User fields are configurable data points associated with contacts and agents. They help your team collect, display, and report on the information that matters to your support operations.

• System Fields – These are predefined fields in BoldDesk that are tagged as System and cannot be edited or customized. The only exception is that you may adjust their Configuration settings as they relate to the Customer Portal.
• Custom Fields – Fields you create and manage to fit your process.

This guide explains how to create, configure, activate/deactivate, delete, and place user fields on Contact and Agent forms. It also covers field behavior, visibility, and validation options—including phone number format validation controls.

How to Add a New Custom User Field

To add a new custom user field, follow the given steps:

1. In the Agent Portal, go to Admin → Click Fields and Forms → Then Select User Fields.

2. Click Add User Field (top‑right).
   

   
   
   

3. Choose a Field Type and complete the configurations.

4. Click Add field.

Field Configurations

When creating a new custom field, consider the following configurations:

1. Field Type: You can create a custom user field using the following custom field types:

   • Textbox (single-line)
   • Textbox (multi-line)
   • Checkbox
   • Yes or No
   • Date
   • Date Time
   • Numeric
   • Decimal
   • Dropdown (single-select)
   • Dropdown (multi-select)
   • Regex
   • URL
   • Lookup

2. Label for Agent Portal: Displays the field name that appears on the contact and agent form in the agent portal.

3. Label for Customer Portal: Displays the field name that appears on the profile page in the customer portal.

4. API Name: You can specify an API name for the custom field, which will allow you to retrieve or modify the corresponding data.

5. Note Message: Specifies an information text for the field.

6. Note Message Display: Allows you to choose where to display the note message, either below the field or as an info icon near the field.

7. Below field: Displays the note message below the created field.

8. Add an Info icon near the field: The info icon is added near the field. When you hover over the icon, the note message appears as a tooltip.

9. Add this field to: Select whether the field should be added to the Contact form, Agent form or both.
   
   

   
   
   

Field Display Condition

By using the field display condition, you can choose a field to display only when the specified conditions have been met. Learn how to Dynamically show or hide fields in form using field display conditions.

Field Configuration – Agent Portal

Field configuration specifies the field visibility and mandatory status for the custom field.

• By checking or unchecking the Agent can edit option, you can control the field’s visibility. If it’s unchecked, the custom field will only appear as a read-only field on the edit contact or agent form.
• You can make a field mandatory when submitting the form.

Field Configuration – Customer Portal

Field configuration specifies the field visibility and mandatory status for the custom field.

• By checking or unchecking the Visible to user, you can control the field’s visibility. If it’s unchecked, the custom field will not appear on the profile page.
• By checking or unchecking the User can edit, you can control whether the field can be edited by the contact. If it’s unchecked, the custom field will only appear as a read-only field on the profile page.
• By checking or unchecking the Visible in Sign Up form, you can control the field visibility on the sign-up page. If it’s unchecked, the custom field will not appear on the sign-up form.
• You can make a field mandatory when submitting the form.

Phone Number Field: E.164 Validation Setting

For the Phone Number field type, administrators can control whether the value must follow the E.164 international phone number format.

Where to find it

1. Go to Admin → User Fields.

2. Open the Phone Number (system Field) field’s details page (edit only).

3. Use the E.164 format validation setting to enable or disable strict formatting validation.

   • Enabled: Only phone numbers that conform to E.164 pass validation.
   • Disabled: Phone numbers are allowed without enforcing E.164 compliance, offering more flexibility for local formatting.
   
   
   

Deactivating User Custom Field

Custom fields can be deactivated. To deactivate the user custom field, follow the steps below:

1. Go to the User Fields module.
2. Click the more option menu and select Deactivate.
3. A confirmation dialog will appear. Click the Yes, Deactivate button.

Activating User Custom Field

To activate the user custom field, follow the given steps:

1. Go to the User Fields module.

2. Click the more option menu and select Activate.

3. A confirmation dialog will appear. Click the Yes, Activate button.
   

   
   
   

Deleting User Custom Field

To delete the user custom field, follow the given steps:

1. Go to the User Fields module.

2. Click the more option menu and select Delete.

3. A confirmation dialog will appear. Click the Yes, Delete button.
   

   
   
   

Adding Fields to Contact/Agent Forms

Adding fields to contact and agent forms can be accomplished in two ways, namely:

• Adding a new field.
• Adding the existing fields from the user fields module.

Adding Existing Fields

To add an existing field, follow the given steps:

1. Go to the User Fields > Contact Form or Agent Form tab.

2. Click the Add Field button on the right and select Existing.
   

   
   
   

3. A dialog will appear with the list of all the existing user fields. Select multiple fields to be added to the form and click Add.
   

   
   
   

Adding New Fields

To add a new field, follow the given steps:

1. Go to the User Fields > Contact Form or Agent Form tab.

2. Click the Add Field button on the right and select New.
   

   
   
   

Sections in Contact and Agent Forms

Fields added to a form will be categorized into two sections:

1. Primary Fields: Contains essential user fields.
2. Other Fields: Contains additional user fields.
   
   
   
   
   

• When a user adds a new or existing field, it will be added to the Other Fields section by default.
• Both sections have separate reorder support, meaning you can reorder fields within each section independently.

Moving Fields Between Sections

Users can easily move fields between sections based on their preferences and requirements.

• Moving from Primary Fields to Other Fields: Any field in the Primary Fields section can be moved to Other Fields if needed.
  

  
  
  

• Moving from Other Fields to Primary Fields: Fields from the Other Fields section can be moved to Primary Fields, provided the total number of Primary Fields does not exceed 10 fields.
  

  
  
  

Reordering Fields

Follow the given steps to reorder fields in the form.

1. Go to the User Fields > Contact Form or Agent Form tab.

2. Drag and drop a field in the form to the desired position.
   

   
   
   

Removing a Custom Field

To remove the user custom field, follow the given steps:

1. Go to the User Fields > Contact Form or Agent Form tab.

2. Click the more options menu and select Remove.

3. A confirmation dialog will appear. Click the Yes, Remove button.
   

   
   
   

Permissions

To access the fields and forms module, an agent should first enable the Manage fields and forms permission checkbox.

FAQ

Q1. What’s the difference between Deactivate and Remove?

• Deactivate hides and disables a field globally (still stored in the system).
• Remove only takes the field off a specific form; it remains available in User Fields.

Q2. Can I change a field’s type later?
No. After creating the field with a specific type, it cannot be modified. Instead, create a new field with the correct type, transfer the data, and then deactivate or delete the old field.

Q4. Why doesn’t my new field appear on forms?
Fields are not auto-mapped. Go to the Contact/Agent Form tab and Add Existing (or Add New) to place it.

Q5. Is there a limit on Primary Fields?
Yes. 10 fields maximum in Primary Fields.

Related Articles

• How to Add a Custom Field in BoldDesk Contact Forms
• How to Add a New Custom Field in a Contact Group Form
• How to Manage Fields and Forms in BoldDesk