The Salesforce integration helps the support teams to view customer-centric data visibility in BoldDesk.

Agents can view the following information on the Ticket Details page:

• Account
• Contact
• Lead
• Opportunity

Check out this video tutorial

Install the Salesforce

To install the Salesforce app, follow the given steps:

1. Go to Admin menu > Marketplace.

2. Search and select the Salesforce app.
   

   
   
   

3. Click the Install option to install the Salesforce app. The Salesforce website is loaded to enter the Salesforce credentials.
   

   
   
   

4. Enter your Salesforce administrator username and password and click Log In.
   

   
   
   

Configure the field visibility

The chosen fields for Salesforce objects (Account, Contact, Lead, and Opportunity) can only be viewed in a ticket. A maximum of 10 fields are available for each object.

Configure app permission and visibility

App permissions allow you to manage access to integrated applications within your organization. You can control who can read, modify, and use applications based on roles and brands.

For detailed configuration steps, explore further instructions about Managing App Permissions and Visibility in BoldDesk.

Viewing Salesforce information

The Salesforce information can be viewed from a ticket, contact, and contact group in BoldDesk after installing the Salesforce app.

To view Salesforce information on a ticket, follow the given steps:

1. Open a ticket to view the details.

2. Click the Apps option in the left sidebar and open the Salesforce app.

3. Click the tabs to view the respective Salesforce objects.
   

   
   
   

FAQs

1. Do I need special permissions in Salesforce to install the app?
   Yes. You must use a Salesforce administrator account to authenticate and grant access during installation.

2. Why don’t I see Salesforce data on a ticket after installation?
   Possible causes include:

   • The associated contact/account is missing in Salesforce.
   • Field visibility is not configured.
   • The agent lacks permission to view Salesforce data.

3. How often does Salesforce data refresh in BoldDesk?
   Data is pulled in real time when viewing a record. If updates don’t appear, refresh the ticket or verify Salesforce API access.

4. Is Salesforce information visible to all agents by default?
   No. Visibility depends on app permissions set under Admin → Marketplace → Salesforce.

Related Articles

1. BoldDesk Salesforce Contact & Contact Group Sync: Setup
2. How to Sync Tickets from Salesforce to BoldDesk