In a multi-brand BoldDesk environment, different brands often require different ticket fields, field visibility rules, and field values. BoldDesk supports brand-specific configurations through two mechanisms:

• Ticket Forms: Control which fields are visible for each brand.
• Field Dependencies: Control which values are available for specific system fields based on the selected brand.

The primary method for making a field brand-specific is Ticket Form configuration. This approach is supported for all custom ticket fields and the Type system field.

Additionally, BoldDesk supports brand-specific value mapping for the Category and Status system fields through Field Dependencies.

Supported Field Types

The brand-specific behaviours described in this article apply only to the following field types:

How to show a field only for specific brands using Ticket form

Use Ticket Forms to control field visibility by brand. This is the recommended approach when you need to:

• Display a field only for selected brands.
• Hide a field from specific brands.
• Support brand-specific workflows using different field sets.

This method applies to:

• All custom ticket fields
• The Type system field

Step 1. Create or Identify the Field

1. Go to Admin → Ticket Fields.
2. Do one of the following:
   • Custom field: Create a new field or edit an existing field, then click Save.
   • System field: Type: No creation is required. You will control its brand-specific visibility by adding or removing it from the appropriate brand ticket forms.

Step 2. Add the Field to Brand Ticket Forms

Repeat the following steps for each brand that should have access to the field:

1. Navigate to Admin > Fields and Forms > Ticket Forms.

   
   
   

2. Open the ticket form for the target brand

3. Click + Add Field

   
   
   

4. Select the field and click Add to save changes.

   
   
   

Step 3. Remove the Field from Other Brands

For brands that should not use the field:

1. Open the corresponding ticket form.

2. Remove the field from the form layout.

   
   
   

3. Save your changes.

Result

After configuration:

• The field is visible only in the ticket forms where it has been added.
• Brands without the field in their ticket form cannot view or use it.
• The field effectively becomes brand-specific.

Configure Brand-Specific Category and Status Values Using Field Dependencies

While custom fields and the Type field become brand-specific through Ticket Form visibility, the Category and Status system fields support a different approach.

Using Field Dependencies, you can display different Category and Status values for different brands while keeping the fields visible on the ticket form.

This is useful when:

• Multiple brands share the same ticket form structure.
• Each brand requires a unique set of Category or Status values.
• The fields should remain visible, but their selectable values should vary by brand.

Configure Brand-Specific Category Values (Brand → Category)

BoldDesk allows Category values to change dynamically based on the selected Brand through a field dependency.

Steps to configure brand-specific Category values

1. Navigate to Admin > Field Dependencies.

2. Click Add Field Dependency.

   
   
   

3. Configure the following settings:

   • Module: Ticket
   • Parent Field: Brand
   • Child Field: Category

4. Map the appropriate Category values to each Brand.

5. Click Add to save the configuration.

   
   
   

Result

• Category remains visible in the form
• Each brand sees only its assigned Category values

Configure Brand-Specific Status Values (Brand → Status)

BoldDesk also allows Status values to vary by Brand using field dependencies.

Steps

1. Create the required custom statuses if necessary.

2. Navigate to Admin > Field Dependencies.

   
   
   

3. Configure the following settings:

   • Module: Ticket
   • Parent Field: Brand
   • Child Field: Status

4. Map the appropriate Status values to each Brand.

5. Click Add to save the configuration.

   
   
   

Result

• Status remains visible in the form.
• Each brand sees only its relevant workflow statuses.

Important clarification for system fields

• Use Ticket Forms to control the visibility of the Type system field by brand.
• Use Field Dependency to control the available values of the Category and Status system fields by brand.
• No other system fields currently support brand-specific visibility or brand-specific value behavior in BoldDesk.

Frequently Asked Questions

1. What is the recommended way to make a ticket field brand-specific in BoldDesk?
   The primary method is to use Ticket Forms to control field visibility by brand. This works for all custom ticket fields and for the system field: Type.

2. Can I make all system fields brand-specific?
   No. In this model, brand-specific configuration applies only to Type (through Ticket Forms visibility) and to Category and Status (through brand-based value mapping using Field Dependency). Other system fields, such as Priority, Assignee, and Requester, do not support this type of brand-level configuration.

3. Do custom fields appear automatically in brand ticket forms after I create them?
   No. Custom fields are created globally, but they are not automatically added to any ticket form. You must manually add the custom field to the ticket form for each brand where it should appear.

4. Can I make Category or Status brand-specific without hiding the field?
   Yes. Category and Status can remain visible while showing different values for each brand by using Field Dependency with Brand as the parent field. This value-level behavior is supported only for these two system fields.