How to Manage Fields and Forms in BoldDesk
BoldDesk provides powerful configuration options for forms across multiple modules, including tickets, contacts, contact groups, and chat. You can add custom fields to capture additional information, configure field display conditions, and set up field dependencies for dynamic forms. This guide covers everything you need to know about creating, managing, and customizing fields and forms in BoldDesk.
Modules Supporting Fields and Forms
The following are the modules in which fields and forms are supported:
| Module | Description |
|---|---|
| Ticket Module | Supports multiple ticket forms for different brands. Allows adding system and custom fields for ticket creation and updates. |
| Contact Module | Enables adding custom fields to contact forms for storing customer-specific details. |
| Contact Group | Allows adding fields to manage group-level information. |
| Chat Module | Supports chat forms for capturing visitor details during live chat sessions. Includes system and custom fields. All chat form configurations and data capture processes are managed exclusively through the Agent Portal, ensuring secure and centralized control over visitor information. |
Apart from adding custom fields to a form, these modules also support field display and field dependency configuration.
- Field Display – Hides or shows a field in a form based on certain specified conditions. For example, display a “State” field only when “Country” is selected as USA.
- Field Dependency – Creates a parent-child relationship (cascading effect) between two fields. For example, the parent field can be a Country, and the child field can be a State. Field dependencies are not applied when an action is performed via email or automation. Using this, a cascading dropdown can be set up. Example: Country, State, City, and Region.
Field dependencies do not apply when actions are performed via email or automation.
Check out this video tutorial for more details.
Categories of Fields in BoldDesk?
There are four categories of fields. They include:
| Category | Description |
|---|---|
| Ticket Fields | System and custom fields used when creating or editing a ticket. |
| User Fields | Fields for agents and contacts, including system and custom fields. |
| Activity Fields | System fields used when creating or editing an activity. There is no option to add custom fields within the Activity module. This restriction ensures standardized data entry and reporting for all activities. |
| Contact Group Fields | System and custom fields used when creating or editing a contact group. |
Custom Field Types
BoldDesk supports various custom field types to help you capture and organize data effectively. These fields can be added to tickets and contacts, allowing you to tailor the system to your business needs.
The following are the types of custom fields supported in BoldDesk:
| Field Type | Description |
|---|---|
| Textbox (Single-line) | Captures short text input (up to 255 characters). Ideal for names, titles, or brief identifiers. |
| Textbox (Multi-line) | Captures longer text input (up to 1500 characters). Commonly used for notes, descriptions, or comments. |
| Checkbox (Yes/No) | Represents a binary choice (e.g., True/False, Enabled/Disabled). Useful for status indicators or simple confirmations. |
| Date | Allows users to select a calendar date only. Perfect for due dates, birthdays, or scheduled events. |
| DateTime | Enables selection of both date and time. Useful for appointments, deadlines, or time-sensitive actions. |
| Numeric | Accepts whole numbers only. Ideal for quantities, counts, or integer-based values. |
| Decimal | Accepts decimal numbers for precise measurements or financial data. |
| Dropdown (Single-select) | Provides a list of predefined options where users can select one value. Great for categories, statuses, or priority levels. |
| Dropdown (Multi-select) | Allows selection of multiple options from a predefined list. Useful for tags, multiple applicable conditions, or preferences. |
| Regex | Validates input using a regular expression pattern. Ideal for enforcing formats like phone numbers, postal codes, or custom IDs. |
| URL | Accepts a valid web address. Commonly used for linking external resources or reference pages. |
| Lookup | Displays a dropdown referencing values from other entities (e.g., agents, contacts). Useful for relational data mapping. |
| ePHI | Designed to capture electronic Protected Health Information in a HIPAA-compliant manner. Recommended for healthcare-related data. |
Ticket Fields
Ticket fields are a set of default and custom fields used when creating or displaying a ticket.
There are two types of fields:
- System fields – A set of predefined fields that cannot be modified or deleted except for a few fields, i.e., Category, Priority, and Type.
- Custom fields – A set of user-defined fields that users can create on their own.
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System fields are displayed with the tag “System”.
Using Ticket Fields
Follow the given steps to use ticket fields:
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In the Agent portal, choose the Admin center.
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Select Fields and Forms and click Ticket Fields.
Creating a Ticket Field
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To create a new ticket field, go to the ticket field page and click Add Ticket Field.
- When you create a custom field, it is not automatically added to any ticket form. To make it available for use, you must map the field to the appropriate brand-specific form through the Ticket Forms module. Explore further instructions about How to Map Forms to a Brand.
- After creating a ticket field, you can only edit the field name, but you cannot change its field type. This is a design limitation to maintain data integrity and consistency across forms and tickets.
Factors to Consider When Creating a New Custom Field in BoldDesk.
When creating a custom field in BoldDesk, several properties and configurations must be considered to ensure proper functionality and user experience.
| Property | Description |
|---|---|
| Field Type | Choose from supported custom field types (Textbox, Dropdown, Checkbox, etc.). Remember this choice is permanent and cannot be changed afterwards |
| Label for Agent Portal | Name displayed in ticket forms and properties in the Agent Portal. |
| Label for Customer Portal | Name displayed in ticket forms and properties in the Customer Portal. |
| API Name | Unique identifier for integrations (used in API calls to fetch/update data). |
| Note Message | Informational text displayed for the field. |
| Note Message Display | Choose to display note message below the field or as an info icon. |
| Placeholder (Agent Portal) | Text inside the field guiding agents. |
| Placeholder (Customer Portal) | Text inside the field guiding customers. |
Note Message Display Options
When adding a Note Message to a custom field, you can control how this informational text is presented to users. This helps guide agents and customers by providing context or instructions without cluttering the form. BoldDesk offers two display styles:
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Below Field
The note message appears directly beneath the field, making it immediately visible and easy to read.
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As Info Icon Near Field
The note message is hidden behind an info icon next to the field. Users can hover or click the icon to view the message, keeping the form clean and minimal.
Additional Properties by Field Type
Checkbox and Yes/No Fields
These field types include additional properties beyond the common ones for all custom fields.
Checkbox Fields (Checked/Unchecked)
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Set Default Value: Choose a default state as Checked or Unchecked.
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Mandatory Setting: If marked as mandatory on the Contact Form, the system requires explicit user confirmation.
Yes/No Fields
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Set Default Value: Choose a default state as Yes or No.
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Mandatory Setting: If marked as mandatory on the Contact Form, the system requires explicit user confirmation.
If the field is set to a default value like “Unchecked” or “No”, it does not satisfy the requirement for a mandatory field, since it could be interpreted as no input was provided. This validation logic ensures that users actively make a choice, rather than passively submitting a form with pre-filled values that do not reflect clear intent.
Regex Type Field
For the Regex type, you can set a regular expression using the Validation Regex property.
You can also use the Custom Error Message field to define the validation error message displayed when the input doesn’t match the defined pattern.
| Property | Description |
|---|---|
| Validation Regex | Enter a regular expression to validate the input format. |
| Custom Error Message | Define the message shown when the input fails regex validation. |
Additional Options for Numeric and Decimal Fields
Numeric and decimal fields include extra configuration options:
| Option | Description |
|---|---|
| Minimum Value | Specifies the lowest value allowed for the field. |
| Maximum Value | Specifies the highest value allowed for the field. |
| Number Format | Defines how the number should be displayed (e.g., currency, decimal places). |
| Custom Error Message | Displays when the entered value is outside the allowed range. |
| Action Icon | Toggles spinner icons (up/down arrows) for increment/decrement actions. |
Field Configuration – Agent Portal
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Field configurations in the agent portal specify the field visibility and mandatory status for the custom field.
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By checking or unchecking the “Agent can edit” option, you can control the field’s visibility. If it’s unchecked, the custom field will only appear as a read-only field on the ticket details page.
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You can make a field mandatory when creating, updating, or closing/solving a ticket, or both.
In some cases, certain fields can be changed without fully validating the dependencies of other necessary fields. This situation can occur when tickets are created from an email source.
The following are the fields that can be edited on the ticket details page without any dependencies on other fields:
- Assignee
- Requester
- Status
- Resolution due
- Tags
- Visibility
The following are fields that can be edited on the ticket list page in a card view without any dependencies on other fields:
- Category
- Priority
- Assignee
- Resolution due
- Status
If you set a yes/no field as mandatory, then the user must select “Yes” for the Yes/No field and tick a checkbox for the Checkbox field.
Field Configuration – Customer Portal
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The field configuration for the customer portal can be set similarly to the agent portal.
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The custom field will not be seen on the customer portal if the “Visible to user” option is unchecked.
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If the “User can edit” option is unchecked, the custom field in the customer portal will only appear as a read-only field in the ticket detail page.
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You can set a field mandatory by checking or unchecking the mandatory option.
Mandatory fields and the dropdown fields’ default values are only enforced when tickets are created via the portal. Tickets created via email bypass these settings, resulting in empty/blank fields.
Dropdown Option Values
The option values for the dropdown type custom field can be added as strings here. If there are multiple values, use a comma to separate them to add.
Note the following factors when working with dropdown option values:
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Option values can be renamed or deleted.
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When an option value is renamed, the value will be updated in the tickets mapped to it.
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After an option value is deleted, it cannot be restored, and the field remains empty in the tickets mapped to the option.
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Option values can be dragged and dropped for sorting. You can also sort in alphabetical order.
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A default value for the dropdown option can be set, such that its value can be filled by default when a form is loaded in the agent or customer portal.
Deleting Custom Field
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Custom fields can be edited or deleted. If a field is deleted, the added field is deleted from ticket fields and ticket forms.
Activate/Deactivate Custom Field
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Custom fields can be activated and deactivated. If a field is deactivated, the added field is not visible on the create ticket form or the ticket detail page until it is reactivated.
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The deactivated field is shown with the tag “Inactive”. There is also the option to reactivate a custom field.
Ticket Forms
Ticket forms are a collection of predefined ticket fields that can be used when creating or displaying a ticket. Ticket forms are brand-specific, and you can add, remove, or reorder the ticket fields in a form with a form template for each brand.
Adding fields to ticket forms can be accomplished in two ways.
- By adding a new field
- By adding the existing fields from the ticket fields module
Managing Ticket Forms
Managing ticket forms in BoldDesk involves customizing the fields and layout of your support tickets to capture the right information from customers. Learn more on Multiform Feature in BoldDesk: Customize Ticket Forms Easily.
Adding New/Existing Fields
Follow the following steps to add new or existing fields:
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Open the Ticket Forms page and click the Add button. The Add Fields dialog will open.
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Select the checkboxes to add existing fields for the selected brand or click Add New Field to add a new field for the selected brand.
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You can select multiple fields when adding existing fields.
The fields will be added only for the selected brand.
How to Reorder Ticket Form
You can reorder only custom ticket forms using the drag-and-drop functionality. The default ticket form associated with a specific brand cannot be reordered or modified in terms of its position.
Explore further instructions about Reorder ticket forms
How to Reorder Ticket Fields in a Form
Within any ticket form—whether custom or default—you have complete flexibility to reorder fields, including default system fields (such as Subject, Description, and Status). This feature allows you to customize the layout and sequence of fields to align with your workflow, enhance usability, and improve agent efficiency.
- The custom field will be displayed in the same order in both the create ticket form and the ticket detail page.
- Reordering ticket forms and fields helps streamline ticket creation and ensures agents see the most relevant information first. While the default form is fixed to maintain brand consistency, custom forms give you flexibility for specialized workflows.
Removing a Custom Field
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To remove a custom field, click the Remove icon under the More options on the Ticket Forms page. This will remove the added custom field from the selected brand.
The field is only removed from the selected brand, but it is not permanently deleted.
Activity Fields
These are system fields that are used when creating or editing an activity. Users cannot customize activity fields by adding or removing fields.
User Fields
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User fields are a collection of default and custom fields that can be used when creating or displaying an agent or contact.
To add a new contact field, click the Add Contact Field button, and follow the same steps as for adding a ticket field.
Contact Group Fields
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Contact group fields are a collection of default and custom fields that can be used when creating or displaying a contact group.
To add a new contact group field, click the Add Contact Group Field button, and follow the same steps as for adding a ticket field.
Field Display Condition
The field display condition enables you to make a field visible only when the specified conditions are met.
You can learn how to show or hide fields in forms using field display conditions.
Field types supported
- The table below summarizes the supported types of fields:
| Field Type | Description | Operators |
|---|---|---|
| Check box | Field is displayed based on the selected checkbox value. | Is |
| Radio Button | Field is displayed based on the selected radio button value. | Is |
| Dropdown (single-select) | Fields are displayed based on the selected dropdown option values. | In, Not in |
| Dropdown (multi-select) | Fields are displayed based on the selected multi-select option values. | In |
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For example, the created field called “Office Location” will be visible only if the type is “Leave Request.”
You can add up to 5 conditions by clicking the Add new condition button. If multiple display conditions are added, they will be considered in the “And” condition.
Field Dependency
Field dependency helps in creating a parent-child relationship (cascading effect) between two fields. The parent field can be selected only by a single-select dropdown, and the child field can be selected by a single-select dropdown or multi-select dropdown.
Field dependency has the following three properties:
- Module – Displays a list of modules (i.e., Ticket, Contact, and Contact Groups).
- Parent Field – Displays a list of fields in the single-select dropdown list.
- Child Field – Displays a list of fields in which both single-select and multi-select processes can be performed. The child field will be enabled upon selecting the parent field.
Creating and Mapping Field Dependency
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Navigate to Admin >> Fields and Forms >> Field Dependencies.
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Select Add Field Dependency, then select the Module, Parent Field, and Child Field. The configured fields will appear in the Map Dependency section.
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To map fields, first select a parent field from the left panel, then choose the value to map for the corresponding child field on the right.
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Click Add to complete the mapping.
A parent can have multiple child fields, but a child has only a single parent field.
Editing, Deactivating and Deleting Field Dependency
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You can edit, deactivate, or delete a field dependency by clicking on More Action and then selecting the action you want to perform.
To access the Fields and Forms module, an agent should enable the Manage fields and forms permission checkbox first.
Sub-field Configuration
Sub-fields can be set up in two ways depending on your use case:
- Using Field Display Conditions – This displays a sub-field only when a specific value is selected in the parent field.
- Using Field Dependency – This shows sub-field values based on the selected value in the parent field.
FAQs
1. Can I change the field type after creating a custom field?
No. Once a custom field is created, its type cannot be changed. This restriction ensures data integrity and consistency across tickets and forms.
2. Are mandatory fields enforced when tickets are created via email?
Mandatory field validation applies only to tickets created through the portal. Email-created tickets bypass these rules, which may result in blank or empty fields.
3. How do I make a field visible only under certain conditions?
Use Field Display Conditions to dynamically show or hide fields based on specified criteria (e.g., display “State” only when “Country” is USA).
4. What happens if I delete a dropdown option value?
Deleting a dropdown option value removes it permanently. Tickets mapped to that value will display an empty field. Deleted values cannot be restored.
5. Can I use field dependencies across different modules?
No. Field dependencies are module-specific and cannot be applied across different modules. For example, a dependency set in the Ticket module will not affect fields in the Contact or Contact Group modules. This ensures data consistency within each module.
