Mandatory fields in BoldDesk ensure every ticket contains the essential data needed for accurate reporting, consistent workflows, and reliable agent accountability. This guide explains how BoldDesk enforces mandatory validation across ticket operations, where validation does not trigger, and how to configure mandatory fields for ticket close/resolve.

A mandatory field is a system or custom field that must be filled to complete an action such as creating, editing, changing status, or closing/solving a ticket. Admins can require many fields on ticket forms (per brand), user (contact/agent) forms, and chat flows, while some system fields have fixed behavior.

Use Cases for Mandatory‑on‑Close Fields

Teams typically enable “mandatory on close/solve” to:

• Ensure Priority (or other classifiers) is always present for reporting.
• Require Category, Subcategory, Type, or similar taxonomies.
• Capture Root Cause, Resolution Summary, or Solution.
• Maintain SLA‑driven closure accuracy.
• Improve analytics in Reports → Ticket Reports.

Validation Matrix (When Mandatory Checks Apply)

How to Configure Mandatory Fields for Agents (Agent Portal)

1. Go to Admin → Fields and Forms → Ticket Fields.

2. Select an existing field to Edit, or click Add Field to create a new custom ticket field.

3. In Configuration for Agent Portal, choose one (or more) of the following based on your policy:

   • Mandatory while creating or editing the ticket — require the field during create/edit submissions.
   • Mandatory for any status change — require the field whenever ticket status changes (e.g., Open ↔ Pending ↔ Resolved ↔ Closed). This includes close/solve.
   • Mandatory for closing/solving ticket — require the field only at the moment of close/resolve. (This may be unavailable if Any status change is enabled or if the field type doesn’t support close‑only validation.)
   • Also ensure: Agent can edit is enabled; otherwise, agents can be blocked without a way to satisfy the requirement.

4. Click Update Field.

   

What happens next

• When an agent creates or edits a ticket, changes status, or resolves/closes (based on which toggle(s) you enabled), BoldDesk validates all relevant mandatory fields. If any required field is empty, the action is blocked and a validation message is shown.
• Enabling Mandatory for any status change makes the field required for all status updates—including Close and Solve. For this reason, the Mandatory for closing/solving ticket toggle may be disabled to prevent duplicate settings.

How to Configure Mandatory Fields for Customers (Customer Portal)

1. Go to Admin → Fields and Forms → Ticket Fields.

2. Select an existing field to Edit, or click Add Field to create a new custom ticket field.

3. In Configuration for Customer Portal, enable Mandatory while creating or editing the ticket to require customers to fill this field when submitting or updating tickets via the Help Center.

4. Save your changes.

   

Dependencies & Pitfalls (Avoid Common Misconfigurations)

• Agent editability gates enforcement
  If Agent can edit is off, agents cannot populate the field when validation fires (e.g., at close). Either enable Agent can edit or auto‑populate via an Update Ticket Trigger or other automation to avoid dead‑ends.

• Visibility must match timing

  • For creation‑time requirements, enable Visible while creating the ticket in the relevant portal (Agent/Customer).
  • If a field is required but hidden at creation, submission will be blocked.

• Automations & API bypass agent prompts
  When Agent can edit is unchecked, the field “can only be edited through the automations/API.” Mandatory checks do not interrupt automations; checks apply to agent actions.

• System fields have fixed behavior
  Fields like Status, Priority, Category may not expose all mandatory toggles. Use mandatory options available for custom fields, or use automation as a workaround (e.g., auto‑assign Agent/Group on close if empty).

Frequently Asked Questions (FAQs)

1. Can BoldDesk enforce required fields when a ticket is created from email?
   No. Email‑based ticket creation bypasses mandatory validation because the data originates externally. Follow‑up agent edits/status changes/closure will still enforce your rules if configured.

2. Do Workflow Automations or Time Triggers validate required fields before changing status?
   No. Automations can update fields and change status (including closing) without prompting for required fields.

3. Are mandatory fields enforced when agents edit tickets?
   Yes—if Mandatory while creating or editing the ticket is enabled for the field. The check fires on form submission for create/edit actions.

4. Can end users in the Help Center be required to fill certain fields?
   Yes. In Fields and Forms, mark fields as required with Mandatory while creating or editing the ticket under Configuration for Customer Portal. This is independent of agent‑side rules.

5. What’s the difference between “Mandatory while creating or editing” and “Mandatory for any status change”?

   • Creating/Editing fires on form submission during create or edit.
   • Any status change fires only when status changes (Open, Pending, Resolved, Closed). It does not block a non‑status edit unless the create/edit toggle is also enabled.

6. Why is “Mandatory for closing/solving ticket” greyed out?
   It may be disabled because Mandatory for any status change is enabled (close/solve is included), or because the field type doesn’t support close‑only validation.

7. If I must ensure Agent/Group is set at closure, but there’s no mandatory toggle, what can I do?
   Use an Update Ticket Trigger (or other automation) to auto‑assign Agent/Group when empty at the moment of closure.

Related Articles

1. How to Add a New Custom Field to a Ticket Form in BoldDesk
2. How to Use a Time Trigger to Automatically Solve a Ticket