brand directly to the built-in Type field?
No. BoldDesk currently supports mapping Brand only to Category or Status, not directly to Type.

2. How can I prevent Type values from showing in both brands?
Use Field Dependency to create a cascade: Brand → Category → Type.

3. Why do I still see all Type values after configuring Category → Type?
If the Category → Type dependency does not restrict Type values per Category, BoldDesk can display all Types related to that brand during ticket creation.

4. Do I need to configure both dependencies, or is Category → Type enough?
You need both if the goal is Brand-specific behavior. Category → Type alone does not enforce Brand separation unless Categories are already segregated by brand.

5. What if the same Category is used in multiple brands?
Then Category → Type mappings can unintentionally apply across brands. Consider creating brand-specific Categories or using a separate custom field approach.

Related Articles

1. How to Add a New Custom Field to a Ticket Form in BoldDesk
2. How to Manage Fields and Forms in BoldDesk
3. How to Use Field Dependency for Creating a Cascading Dropdown