BoldDesk enables tracking of monetary values (such as shipment value, service charges, or refunds) by creating custom ticket fields. These fields allow agents and customers to capture financial data directly on tickets and use it for reporting and filtering. While they provide visibility into ticket-level financial metrics, they support tracking only and do not allow in-report calculations.

Prerequisites

• Admin access with Manage fields and forms permission
• Access to Admin → Fields and Forms → Ticket Fields
• Access to the relevant Ticket Form (custom fields must be added to a form to be used on tickets)

What a Monetary Custom Field is in BoldDesk

A monetary custom field is a custom Ticket Field configured with a numeric field type so it can store currency-like values.

Recommended field types:

• Decimal: supports decimals (example: 250.75) — recommended for most monetary values
• Numeric: whole numbers only (example: 250)

Where Monetary Fields Can Be Used

After the field is created and added to a ticket form, it can be:

• Used in reports (as a reportable field/metric dimension)
• Filtered in saved views (to find tickets matching specific amounts or ranges)

Step-by-Step Instructions

1. Create a Monetary Ticket Field

1. Go to Admin → Fields and Forms → Ticket Fields
2. Click Add Ticket Field
   
   
   
   
   
3. Select the field type:
   • Number (whole values)
   • Decimal (recommended for currency/precision)
4. Enter a field label for Agent and Customer portals (for instance, Shipment Value, Service Charge)
5. Choose the configuration for agent and customer portals.
6. Check the box Add this field in ticket form to choose a form where the ticket field will be displayed.
7. Click on Add Field.
   
   
   
   
   

For more insights, explore How to Add a New Custom Field to a Ticket Form in BoldDesk.

2. Start Capturing Values on Tickets

1. Create or open a ticket in the Agent Portal.
   
   
   
   
   
2. Enter the amount in the monetary custom field.
3. Save/update the ticket.

3. Use the Field in Saved Views and Reports

1. Use the monetary field as a filter when creating Saved Views (example: show tickets where Shipment Value is greater than a threshold).
2. Include the field in Reports to track ticket volumes by monetary value or to filter report results by the value range.

Use Cases

• Track shipment value per ticket for logistics-related requests.
• Track service charges entered by agents during billing review.
• Track refund amount requested to filter high-value cases into a saved view.

Troubleshooting Common Errors

The field is not visible on the ticket

• Confirm the field is added to the correct Ticket Form.
• Check the field visibility settings for the Agent Portal (for example, “Visible while creating ticket”).

Agents can’t enter a value

• Verify Agent can edit is enabled for the field.
• Check any minimum/maximum validation rules configured for the numeric/decimal field.

I can’t sum or calculate the field in reports

Expected behavior. Monetary custom fields can be filtered and reported, but cannot be used for calculations within reports.

Frequently Asked Questions

1. Which field type should I use for currency values?
   Use Decimal for monetary values that may include cents/paise (for example, 19.99). Use Numeric only for whole-number amounts.

2. Can I use a monetary custom field in saved views?
   Yes. You can filter tickets in saved views using the custom monetary field.

3. Can I calculate totals (sum/average) of a monetary field in reports?
   No. Monetary custom fields support tracking and filtering, but calculations within reports are not supported.

4. Why can’t I see the field after creating it?
   Custom fields are not added to forms automatically. Add the field to the relevant Ticket Form.

5. Are these fields visible to agents?
   Yes, once created, they appear in the ticket form.

6. Can I export reports with these fields?
   Yes, they can be included in exported reports.

Related Articles

1. How to Add a New Custom Field to a Ticket Form in BoldDesk
2. How to Manage Fields and Forms in BoldDesk
3. Understanding BoldDesk Custom Fields and Their Applications