How to Configure Brand-Based Ticket Statuses in BoldDesk
The Ticket Status is a system-defined field in the Ticket Form that indicates the current progress or state of a ticket. This field is located under Admin → Ticket Fields, and it is automatically mapped to all brand-specific forms by default.
You can create or edit the custom status for the status field. Learn more on How to Customize or Create a New Ticket Status.
How to configure Brand-based Statuses
BoldDesk allows you to create or edit custom status and map the values to suit your workflow. Brand‑specific statuses help teams manage different workflows across multiple brands (e.g., Internal Support vs. Customer Support).
There are three main steps to configure brand‑based ticket statuses:
For detailed steps, refer to:
1. Configuring brand
Ensure you have correctly mapped your brands. Explore more on How to Manage Multiple Brands.
2. Customizing the Ticket Status Field
Create new custom status you need for each brand. Learn How to Customize or Create a New Ticket Status.
Step 3: Create a Field Dependency (Brand → Status)
Use Field Dependency to create a parent–child relationship between:
- Parent field: Brand
- Child field: Status
This ensures the Status dropdown changes based on the selected Brand.
Configure Brand → Status dependency
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Go to Admin → Field Dependencies.
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Click Add Field Dependency.
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In Module, select Ticket.
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Set:
- Parent Field: Brand
- Child Field: Status
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Under Map Dependency:
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Select a Brand on the left panel
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Tick the Status values allowed for that brand on the right panel
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Repeat for each brand you want to configure.
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Click Add to apply the dependency.
Example 1: Internal Support brand
For Internal Support, you may want agents to see:
- Default statuses
- Custom statuses such as:
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In Progress
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Pending Review
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Results — Internal Support brand (Example 1)
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In the ticket form, the Status dropdown will only show the default statuses plus the custom statuses you mapped for Internal Support (e.g., In Progress, Pending Review).
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If an agent selects a status and then switches the Brand, the Status resets to show only the allowed status options for the new brand.
Example 2: Customer Support brand
For Customer Support, you may want agents to see:
- Default statuses
- Custom statuses such as:
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Awaiting Approval
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Pending Customer Response
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Results — Customer Support brand (Example 2)
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In the ticket form, the Status dropdown includes the default statuses and your brand‑specific options (e.g., Awaiting Approval, Pending Customer Response).
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If an agent selects a status and then switches the Brand, the Status resets to show only the allowed status options for the new brand.
- Default status values apply to all brands unless restricted.
- Custom status values can be configured individually to meet each brand’s workflow requirements.
Frequently Asked Questions (FAQs)
1. Can I completely replace default statuses with custom ones?
Default statuses remain available and cannot be removed via dependency rules.
2. Can each brand have a completely unique set of statuses?
Yes. Using field dependency, each brand can display a fully independent list of status values except that the default statuses cannot be modified.
3. Do status values affect workflows or automations?
Yes. Automations, SLAs, and business rules may reference specific statuses.
