How to Manage User Fields in BoldDesk

User fields in BoldDesk are customizable data points associated with contacts and agents. They allow you to collect and display relevant information efficiently. These fields are categorized into:

• System Fields: A set of predefined fields that cannot be modified or deleted and are marked with the “System” tag.
• Custom Fields: A set of user-defined fields that users can create on their own.

This guide covers creating, configuring, activating, deactivating, deleting, and adding custom fields to contact and agent forms.

How to add new custom user field

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

1. Go to Agent Portal > Admin Module > User Fields.
2. Click the Add User Field button on the right.

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. To learn how to configure field display conditions, refer to this article.

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.

Note: If the Agent can edit box is unchecked, you cannot make a custom field mandatory.

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.

Note: If the User can edit is unchecked, you cannot make a custom field mandatory.

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 Yes, Deactivate button.

Note: The system fields can’t be deactivated.

Note: The deactivated custom field is shown with the tag Inactive.

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 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 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 option menu and select Remove.
3. A confirmation dialog will appear. Click Yes, Remove button.

Permissions

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