What are Lookup Fields and How to 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.
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.
How to Configure 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:
- Navigate to the Admin Module Access the administrative section of your portal.
- Locate and open the tab dedicated to ticket fields.
- Click on the Add Ticket Field Button. This action will open a new page where you can create a new field.
- Choose the Lookup type from the available options.
- Choose the appropriate data source for your Lookup field.
- Fill in any necessary additional fields based on your specific requirements.
- If needed, refine the data source using advanced filters within the Lookup Filter section.
- Once you’ve completed the configuration, click the Add Field button to create the Lookup field.
- Include the newly created Lookup field in the appropriate ticket form where you want it to appear. To learn more about the Ticket Forms, refer to the following article.
- 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 Contact 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 type of the user | 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 |
