How to Customize Category Fields for Better Ticket Organization
The Category field in BoldDesk is a system-defined ticket field used to organize and classify tickets based on IT and business functions. Common examples include:
- Hardware & Software
- Network & Connectivity
- Access & Permissions
- Email & Communication
The field by default has sample values (Sample Category 1, Sample Category 2) that can be modified, and additional option values can be set up as per the organization requirement. This field helps streamline ticket management by grouping issues under relevant categories.
Configuring Category Field for Tickets
Accessing the Category Field
- Navigate to the Admin center >> Fields and Forms >> Ticket Fields.
- Select the Category and click its label to open its configuration page.
The Ticket Category field is a system-default field and cannot be deleted or deactivated. However, its label on the customer portal can be customized, such as renaming it to ‘Department’ to align with the organization’s workflow, as shown in the illustration below.
Customizing the Category Field Values
- Scroll down to the Dropdown Option Values section. The category dropdown values are listed here.
- To modify the default sample values, click the Settings icon and select Edit.
- Use the tick (✔️) symbol to save your changes.
- On the dropdown values field, you can add more category field values.
Learn more on How to Mark a Ticket Category as Private and How to Manage Dropdown Field Values.
To edit or delete values in any system or custom dropdown field, ensure that the language selected on the field configuration page matches the portal’s Primary Language.
- You can only modify or remove field values when working within the primary language configured in your account settings.
- If a different language is selected, the edit and delete options will be disabled.
To check or confirm your primary language, navigate to Admin → Language Settings.
Configuring Field Permissions for Agent and Customer Portals
When configuring your ticketing system, you can control how category fields behave for both agents and customers. By enabling or disabling these permissions, you can tailor the experience to match your workflow and ensure important information is captured consistently.
Configuration for the Agent Portal
| Permission | What It Does |
|---|---|
| Visible while creating the ticket | Displays the field to agents while creating a new ticket. |
| Mandatory while creating or editing the ticket | Makes the field required when an agent is either creating a new ticket or editing an existing one. |
| Mandatory for any status change | Requires the field to be filled or updated whenever the ticket status is changed. |
Configuration for the Customer Portal
| Permission | What It Does |
|---|---|
| Visible to user | Displays the category field on the ticket form in the customer portal. |
| Visible while creating the ticket | Displays the field when a user is submitting a new ticket. |
| User can edit the value after submitting the ticket | Allows users to update the field after the ticket is submitted. |
| Mandatory while creating or editing the ticket | Requires users to fill in or update the field when creating or editing a ticket. |
To configure the category field, agents must have permission to manage fields and forms.
Frequently Asked Questions (FAQ)
1. What is the Category field in BoldDesk?
The Category field is a system-defined ticket field used to organize and classify tickets based on IT and business functions such as Hardware & Software, Network & Connectivity, Access & Permissions, and Email & Communication.
2. Can I delete or deactivate the Category field?
No. The Category field is a system-default field and cannot be deleted or deactivated. However, you can customize its label on the customer portal (e.g., rename it to “Department”).
3. Can I edit the default category values?
Yes. You can modify the default sample values and add new ones under Dropdown Option Values in the Category field configuration page.
4. Why can’t I edit or delete category values?
Editing or deleting values is only possible when the language selected on the field configuration page matches the portal’s Primary Language. If a different language is selected, these options will be disabled.
5. How do I check my primary language setting?
Navigate to Admin → Configurations → Language Settings to confirm your primary language.
6. Can I mark category values as private or read-only?
Yes. Categories can be marked as private (internal) or read-only. Learn more on How to Mark a Ticket Category as Private and How to Manage Dropdown Field Values.
7. Can customers edit the Category field after submitting a ticket?
Yes, if the User can edit the value after submitting the ticket permission is enabled for the customer portal.
8. What permissions control Category field visibility and behavior?
Permissions can be configured separately for Agent Portal and Customer Portal to control visibility, mandatory status, and editability.
