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Understanding Bolddesk Custom Fields and Their Applications
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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
- Enhancing Ticket Forms - Add brand-specific or condition-specific fields to capture detailed issue information, ensuring tickets are accurately categorized and routed.
- Streamlining Ticket Management - Align ticket workflows with organizational processes to reduce manual effort, improve consistency, and boost operational efficiency.
- Storing Customer-Specific Data - Use custom fields in contact profiles to retain key customer details, enabling personalized support and better context during interactions.
- 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.
- 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.
- 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
| Field Type | Purpose |
|---|---|
| Textbox (Single-line) | Captures short text inputs like names, titles, or short descriptions. Max supports 255 characters. |
| Textbox (Multi-line) | Captures long text entries. Max supports 1,500 characters. |
| Checkbox (Yes/No) | Binary choice field. Can be set to Yes/No or Checked/Unchecked. |
| Date | Select a calendar date. |
| DateTime | Select both date and time. |
| Numeric | Accepts whole numbers like age, quantity, or number of users. |
| Decimal | Accepts decimal numbers like pricing, ratings, or percentages. |
| Dropdown (Single-select) | Choose one option from the list. |
| Dropdown (Multi-select) | Choose multiple options from a list. |
| Regex | Validate input using a regular expression. |
| URL | Accepts a valid URL. |
| Lookup | Create a dropdown linked to other entities. |
| ePHI | Captures electronic Protected Health Information (ePHI) designed with features that align with HIPAA compliance requirements, like patient registration number, lab test results, etc. This field is only available when HIPAA compliance is enabled. |
Creating and Managing Custom Fields
To create a custom field:
- Go to Agent Portal > Admin Module > Fields and Forms > Ticket Fields.
- Click on Add Ticket Fields.
- Choose the field type (textbox, dropdown, checkbox, date, regex, etc.).
- 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)
- Click on Add field to create the custom field.
For more information on how to activate, deactivate, or delete custom fields, please refer to this article.
- After a custom field has been created, it is not possible to modify its field type.
- Learn more about mapping the custom fields to either Contact Form, Agent Form, Ticket Form or Contact Group Form.
