Understanding Lookup Fields in BoldDesk: Use Them Effectively
This article empowers you to harness the power of Lookup fields, a valuable customization tool within BoldDesk. Lookup fields function as connective tissue, seamlessly linking various modules in your system. This fosters streamlined follow-up, enhanced referencing, and ultimately, a more efficient workflow.
Check out the video below for more insights.
What are Lookup Fields?
A Lookup field is a custom field that allows you to link different modules within your system for streamlined follow-up and reference. For example, you can link an agent as a supervisor to a specific contact, contact group, or ticket.
Configuring a Lookup Field
You can configure Lookup fields for ticket modules, contact modules, and contact group modules. Here’s a step-by-step guide on how to configure a Lookup field for the ticket module:
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Navigate to the Admin module and access the administrative section of your portal.
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Locate and open the tab dedicated to ticket fields.
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Click on Add Ticket Field. This action will open a new page where you can create a new field.
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Choose the Lookup type from the available options.
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Choose the appropriate data source for your Lookup field.
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Fill in any necessary additional fields based on your specific requirements.
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If needed, refine the data source using advanced filters within the Lookup Filter section.
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Once you’ve completed the configuration, click the Add Field button to create the Lookup field.
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Include the newly created Lookup field in the appropriate ticket form where you want it to appear. Learn more about How to Add a New Custom Field to a Ticket Form.
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Utilize the Lookup field to select and link the appropriate records when creating new tickets.
Follow the same procedure to set up lookup fields in the User fields and Contact Group modules fields sections.
Available Data Sources
| Source | Target |
|---|---|
| Users (Agents or Contacts) | Targets the list of users available in our organization (both agents and contacts). |
| Contact Groups | Targets the list of contact groups available in our organization. |
Available Data Source Filters
| Source | Field | Description | Operator |
|---|---|---|---|
| Users (Agents or Contacts) | Users (Agents or Contacts) | Filters the user collection based on the user type. | Is, In |
| Users (Agents or Contacts) | Tags | Filters the user collection based on the tags added to the user. | In |
| Contact Groups | Tags | Filters the user collection based on the tags added to the contact group. | In |
FAQs
Q1: What is a Lookup field in BoldDesk?
A Lookup field is a custom field that links different modules (e.g., tickets, contacts, contact groups) for better referencing and workflow efficiency.
Q2: Can I create Lookup fields for all modules?
No. Lookup fields can be configured for ticket modules, contact modules, and contact group modules only.
Q3: What data sources can I use for Lookup fields?
You can use Users (Agents or Contacts), Agent Groups, and Contact Groups as data sources.
Q4: Is there a way to bulk update Lookup fields?
Currently, bulk updates for Lookup fields are not supported. Updates must be done manually or via API.
