How to Sync Tickets from BoldDesk to Salesforce Easily
This article walks you through how to sync tickets from BoldDesk to Salesforce easily, so your support operations and CRM stay perfectly aligned. Once configured, BoldDesk can automatically create and update Salesforce cases based on ticket events—reducing manual data entry, improving visibility for sales and support teams, and ensuring a single source of truth for customer issues. Once the ticket sync is configured, BoldDesk can automatically create and update Salesforce cases based on selected ticket events.
Plan Limit
The BoldDesk to Salesforce Sync Tickets is only supported in the BoldDesk Enterprise Team Base plan.
Enabling Ticket Sync
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Navigate to Marketplace > Salesforce CRM > Edit.
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Go to the ticket sync tab and toggle the switch to Enable two-way ticket sync. Enabling this allows you to sync BoldDesk tickets to your Salesforce cases and vice versa.
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Choose one or both ticket events (Ticket creation and/or Ticket property updates) to trigger sync actions.
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Generate your BoldDesk API key. Once generated, paste it into the designated textbox. Explore How to Generate a BoldDesk API Key?
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Use the Status Mapping section to map BoldDesk ticket statuses to correspond to Salesforce case statuses.
Configure Case Origin for BoldDesk Tickets
When a BoldDesk ticket is synchronized to Salesforce, the corresponding Salesforce case uses BoldDesk as its Case Origin.
Configure the Salesforce Case Origin picklist to include the BoldDesk value. This allows Salesforce users to identify, filter, report on, and automate cases created through the BoldDesk integration.
Complete this configuration before testing ticket creation. If the BoldDesk value is unavailable or inactive in the Salesforce Case Origin picklist, the synchronized case may not be identified correctly by its origin.
Activate the BoldDesk Case Origin
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In Salesforce, go to Setup > Object Manager.
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Select Case.
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Select Fields & Relationships.
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Open the Case Origin field.
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Under Case Origin Picklist Values, locate BoldDesk.
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If BoldDesk is listed under Inactive Values, click Activate.
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If the value is unavailable, add the following picklist value:
BoldDesk -
Save the changes.
The Case Origin value must be entered as BoldDesk so that synchronized cases can be identified consistently.
Filter Cases Created from BoldDesk
After activating the Case Origin value, use the following Salesforce filter:
| Field | Operator | Value |
|---|---|---|
| Case Origin | equals | BoldDesk |
You can use this filter in:
- Case List Views.
- Reports.
- Salesforce Flows.
- Workflow and automation criteria.
- Other Salesforce features that support Case field filtering.
Verify the Case Origin
After enabling ticket-creation synchronization:
- Create a test ticket in BoldDesk.
- Open the corresponding case in Salesforce.
- Confirm that Case Origin is set to BoldDesk.
- Apply the
Case Origin equals BoldDeskfilter in a Salesforce Case List View. - Confirm that the synchronized case appears in the filtered results.
How Sync Works on Ticket Creation
To understand how synchronization works during ticket creation, please follow these steps.
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Select the Create > Ticket option from the navigation pane as shown in the image below.
If the Requester belongs to multiple Contact Groups, the primary group is selected by default, and you can change it if needed. Only statuses that are mapped will sync to Salesforce. If the selected status isn’t mapped, the default status ‘New’ is used.
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Complete all required ticket fields and click Create.
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Once you create a ticket in BoldDesk, you will see the following image appear.
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A Salesforce case is automatically created under the appropriate synced account.
- When a ticket is created in BoldDesk, one corresponding case is created in Salesforce.
- The Salesforce case uses BoldDesk as its Case Origin when the value is configured and active.
- If the requester belongs to multiple Contact Groups, the primary group is selected by default and can be changed when creating the ticket.
- If the selected BoldDesk status is not mapped, Salesforce uses the default case status New during case creation.
How Sync Works on Ticket Property Updates
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When a BoldDesk ticket is updated, the following fields synchronize with Salesforce in real time:
- Subject
- Description
- Requester
- Contact Group
- Status
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Status updates are skipped if the selected status is not mapped in the Status Mapping.
Frequently Asked Questions
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What happens if the selected ticket status isn’t mapped?
- On ticket creation, Salesforce uses the default status ‘New’.
- On ticket property update, status changes are not synced.
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When is a Salesforce case created for a BoldDesk ticket?
A case is created immediately after a BoldDesk ticket is successfully created, provided syncing for ticket creation is enabled. -
Which ticket fields are supported for sync during updates?
Only updates to Subject, Description, Requester, Contact Group, and Status are synced. -
What happens if the requester is removed from a BoldDesk ticket?
The update will be skipped, and the existing requester information will be retained in the corresponding Salesforce case. -
What happens if a ticket is deleted in BoldDesk?
The deletion will not sync to Salesforce. The associated case in Salesforce will remain unchanged. -
What are the requirements/permissions you need in Salesforce to make sure it works?
Authorizing the Salesforce app in the BoldDesk Marketplace app is sufficient. -
How can Salesforce users identify cases created from BoldDesk?
Activate or add BoldDesk as a Salesforce Case Origin value. Cases created through the BoldDesk ticket synchronization can then be identified using Case Origin equals BoldDesk. -
Where can the BoldDesk Case Origin be used in Salesforce?
Use the Case Origin field in Salesforce Case List Views, reports, Flows, and supported automation criteria.
