A custom field placeholder may appear empty in an email sent from BoldDesk even though the corresponding field contains a value in the ticket. This can occur when the custom field is not configured as visible to customers.

To allow the custom field value to appear in customer-facing email templates, enable Visible to user in the custom ticket field settings.

Enable the Custom Field for Customers

To enable the custom field value in customer-facing email templates:

1. Go to Admin > Fields and Forms > Ticket Fields.

2. Locate and open the custom ticket field used in the email template.

3. Under Configuration for Customer Portal, select Visible to user.

4. Save the custom field changes.

   

Understand the Related Customer Portal Options

After selecting Visible to user, BoldDesk displays additional customer portal settings for the field:

• User can edit: Allows customers to enter or modify the field value based on the enabled sub-options.
• Visible while creating the ticket: Displays the field when a customer creates a ticket.
• User can edit the value after submitting the ticket: Allows the customer to modify the field after ticket creation.
• Mandatory while creating or editing the ticket: Requires the customer to provide a value when creating or editing the ticket.

Troubleshooting

The Placeholder Is Still Empty

Confirm that:

• Visible to user is enabled for the custom field.
• The custom field contains a value in the ticket.
• The email template uses the correct custom field placeholder.
• The placeholder is supported in the selected email notification template.
• The custom field changes were saved before the email was sent.

The Field Is Visible, but Customers Should Not Edit It

Enable Visible to user, but do not enable User can edit. This allows the field value to be used in customer-facing content without allowing customers to modify it through the customer portal.

The Placeholder Displays a Value for Some Tickets but Not Others

Review the affected tickets and confirm that the custom field contains a value in each ticket. If the field is empty in a ticket, the corresponding placeholder may also appear empty in the email.

The Wrong Value Appears in the Email

Confirm that the email template contains the placeholder for the intended custom field. Also, verify the field value stored in the ticket before the notification is sent.

Permission

To enable Visible to user for a custom ticket field, the agent’s role must have the Manage fields and forms permission.

Frequently Asked Questions

1. Why is a custom field placeholder empty in an email template?
   The custom field may not contain a value, may not be supported by the selected template, or may not be configured as Visible to user.

2. How do I allow a custom field value to appear in a customer-facing email?
   Go to Admin > Fields and Forms > Ticket Fields, open the custom field, and enable Visible to user.

3. Does Visible to user allow customers to edit the field?
   Not by itself. To allow customers to edit the field, you must also enable User can edit and the applicable editing options.

4. Can I display the field value in an email without allowing customers to edit it?
   Yes. Enable Visible to user and leave User can edit disabled.

5. Will the placeholder display a value if the ticket field is empty?
   No. The ticket must contain a value in the corresponding custom field for the placeholder to display that value.

6. Should internal custom fields be made visible to customers?
   Only enable Visible to user when the field contains information that is appropriate for customers. Do not expose fields containing internal or sensitive information.