Manage User Pronouns in BoldDesk
BoldDesk does not include a built-in pronoun field for agents or contacts. If you need to store and reference pronouns in ticket replies, canned responses, or email templates, you can use a Custom User Field as a workaround.
This article explains how to:
- Create a custom user field for pronouns
- Update pronoun values for agents and contacts
- Use the generated placeholder in supported editors (replies/templates)
Prerequisites
- Agent role with Manage fields and forms permission
- Access to Admin in the Agent Portal
User Fields are fields associated with contacts and agents. When you create a Custom User Field (for example, Pronoun), you can store a value on the contact/agent profile. BoldDesk also generates a corresponding placeholder for the field, which can be inserted into supported message editors using Insert Placeholder.
- Use a Dropdown (single-select) field type to keep pronoun values consistent across users.
Step-by-Step Instructions
1. Create a custom user field for pronouns
- In the Agent Portal, go to Admin.
- Select Fields and Forms → User Fields.
- Click Add User Field.
- Configure the field:
- Field Name: Pronoun
- Field Type: Dropdown (single-select)
- Add the required option values (for example: He, She, They, etc.).
- Choose where to add the field (based on your requirement):
- Contact form, Agent form, or both
- Click Add field.
2. Update pronouns for contacts (requesters)
-
Open the Contacts module.
-
Open the required contact.
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Set the value in the Pronoun custom field.
-
Save the changes.
3. Update pronouns for agents (if added to Agent Form)
- Go to Admin → Fields and Forms → User Fields.
- Open the Agent Form tab.
- Confirm the Pronoun field is available on the form.
- Open the agent profile (based on your internal process) and set the Pronoun value.
- Save the changes.
Rules, Conditions, and Behavior
- Field type cannot be changed after creation. If you need a different type later, create a new field and stop using the old one.
- If a field is deactivated, it is not available for use until reactivated.
- Adding a user field does not always make it visible everywhere automatically; ensure it is mapped to the required Contact Form and/or Agent Form.
- Placeholders are available where the editor supports Insert Placeholder.
Use Cases
- Consistent salutations in replies: Insert the requester’s pronoun into a standard reply template.
- Agent identification in signatures: Reference the assigned agent’s pronoun in internal notes or standardized responses.
- Template-driven communication: Use the pronoun field in email templates for consistent formatting across teams.
Troubleshooting Common Errors
Pronoun field is not visible on the contact or agent profile
- Confirm the field is added to the correct form:
- Admin → Fields and Forms → User Fields → Contact Form or Agent Form
- If needed, use Add Field → Existing to map it to the form.
Pronoun placeholder is not available in the editor
- Confirm the content area supports Insert Placeholder.
- Confirm the field is active and has not been deleted/deactivated.
Placeholder inserts blank value
- The contact/agent profile may not have a pronoun value selected.
- Update the profile and re-send the message.
Frequently Asked Questions
1. Does BoldDesk support pronouns as a built-in user attribute?
No. Pronouns are not available as a default system field in BoldDesk.
2. Can I store pronouns for both agents and requesters?
Yes. Create the custom user field and add it to the Agent Form and Contact Form as required.
3. Where can I use the pronoun placeholder?
You can use it in supported editors such as ticket replies, canned responses, and email templates where Insert Placeholder is available.
4. Will the placeholder be created automatically for the custom field?
Yes. After creating a custom user field, its placeholder becomes available via Insert Placeholder in supported editors.
5. Can I add non-standard pronouns?
Yes. If you use a dropdown field, you can define any option values your organization requires.
