You can use custom JavaScript to rename the Subject and Description field labels displayed on the ticket creation page of the BoldDesk customer portal.

For example, you can rename:

• Subject to Title
• Description to Reason

This customization changes only the field labels displayed on the customer portal ticket creation page. It does not rename the underlying BoldDesk ticket fields or change the field labels displayed in the Agent Portal.

Prerequisite

Before applying the customization, ensure that your role has the Manage Settings permission.

Rename the Subject and Description Field Labels

To rename the Subject and Description field labels:

1. Go to Admin > Customer Portal.

2. Select the brand whose customer portal you want to customize.

3. Open Customization.

4. Locate the Custom JS section.

   

5. Paste the following JavaScript:

   document.querySelector('.subject').querySelector('.custom-field-label').innerText = 'Title';
   document.querySelector('.description').querySelector('.custom-field-label').innerText = 'Reason';
   

6. Replace Title and Reason with the field labels you want to display, if required.

7. Save and publish the customer portal changes.

8. Open the ticket creation page in the customer portal and verify the updated field labels.

For instructions on adding custom JavaScript to the customer portal, learn How to Customize the BoldDesk Customer Portal.

Customize the Field Labels

In the provided JavaScript:

• Title replaces the Subject field label.
• Reason replaces the Description field label.

To display different labels, replace Title and Reason with the required text.

For example, the following JavaScript displays Issue Title and Issue Details:

document.querySelector('.subject').querySelector('.custom-field-label').innerText = 'Issue Title';
document.querySelector('.description').querySelector('.custom-field-label').innerText = 'Issue Details';

Before Customization

Before applying the custom JavaScript, the ticket creation page displays the default Subject and Description field labels.

After Customization

After applying the custom JavaScript:

• The Subject field label is displayed as Title.
• The Description field label is displayed as Reason.

Troubleshooting

The Field Labels Do Not Change

Confirm that:

• The JavaScript was added to the Custom JS section.
• The correct brand was selected.
• The customer portal changes were saved and published.
• The ticket creation page was refreshed after publishing the changes.
• The browser is not displaying a cached version of the page.
• The JavaScript does not contain syntax errors.

Only One Field Label Changes

Confirm that both JavaScript statements are included in the Custom JS section.

Use the complete script:

document.querySelector('.subject').querySelector('.custom-field-label').innerText = 'Title';
document.querySelector('.description').querySelector('.custom-field-label').innerText = 'Reason';

Also confirm that the replacement labels are enclosed within quotation marks.

The Default Labels Are Still Displayed

The browser may be displaying a cached version of the customer portal.

Perform a hard refresh or clear the browser cache, and then reopen the ticket creation page.

The Customization Works for One Brand but Not Another

Customer portal customization settings are brand-specific.

Add and publish the custom JavaScript separately for each brand where the Subject and Description field labels should be renamed.

The Customized Labels Appear in the Customer Portal but Not in the Agent Portal

This is expected behavior. The custom JavaScript changes only the labels displayed on the customer portal ticket creation page. It does not change the field labels displayed in the Agent Portal.

Frequently Asked Questions

1. Can I rename the Subject and Description field labels in the customer portal?
   Yes. You can use custom JavaScript to change the labels displayed on the customer portal ticket creation page.

2. Does this customization rename the underlying BoldDesk ticket fields?
   No. The customization changes only the labels displayed in the customer portal. The underlying fields remain Subject and Description.

3. Does this customization affect the Agent Portal?
   No. The field labels displayed in the Agent Portal remain unchanged.

4. Can I rename only one of the field labels?
   Yes. Include only the JavaScript statement for the field label you want to rename.

   For example, use the following statement to rename only the Subject field:

document.querySelector('.subject').querySelector('.custom-field-label').innerText = 'Title'; 

5. Can I configure different field labels for each brand?
   Yes. Customer portal customization settings are brand-specific, so different labels can be configured for each brand.

6. How can I restore the default Subject and Description labels?
   Remove the custom JavaScript from the Custom JS section, and then save and publish the customer portal changes.

Related Articles

1. How to Customize the BoldDesk Customer Portal
2. How to Restrict Agents from Creating Tickets in the Customer Portal
3. Make the Phone Number Field Mandatory in a Web Form and Widget
4. How to Add Third-Party Scripts to the Customer Portal
5. How to Increase the Length of the Description Field in Web Forms and Web Widgets
6. How to Modify the Knowledge Base Title Text in the Customer Portal