How to Activate, Deactivate and Delete Custom Ticket Fields
Custom ticket fields in BoldDesk allow you to capture additional information beyond the default system fields. Managing these fields effectively ensures your help desk remains organized and tailored to your business needs.
This article explains how to activate, deactivate, and delete custom ticket fields.
Please watch this video tutorial for further information.
Accessing Ticket Fields
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Navigate to Admin > Fields and Forms > Ticket Fields.
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A list of system and custom ticket fields will be displayed.
Deactivating a Custom Ticket Field
Deactivation removes the field from active ticket forms without deleting its data. This is useful when you no longer need the field but want to retain historical information.
Steps to Deactivate
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Open the Ticket Fields module.
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Click the more options menu (three dots) next to the field.
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Select Deactivate.
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In the confirmation dialog, click Yes, Deactivate.
Activating an Inactive Custom Ticket Field
To activate the ticket custom field, follow the given steps.
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Open the Ticket Fields module.
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Click the more options menu next to the inactive field.
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Select Activate.
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In the confirmation dialog, click Yes, Activate.
Deleting a Custom Ticket Field
To delete a custom ticket field, follow the given steps.
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Open the Ticket Fields module.
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Click the more options menu next to the field.
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Select Delete.
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In the confirmation dialog, click Yes, Delete.
- Once deleted, the custom ticket field is permanently removed from ticket forms and ticket details.
- Any mapped field dependencies will be ignored after deletion. Display conditions will apply only to remaining fields.
- Once a field is deleted, it is permanently removed from BoldDesk and cannot be restored.
- System fields cannot be deactivated or deleted.
- To activate, deactivate, or delete custom fields, you must have the Manage fields and forms permission enabled.
Frequently Asked Questions (FAQs)
1. What are custom ticket fields in BoldDesk?
Custom ticket fields allow you to capture additional information beyond the default system fields, helping you tailor your help desk to your business needs.
2. How can I access ticket fields in BoldDesk?
Navigate to Admin > Fields and Forms > Ticket Fields. You will see a list of both system and custom ticket fields.
3. Can I deactivate a custom ticket field without losing its data?
Yes. Deactivation removes the field from active ticket forms but retains historical data.
4. How do I deactivate a custom ticket field?
- Open the Ticket Fields module.
- Click the more options menu next to the field.
- Select Deactivate and confirm by clicking Yes, Deactivate.
5. How do I activate an inactive custom ticket field?
- Open the Ticket Fields module.
- Click the more options menu next to the inactive field.
- Select Activate and confirm by clicking Yes, Activate.
6. What happens when I delete a custom ticket field?
Deleting a field permanently removes it from BoldDesk, ticket forms, and ticket details. This action cannot be undone.
7. How do I delete a custom ticket field?
- Open the Ticket Fields module.
- Click the more options menu next to the field.
- Select Delete and confirm by clicking Yes, Delete.
8. What permissions are required to manage custom ticket fields?
You must have the Manage fields and forms permission enabled to activate, deactivate, or delete custom fields.
