You can connect BoldDesk with Power Automate by using BoldDesk webhooks, BoldDesk REST APIs, and Power Automate’s HTTP capabilities. While BoldDesk does not offer a native Microsoft Power Automate connector, you can still build custom workflows to sync data and automate actions between both platforms.

The following integration options are available:

These options allow BoldDesk ticket workflows to exchange information with applications such as Microsoft Teams, Outlook, SharePoint, Excel, and Dataverse.

Common Use Cases

• Send a Microsoft Teams notification when a ticket is created or updated.
• Create a BoldDesk ticket from Microsoft Forms, Outlook, SharePoint, or Dataverse.
• Update a BoldDesk ticket from an external business process.
• Send selected ticket information to Microsoft Excel or SharePoint.
• Start an approval or notification workflow from a BoldDesk ticket event.
• Build reusable BoldDesk operations through a Power Automate custom connector.

How the Integration Works

Prerequisites

Before configuring the integration, ensure that you have:

Generate a BoldDesk API Key

Power Automate uses a BoldDesk API key to authenticate REST API requests.

1. Sign in to BoldDesk as an agent.

2. Click the profile avatar and select View profile & Settings.

3. Under Personal Settings, open the API Keys tab.

4. Click Create API Key.
   

   
   
   

5. Enter an Identification Name, such as Power Automate integration.

6. Click Create.
   

   
   
   

7. Copy the API key and store it securely.

If Access Denied appears when creating the API key, ask an administrator to add the Manage API Keys permission to the applicable role.

Start Power Automate from a BoldDesk Webhook

Use this integration direction when a BoldDesk ticket event should start a Power Automate flow.
For example, a webhook can start a flow when a ticket is:

• Created.

• Updated.

• Assigned.

• Replied to.

• Moved to another status.
  

  
  
  

Create the Power Automate Flow

1. Sign in to Power Automate.
2. Select Create.
3. Create an Instant cloud flow.
4. Enter a flow name, such as BoldDesk - Ticket Created.
5. Select When an HTTP request is received as the trigger.
6. Click Create.
7. Open the trigger.
8. Set Who can trigger the flow? to Anyone.
9. Add a temporary action, such as Compose.
10. Save the flow.
11. Open the trigger again and copy the generated HTTP URL.

Configure the BoldDesk Webhook

1. In BoldDesk, go to Admin > Webhooks.

2. Click Add Webhook.

3. Configure the webhook details.
   

   
   
   

4. Under Payload, configure the content sent to Power Automate:

   • Set Content Type to Json.
   • Select Default or Advanced under Body Content.
   • Select only the required ticket fields, such as Subject and Ticket URL.
   • Enable Include all fields in the payload only when the flow requires the complete available payload.

5. Click Add.
   

   
   
   

Test the Webhook Flow

1. Create or update a test ticket that matches the configured webhook event and conditions.

2. In Power Automate, open the flow.

3. Review the Run history.

4. Confirm that a successful run appears.
   

   
   
   

5. Open the successful run.

6. Review the HTTP trigger input.

7. Copy the trigger’s Body output.

8. Add a Parse JSON action.

9. Set Content to the trigger Body.

10. Click Use sample payload to generate schema.

11. Paste the copied body and generate the schema.

12. Replace the temporary action with the required workflow actions.

13. Save and test the flow again.

Create a BoldDesk Ticket from Power Automate

Use this integration direction when an event in another application should create a ticket in BoldDesk.
Example triggers include:

• A Microsoft Forms response.
• A new SharePoint list item.
• A flagged Outlook email.
• A Dataverse record.
• A scheduled Power Automate flow.
• A message submitted through another Microsoft 365 application.

Configure the Power Automate Trigger

1. In Power Automate, select Create.

2. Select the required cloud-flow type.

3. In the flow designer, click Add a trigger.

4. Select the application and event that should start the flow.
   

   
   
   

Add the BoldDesk HTTP Request

1. Below the trigger, add a new action.
2. Search for and select the HTTP action.
3. Set URI to: https://yourcompany.bolddesk.com/api/v1/tickets Replace yourcompany.bolddesk.com with your BoldDesk domain.
4. Set Method to POST.
5. Add the following headers:

6. Add the ticket information in the request Body.

{
  "brandId": 1,
  "subject": "Refund request for order 1042",
  "description": "Created from Power Automate",
  "priorityId": 2,
  "requesterEmailId": "[email protected]",
  "isVisibleInCustomerPortal": true
}

Replace the sample values with valid BoldDesk values or dynamic content from the Power Automate trigger.

7. Click Save.
8. Test the flow using representative trigger data.
9. Confirm that the HTTP action succeeds.
10. Open BoldDesk and verify that the ticket was created.
11. To reuse the returned ticket information later in the flow, add Parse JSON and use the HTTP action’s Body as the content.

Update a BoldDesk Ticket from Power Automate

Power Automate can also update an existing BoldDesk ticket.

1. Identify the BoldDesk ticket ID.
2. Add an HTTP action to the flow.
3. Use the applicable BoldDesk ticket-update endpoint.
4. Select the HTTP method specified in the BoldDesk API reference.
5. Add the x-api-key and Content-Type headers.
6. Add the supported ticket changes in the request body.
7. Save and test the flow.
8. Verify the changes in the BoldDesk ticket history.

Build a Reusable Power Automate Custom Connector

Create a custom connector when multiple flows or teams need to reuse BoldDesk API operations without entering API URLs, headers, and request bodies each time.

1. In Power Automate, go to Data > Custom connectors or More > Discover all > Custom connectors.
2. Click New custom connector > Create from blank.
3. Enter BoldDesk as the connector name.
4. On the General tab, configure:
   • Scheme: HTTPS
   • Host: yourcompany.bolddesk.com
   • Base URL: /api/v1
5. On the Security tab, select API Key.
6. Configure:
   • Parameter label: API Key
   • Parameter name: x-api-key
   • Parameter location: Header
7. On the Definition tab, click New action.
8. Enter an operation ID, such as CreateTicket.
9. Under Request, click Import from sample.
10. Select POST.
11. Enter /tickets.
12. Paste a representative JSON request body.
13. Repeat the process for each required BoldDesk API operation.
14. Click Create connector.
15. Open the Test tab.
16. Create a connection using the BoldDesk API key.
17. Test every configured action.
18. Share the connector or add it to a Power Platform solution when it must be moved between environments.

Troubleshooting

Frequently Asked Questions

1. Does BoldDesk provide a native Power Automate connector?
   No. Integrate BoldDesk and Power Automate by using BoldDesk webhooks, the BoldDesk REST API, and Power Automate HTTP capabilities. You can optionally create a reusable custom connector.

2. When should I use a BoldDesk webhook?
   Use a webhook when a BoldDesk event, such as ticket creation or update, should start a Power Automate flow.

3. When should I use the BoldDesk REST API?
   Use the REST API when an external event should create, retrieve, or update data in BoldDesk.

4. Is a Power Automate Premium license required?
   Yes. HTTP triggers, HTTP actions, and custom connectors are Premium capabilities.

5. Can a webhook run only for selected tickets?
   Yes. Add conditions to the BoldDesk webhook to restrict which ticket events are sent to Power Automate.

6. Should I include every ticket field in the webhook payload?
   Include only the fields required by the flow unless the use case specifically requires the complete available payload.

Related Articles

1. Generate and Manage API Keys in BoldDesk
2. BoldDesk API Authentication
3. How to Create Tickets Using BoldDesk API
4. BoldDesk REST API Overview for Developers
5. How to Create and Manage Webhooks in BoldDesk
6. Webhook Payloads, Headers, and Events
7. BoldDesk API Reference