This article explains how to troubleshoot cases where ticket fields (system or custom) do not appear on the ticket view (ticket details) page in:

• Agent Portal
• Customer Portal

Use these steps when fields are missing entirely, appear only for some tickets/brands, or appear in one portal but not the other.

Prerequisites

• Admin access in the Agent Portal (to verify fields, forms, and portal visibility settings).
• The ticket must belong to a Brand you can access.
• If testing in the Customer Portal, you must sign in as a contact who can view the ticket.

Step-by-Step Instructions

1. Confirm the issue scope (where and for which tickets)

• Open a ticket where the field is missing.
• Note the ticket’s Brand.
• Check whether the field is missing in:
  • Agent Portal ticket view page - https://yourdomain.bolddesk.com/agent/tickets/12345
  • Customer Portal ticket view page - https://yourdomain.bolddesk.com/support/tickets/12345
  • Both portals
• Check whether the issue happens for:
  • All tickets
  • Only tickets under a specific brand
  • Only specific ticket types/forms

2. Verify the field exists and is active

• In the Agent Portal, go to Admin center.
• Select Fields and Forms → Ticket Fields.
• Search for the missing field.
• Confirm the field is not marked Inactive.
• If it is inactive, reactivate it and re-check the ticket view page.
  
  

3. Confirm the field is added to the correct Ticket Form (brand-specific)

• In the Agent Portal, go to Admin center.
• Select Fields and Forms → Ticket Forms.
• Select the Brand used by the affected ticket.
• Open the form used for that brand and confirm the field is included.
• If the field is not present, add it using the form’s Add Field option (Add existing field).
  
  

5. Save the form changes and refresh the ticket view page.

4. Check Field Display (conditional visibility) rules

• In Admin center → Fields and Forms, open the configuration area where Field Display is set for ticket fields/forms.
• Identify whether the missing field has display conditions configured.
• On the affected ticket, confirm the condition values are met (for example, required parent field values).
• If the condition is not met, update the ticket data to meet the condition (or adjust the display rule).

5. Agent Portal: verify agent visibility/edit configuration

• In Admin center → Fields and Forms, open the field’s configuration for the Agent Portal.
• Review the setting such as Agent can edit.
  If Agent can edit is unchecked, the field is intended to be read-only on the ticket details page.
  
  
• Refresh the ticket view page and confirm whether the field appears (editable or read-only as configured).

6. Customer Portal: verify visibility/edit configuration

• In the Agent Portal, go to Admin center → Fields and Forms.
• Open the field’s Customer Portal configuration.
• Confirm:
  • Visible to user is enabled (otherwise the field will not appear in the Customer Portal).
  • User can edit is set appropriately (if disabled, the field appears as read-only on the ticket details page).
    
    
• Sign in to the Customer Portal again and re-open the ticket.

7. Confirm the ticket was created from a source that affects portal enforcement (portal vs email)

• Open the affected ticket and check how it was created (for example, portal or email).
• If the ticket was created via email, note:
• Mandatory field enforcement and some form behaviors are enforced primarily when tickets are created via the portal.
• If the field is missing due to conditional logic relying on values not captured via email, update the ticket with required values and re-check.

Frequently Asked Questions

1. Why can’t I see my new custom field on the ticket view page?
   Custom fields are not added to forms automatically. Add the field to the correct Ticket Form for the ticket’s Brand.

2. Why is the field visible in the Agent Portal but not in the Customer Portal?
   In the field’s Customer Portal configuration, Visible to user is likely disabled. Enable it to show the field in the Customer Portal.

3. Why does the field appear only for some tickets?
   Common causes are:

   • The ticket belongs to a different Brand with a different form configuration.
   • The field has Field Display conditions and only shows when criteria are met.

4. The field is configured but still not showing—what should I check next?
   Check whether the field is Inactive and whether it is included in the correct brand’s Ticket Form.

5. If “User can edit” is disabled, should the field disappear in the Customer Portal?
   No. If Visible to user is enabled and User can edit is disabled, the field should appear as read-only in the ticket details page.

Related Articles

1. How to Manage Fields and Forms in BoldDesk
2. Customize and Reorder Columns in BoldDesk Ticket Grid View
3. How to Customize Ticket Grid View Columns in the Customer Portal