Field Display Conditions in BoldDesk allow you to control when specific fields appear in ticket forms. This helps streamline data collection by showing only relevant fields based on user input in both the Agent Portal and Customer Portal.

Check out this video tutorial.

What Are Field Display Conditions in BoldDesk?

Field Display Conditions enable you to show or hide ticket fields dynamically based on defined criteria. These conditions are configured within Admin Settings → Ticket Fields.

For example:
The Zip Code field is displayed only when the Country field is set to USA.

This ensures that agents and customers only see fields relevant to their selections.

Supported Fields for Conditions

You can configure display conditions using the following BoldDesk field types:
System fields:

• Category
• Type
• Status

Supported custom field types:

• Dropdown (Single-select)
• Dropdown (Multi-select)
• Yes/No
• Checkbox

Field Display Condition Behavior in BoldDesk Forms

In BoldDesk Ticket Form, a field display condition works only when the mapped parent field exists and is active in the same form. For example, if the Zip Code field is configured to display based on the Country field selection, the condition is evaluated only when the Country field is present and active.

If the mapped parent field is deleted, deactivated, or not added to the form, the display condition is not applied. In such cases, the dependent field is always displayed. For instance, if the Country field is removed, deactivated, or never added to the form, the Zip Code field is shown by default regardless of any configured display condition.

How to Configure Field Display Conditions in BoldDesk

Follow these steps to set up dynamic field visibility:

1. Go to Admin → Ticket Fields

2. Select or create a custom field

3. Locate the Field Display Conditions section

4. Click Add New Condition

5. Define:

   • Field (for example, Country)
   • Condition (for example, equals)
   • Value (for example, USA)

6. Add additional conditions if required (up to 5)

7. Click Save

   
   
   

How Field Display Conditions Work During Ticket Creation

Field display conditions are applied in real time while creating a ticket in both:

• Agent Portal (Tickets → New Ticket)
• Customer Portal (Submit Ticket form)

Real-Time Behavior

• When a user opens the ticket creation form, only default fields are visible.
• As the user selects values (e.g., Country = USA), BoldDesk evaluates the configured conditions instantly.
• If the conditions are satisfied, the dependent field (e.g., Zip Code) is displayed immediately.
• If the conditions are not met or the value is changed, the field is automatically hidden again.

Example Flow

• Agent selects Country = Canada → Zip Code is hidden

• Agent changes Country = USA → Zip Code becomes visible

• Agent changes back to another country → Zip Code is hidden again

  
  
  

Use Cases

1. Location-Based Ticket Forms
   Show fields like State or Zip Code only when specific countries are selected.
2. Category-Based Ticket Routing Preparation
   Display additional required fields only for specific Categories or Types.
3. Guided Ticket Creation Experience
   Reveal fields progressively to guide users through structured data input.
4. Reduced Form Complexity
   Keep ticket forms clean and focused by hiding irrelevant fields.

Frequently Asked Questions

1. When are field display conditions applied in BoldDesk?
   Field display conditions are applied in real time while creating or editing tickets in both the agent interface and the customer portal.

2. Can I use text or number fields in display conditions?
   No. BoldDesk supports only dropdown, yes/no, and checkbox field types for display conditions.

3. Can I use OR logic between multiple conditions?
   No. All conditions in BoldDesk use AND logic, meaning every condition must be satisfied.

4. What happens if the parent field is not present in the form?
   If the parent field is removed, deactivated, or not added, the dependent field will always be visible.

Related Articles

1. How to Add a New Custom Field to a Ticket Form in BoldDesk
2. How to Change Ticket Forms in Existing Tickets