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How to Map Statuses Based on Brands
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In BoldDesk, the default ticket statuses are shared across all brands and cannot be customized individually for a brand. However, with the help of custom statuses and field dependency settings, you can display relevant statuses dynamically based on the selected brand. This ensures a tailored ticket workflow per brand, without altering the global status configuration.
Steps to Map Statuses for Each Brand
- Create Custom Statuses
- Navigate to: Admin > Ticket Fields > Status.
- Click Add Status.
- Define the name, color, and other properties relevant to the new status.
- Repeat this for each brand-specific status you want to use.
- Enable Field Dependency
- Go to Admin > Fields and Forms > Field Dependency.
- Click Add Field Dependency.
- Choose Brand as the parent field
- Choose Status as the child field
- Map each brand to its relevant statuses by selecting the appropriate options
- Save the configuration
Additional Tips
- Keep status naming consistent to avoid confusion across brands.
- Use colors and order to visually differentiate brand-specific workflows.
- If multiple brands share some statuses, you can include shared statuses in multiple mappings.
Note: If your brands require entirely separate ticket flows, automations, or configurations, consider setting up separate BoldDesk accounts. This allows full customization per brand without any overlap.
Related Articles
- How to Customize or Create a New Ticket Status
- How to Use Field Dependency for Creating a Cascading Dropdown
