Hide or Disable the Phone Number Field in BoldDesk
BoldDesk supports creating contacts using either a phone number or an email address (email-only is no longer required). If you want customers to provide only an email address, they can leave the Phone Number field empty.
This article explains how to hide or disable the Phone Number field across customer-facing areas, including:
- Customer Portal sign-up/contact form
- Customer Portal ticket creation (when contact creation is shown)
- Web Widget
- Contact Us web form
- Agent Portal requester details display (layout change)
Step-by-Step Instructions
1. Disable Phone Number field on Customer Portal Sign-Up / Contact Form
- Go to Admin > Fields and Forms > User Fields.
- Open the Contact Form tab.
- Find Phone Number and click Edit.
- Under Configuration, clear Visible to User.
- Click Save.
2. Remove Phone Number from Agent Portal (Requester Details display)
- Go to Admin > Fields and Forms > User Fields > Contact Form.
- Under Primary Fields, locate Phone Number and move it to Other Fields.
3. Hide Phone Number field in the Web Widget (using Custom CSS)
- Go to Admin > Web Widgets and open your active widget.
- Open Advanced Customization (or Custom CSS section).
- Add the following CSS and save/update the widget.
.blue-information-icon-info {
display: none !important;
}
.widget-form-body-container .phone-number-field {
display: none !important;
}
4. Hide Phone Number field in the Contact Us Web Form (using Custom CSS)
-
Go to Admin > Contact Us (or your Contact Us form configuration).
Outcome: Contact Us form settings open. -
Add the following CSS in the form’s custom CSS area and save.
Outcome: Phone Number field and its info banner are hidden in the Contact Us form.
.blue-information-icon-info {
display: none !important;
}
.form-builder .phone-number-field {
display: none !important;
}
5. Hide Phone Number field on Customer Portal Ticket Creation form (when contact creation is shown)
- Go to Admin > Customer Portal > Customization > Custom CSS.
- Add the following CSS and save/update.
.create-ticket-fields .product-header.userphone,
.create-ticket-fields #emailPhoneInfo {
display: none !important;
}
After Customization:
Frequently Asked Questions
Q: Is an email address required to create a contact in BoldDesk?
A: No. A contact can be created using either Email or Phone Number. At least one is required.
Q: If customers want to provide only email, do they have to fill Phone Number?
A: No. Customers can leave Phone Number empty and submit using email.
Q: Can I completely remove the Phone Number field from BoldDesk?
A: No. You can hide it from specific forms and pages, but the system field still exists.
