Field Dependency in BoldDesk helps you create dynamic forms by showing child field values based on the option selected in a parent field. This is useful when you want users to see only relevant field options while creating or updating records.

For example, you can configure a dependency where selecting a Country displays only the related States, selecting a State displays only the related Cities, and selecting a City displays only the related child options. This creates a cascading dropdown experience that improves form accuracy and reduces unnecessary options for agents and customers.

Field dependencies can be configured for supported modules such as Tickets, Contacts, and Contact Groups. The parent field must be an eligible single-select dropdown field, while the child field can be either a single-select or multi-select dropdown field.

Check out this video tutorial.

Accessing the Field Dependency List

To access the Field Dependency list, follow the steps below:

1. Go to, Admin Panel > Field and Forms > Field Dependencies.

2. In the field dependency table, you can view the following details:

   • Parent > Child field name

   • Last Modified Date

   • Status

     

Adding a Field Dependency

To add a new field dependency, follow the given steps:

1. Open the Field Dependency module.

2. Click the Add Field Dependency button on the right for the dependency Field selection to pop up.

   

3. Fill in the Dependency Field selection appropriately.

   

The Dependency Field selection has three properties, namely,

• Module – Displays a list of Tickets, Contacts, 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 either single-select or multi-select field can be selected.

Mapping Field Dependency

To map a field dependency, follow the steps below:

1. Select a Parent Field on the left panel first,
2. Click on the corresponding child fields on the right panel.
3. Map the value of the child field to the parent field.

For example, in the image below, the country of the USA is mapped to the following states (Alaska, Louisiana, New Mexico, and New York). When the Country is set to the USA, only these four states will be displayed in the State field.

Multi-level dropdown

In BoldDesk, multi-level dropdown fields, also known as cascading dropdowns, are fields that create a hierarchical relationship between dropdown options. This means the options shown in one dropdown depend on the selection made in another. To create multi-level dropdown fields in BoldDesk, you need to use the Field Dependency feature hierarchically to map a parent-child relationship between dropdown fields. This dependency will involve the first child as the next parent.

1. Log in to your BoldDesk Admin Portal.
2. Navigate to Admin Center > Fields and Forms.
3. Create or select existing Dropdown (single-select) or Dropdown (multi-select) fields.
4. Scroll to or select the Field Dependency section.
5. Choose the module where you want to apply the dropdowns:
   • Ticket Fields
   • Contact Fields
   • Contact Group Fields

Setting Up Multi-Level Dropdowns

Suppose you want to create a multi-level dropdown involving Country, State and City, please refer to the example below.

1. Ensure that you have created the fields Country, State, and City, and added the relevant information in all the fields as a dropdown.

2. Go to Field Dependency in the admin module, under fields and forms:

   • Select Parent Field (Country)
   • Select Child Field (State)

3. Map values (if Country is USA, show States as Alabama, Alaska, California)

4. Repeat for deeper levels (State → City)

   Country to State

   

   State to City

   

   City to Sub-city

   

Activating or Deactivating Field dependency

Deactivating Field Dependency

To deactivate the field dependency, follow the given steps:

1. Open the Field Dependency module.

   

2. Click the more options menu and select Deactivate.

3. A confirmation dialog will appear, click the Yes, Deactivate button.

Activating Field Dependency

To activate the field dependency, follow the given steps:

1. Open the Field Dependency module.

2. Click the more options menu and select Activate.

   

3. A confirmation dialog will appear, click the Yes, Activate button.

Deleting Field Dependency

To permanently delete the field dependency, follow the given steps:

1. Open the Field Dependency module.

   

2. Click the more options menu and select Delete.

3. A confirmation dialog will appear, click the Yes, Delete button.

Permission for mapping field dependency

To map the field dependency, you must enable the Manage fields and forms permission.

Frequently Asked Questions

1. What is Field Dependency in BoldDesk?
   Field Dependency creates a parent-child relationship between two dropdown fields. The options shown in the child field depend on the value selected in the parent field. For example, when Country is selected as USA, the State field can show only the states mapped to USA.

2. Which field types can be used in Field Dependency?
   The parent field must be an eligible single-select dropdown field. The child field can be either a single-select dropdown or multi-select dropdown field. Some system-defined dropdown fields may not be available for selection as parent or child fields.

3. Can system fields such as Priority be used in Field Dependency?
   Some system-defined dropdown fields, such as Priority, may not be available for Field Dependency. These fields are used by BoldDesk for internal ticket behavior, SLA calculations, automation, and reporting. If you need similar dependency behavior, create a custom dropdown field and use automation rules to update the related system field when required.

4. Can I create multi-level dropdowns using Field Dependency?
   Yes. You can create multi-level dropdowns by configuring dependencies in sequence. For example, you can configure Country → State, then State → City, and then City → Streets. In this setup, the child field in one dependency can act as the parent field in the next dependency.

5. Do Field Dependencies apply when tickets are created through email or automation?
   No. Field dependencies apply only when users interact with supported forms in BoldDesk. They do not apply when actions are performed through email or automation.