Mapping Statuses Based on Brands in BoldDesk
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.
Check out the video tutorial below.
Prerequisites
- Admin permissions to manage ticket fields and form dependencies.
- A list of brands and their required status labels (e.g., “Awaiting Vendor” for Brand A, “Pending Compliance” for Brand B).
- A decision on status colors and ordering for visual clarity.
Steps to Map Statuses for Each Brand
- Create Custom Statuses
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Navigate to: Admin > Ticket Fields > Status.
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Click Add Status.
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Define the name, color, and other properties relevant to the new status.
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Repeat this for each brand-specific status you want to use.
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- 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.
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.
FAQs
Q1. Can I customize default statuses per brand?
A: No. Default statuses are shared across all brands. Use Custom Statuses + Field Dependency to achieve brand-level differentiation.
Q2. Will this change global settings?
A: No. The approach filters visibility per brand without changing the global default status configuration.
Q3. Can multiple brands use the same custom status?
A: Yes. You can map shared custom statuses to multiple brands in Field Dependency.
Q4. What if brands need completely different workflows and automations?
A: Consider separate BoldDesk accounts to enable full customization and isolation.
Q5. Where do I create custom statuses?
A: Admin > Ticket Fields > Status → Add Status.
Q6. Where do I set dependencies?
A: Admin > Fields and Forms > Field Dependency → Parent: Brand, Child: Status
