How to Sync Tickets from BoldDesk to Salesforce

Overview

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 supported in the following BoldDesk pricing plans:

• Business
• Enterprise

Enabling ticket sync

To enable this feature, follow the given steps:

1. Navigate to Marketplace > Salesforce CRM > Edit.
   
2. Go to the ticket sync tab and toggle the switch to enable Ticket Sync.
   
3. Choose one or both ticket events (Ticket creation and/or Ticket property updates) to trigger sync actions.
   
4. Use the Status Mapping section to map BoldDesk ticket statuses to correspond to Salesforce case statuses.
   

How sync works on ticket creation

To understand how synchronization works during ticket creation, please follow these steps.

1. Select the Create > Ticket option from the navigation pane as shown in the image below.
   
2. If the Requester belongs to multiple Contact Groups, the primary group is selected by default, and you can change it if needed.
   
3. Only statuses that are mapped will sync to Salesforce. If the selected status isn’t mapped, the default status ‘New’ is used.
   
4. Complete all required ticket fields and click Create.
5. Once you create a ticket in BoldDesk, you will see the following image appear.
6. A Salesforce case is automatically created under the appropriate synced account.

How sync works on ticket property updates

• When a BoldDesk ticket is updated, the following fields synchronize with Salesforce in real time:
  • Subject
  • Description
  • Requester
  • Contact Group
  • Status
• Status updates are skipped if the selected status is not mapped in the Status Mapping.
  

Frequently Asked Questions (FAQ)

1. 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.

2. 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.

3. Which ticket fields are supported for sync during updates?
Only updates to Subject, Description, Requester, Contact Group, and Status are synced.

4. 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.

5. What happens if a ticket is deleted in BoldDesk?
The deletion will not sync to Salesforce. The associated case in Salesforce will remain unchanged.