Custom fields in BoldDesk offer a flexible way to tailor your support system to meet specific business needs. These are user-defined data fields that can be added to various forms to capture additional, relevant information beyond what system-defined fields provide. You can create custom fields for:

• Tickets Form – to capture issue-specific or brand-specific data
• Agents Form – to track agent-related attributes
• Contacts Form – to store customer-specific details
• Contact Groups Form – to manage group-level information

Custom fields complement System Fields (which are predefined and non-editable) by allowing you to collect and organize data that’s unique to your workflows, products, or customer segments.

Applications of Custom Fields in BoldDesk

1. Enhancing Ticket Forms - Add brand-specific or condition-specific fields to capture detailed issue information, ensuring tickets are accurately categorized and routed.
2. Streamlining Ticket Management - Align ticket workflows with organizational processes to reduce manual effort, improve consistency, and boost operational efficiency.
3. Storing Customer-Specific Data - Use custom fields in contact profiles to retain key customer details, enabling personalized support and better context during interactions.
4. Advanced Search and Filtering - Enable precise ticket searches and filtering based on custom field values, making it easier to locate, prioritize, and manage specific cases.
5. Dynamic Field Visibility - Show or hide fields based on user input or predefined conditions, creating a cleaner, more intuitive experience for both agents and customers.
6. Supporting Automation Workflows - Use custom fields as triggers for automation rules, SLAs, and webhooks to streamline ticket handling, enforce service standards, and ensure timely responses.

Supported Field Types

Creating and Managing Custom Fields

To create a custom field:

1. Go to Agent Portal > Admin Module > Fields and Forms > Ticket Fields.

2. Click on Add Ticket Fields.

3. Choose the field type (textbox, dropdown, checkbox, date, regex, etc.).

4. Configure:

   • Labels for Agent and Customer Portals
   • API Name (for integrations)
   • Note Message (tooltip or inline help)
   • Visibility and Edit Permissions
   • Mandatory Status
   • Display Conditions (show/hide based on other field values)

5. Click on Add field to create the custom field.
   

   
   
   

Learn more on How to Activate, Deactivate and Delete Custom Ticket Fields.

Use Case: Tracking Incident Tickets

BoldDesk uses tickets for all support requests. To track Incidents separately, teams can label tickets using custom field, Type, or a Category with a value such as Incident.

• Make the field visible on the ticket creation form.
• Use Advanced Filters (for example, Custom field = Incident) to create a dedicated Ticket View.
• Use the same field in Reports to monitor incident trends and SLAs.

Result: Incidents are managed as regular tickets but can be easily filtered, viewed, and reported separately—without a separate incident ticket type.

Field Display Conditions

Field display conditions can be used to hide or show a field in a form based on certain specified conditions. When the conditions are met, the field will be displayed; otherwise, the field won’t be displayed in the form. Learn more on how to Dynamically show or hide fields in form using field display conditions.

Field Dependency

Field dependency creates a parent-child relationship (cascading effect) between two fields. With Field Dependency, you can set up a cascading dropdown where a field appears only after a selection is made in another field. Learn more on How to Use Field Dependency for Creating a Cascading Dropdown.

Frequently Asked Questions

1. Can I edit the field type after creating a custom field?
   No. Field types are fixed once created.

2. Are custom fields available in all forms?
   Yes. You can add them to ticket, contact, agent, and contact group forms.

3. Is ePHI data secure in BoldDesk?
   Yes. ePHI fields are designed for HIPAA compliance and are only available when HIPAA mode is enabled.

4. Can I use custom fields in automation workflows?
   Absolutely. Custom fields can trigger SLAs, webhooks, and automation rules.

5. Can I control the date‑picker behavior in BoldDesk to ensure a selected date cannot be reused in another date field on a related ticket?
   BoldDesk currently allows you to create custom date fields and use them in automation workflows, but it does not provide any native feature that prevents a date selected in one field from being reused in another related ticket field. The platform supports creating custom fields—including date fields—and using them in rules or validations, but there is no built‑in mechanism for enforcing cross‑field date uniqueness.

Related Articles

1. How to Add a New Custom Field to a Ticket Form in BoldDesk
2. How to Activate, Deactivate or Delete a Ticket Custom Field
3. How to Add a New Custom Field in a Contact Group Form
4. How to Add a New Custom Field in a Contact Form
5. How to use agent custom fields in Automation
6. How to Manage User Fields in BoldDesk