The Requester Panel in BoldDesk provides quick access to essential contact details on the ticket detail page. By customizing this panel, your support team can access the most relevant requester information, improving efficiency and ticket resolution time.

Use Case Example: Why Customize the Requester Panel?

Your support team may handle tickets from customers with different subscription levels, such as Basic, Pro, or Enterprise. Agents often need quick access to details like Support Tier, Customer Category, or SLA Level to respond effectively.
By customizing the Requester Panel:

• Important details appear directly on the requester details page.
• Agents can instantly see what type of customer they’re assisting.
• This leads to faster responses, better prioritization, and improved service.

For example, if an Enterprise customer submits a ticket, agents can immediately see that it requires high‑priority handling—without clicking through multiple pages.

Customizing the panel ensures your team always has the essential information at a glance.

Who can configure and who can view

Only agents with the Manage Ticket Fields and Forms permission can configure the Requester Panel by updating the Contact Form. Once configured, the Requester Panel is visible to agents based on their access to the Contacts, Ticket and Chat module and the fields enabled for display.

Steps to Customize the Requester Panel

Follow the steps below to configure the requester panel in BoldDesk:

1. Navigate to Admin Settings

• Go to the Admin settings and select User fields, then contact form.

  
  
  

2. Understand Contact Field Sections

• Primary Fields: Displayed in the ticket requester panel.
  

  
  
  

• Other Fields: Additional contact fields not shown in the panel.
  

  
  
  

3. Add Custom Contact Fields

• Create new fields under Contact Fields.
• Newly added fields will appear in the Other Fields section initially.

Explore further instructions about How to Add a Custom Field in BoldDesk Contact Forms.

4. Move Fields to Primary Section

• Drag and drop fields from Other Fields to Primary Fields.
• A maximum of 10 fields can be included in the primary section.

5. Save Changes
   Once updated, the ticket requester panel will display all fields in the Primary Fields section.

   
   
   

Drag-and-Drop Field Management

BoldDesk allows intuitive drag-and-drop functionality for managing contact fields:

• Move fields between Primary and Other sections easily.

• Ensure critical fields are in the primary section for quick visibility.

  
  
  

Example Use Case
If you add a custom field such as Support Tier at the contact level and want it visible in the requester panel:

• Navigate to Admin > User fields > Contact Form.
• Add Support Tier and drag it to the Primary Fields section.

This customization improves operational efficiency by displaying key contact details directly on tickets.

How to View a Requester’s Recent Chats and Contact Details in BoldDesk

In BoldDesk, agents can view a requester’s recent chat conversations and contact information directly from the Live Chat module and Contact profile. This helps agents understand the requester’s interaction history and provide contextual support.

View Requester’s Recent Chats from the Live Chat Conversation

When you open a chat conversation:

1. Go to Live Chat module in the Agent Portal.

2. Open the active or closed chat conversation.

3. On the right‑side Requester Details panel, you can view:

   • Requester name and email
   • Linked contact information
   • Contact group (if linked)
   • Previous chat conversations from the same requester (if available)
   
   
   

View All Chats and Tickets from the Contact Profile

To see the requester’s full interaction history:

1. Navigate to Contacts from the Agent Portal.

2. Search for the requester by name or email.

3. Open the contact profile.

4. Review:

   • Associated chat conversations
   • Linked tickets
   • Contact group membership
   • Contact activity history
   
   
   

This view is useful for understanding long‑term engagement across chat and ticket channels.

Troubleshooting

• A field is not showing on the ticket Requester Panel
  • Confirm the field is in Primary Fields (not Other Fields) in Admin settings → User fields → Contact form.
  • Confirm the Primary Fields list contains no more than 10 fields.
  • Confirm the changes were saved.
• An admin cannot move Name or Email
  • Name and Email are predefined primary fields and cannot be removed or relocated.
• Previous chat conversations are missing in Live Chat
  • Confirm the visitor is linked to a contact. Chat history is not shown for anonymous visitors until the visitor is linked.

FAQs

1. How many fields can I add to the requester panel in BoldDesk?
   You can add up to 10 fields in the primary section of the requester panel.

2. Can I remove Name and Email from the requester panel?
   No, Name and Email are predefined primary fields and cannot be removed or relocated.

3. Does BoldDesk support drag-and-drop for field customization?
   Yes, you can easily drag and drop fields between Primary and Other sections.

4. What happens if I move a primary field to the other section?
   The field will no longer appear in the requester panel on ticket details.

5. Can I display custom fields like Support Tier in the requester panel?
   Yes, add the custom field under Contact form and move it to the Primary Fields section.

6. Is there a limit to the number of custom fields I can create?
   You can create multiple custom fields, but only 10 fields can be displayed in the primary section.

Related Article

• How to Add a Custom Field in BoldDesk Contact Forms