How to Sync Tickets from Salesforce to BoldDesk

Overview

Once ticket sync is enabled and the managed package is installed, Salesforce can automatically create and update BoldDesk tickets based on selected events.

Enable ticket sync

To enable this feature, follow the given steps:

1. Navigate to Marketplace > Salesforce CRM > Edit in BoldDesk.

   

2. Go to the Ticket Sync tab and toggle Enable Ticket Sync.

   

3. Choose one or both events,

   • Ticket Creation

   • Ticket Property Updates

   

Install and Configure the Managed Package

1. Click the installation link after selecting sync events.

   

2. Log in with the same Salesforce account used in BoldDesk Marketplace.

   

3. Select Install for All Users and complete installation.

   

4. Verify installation in Salesforce Setup → Installed Packages.

   

5. In Salesforce Setup, search for Custom Metadata Types.

   1. Configure Custom Metadata Types → BoldDesk Account → Manage Records → Edit.
      

      
      
      

   2. Enter BoldDesk URL (format: https://yourbolddeskdomain/hooks/v1/salesforce).

   3. Enter BoldDesk API Key (refer to https://support.bolddesk.com/kb/article/84/how-to-generate-a-bolddesk-api-key).

   

6. Add BoldDesk URL in Remote Site Settings in Salesforce.

   1. Click New Remote Site.
      
      
   2. Enter your Site Name and main BoldDesk URL (example: https://yourcompany.bolddesk.com) and save.
      
      

7. Return to BoldDesk, refresh and complete configuration.

   
   

8. Use Status Mapping to align BoldDesk ticket statuses with Salesforce case statuses.

   

How sync works on case creation

When a Salesforce case is created, a BoldDesk ticket is generated with mapped fields:

How sync works on case property updates

Updates to Subject, Contact, and Status sync in real time. Status changes are skipped if not mapped.

How to View Errors (Failure Logs) in Salesforce:

1. Open App Launcher → BoldDesk Failure Logs.

   

2. Switch to All Errors for full list.

   

3. Click an error for details and related Case ID.

   

4. If logs are not visible, assign the BoldDesk Failure Logs permission set.

Assign Permission set.

By default, all standard users have access to view the failure logs for additional and new users follow below steps.

1. Go to Setup → Permission Sets → BoldDesk Failure Logs.

   

2. Click Manage Assignments → Add Assignment.

   
   

3. Select users and click Assign.

   
   

Uninstall Salesforce Managed Package

Uninstall: Remove user assignments from permission set, then uninstall the package from Installed Packages.

1. In Salesforce Setup, go to Permission Sets → BoldDesk Failure Logs → remove all user assignments.

   

2. Click on Manage Assignments, select all assigned users, and remove them.

   
   

3. Go to Installed Packages and uninstall Salesforce for BoldDesk package.

   

Upgrade Salesforce Managed Package:

Upgrade: Use the upgrade link in BoldDesk Marketplace and log in with the same Salesforce account.

Frequently Asked Questions (FAQ)

1. What if the package is not installed and configured correctly?

   The synchronization of tickets from Salesforce to BoldDesk will fail.

2. Do I need the package for sync from BoldDesk to Salesforce?

   No, it’s only needed for Salesforce → BoldDesk sync.

3. What if an invalid URL or API key is entered in the Custom meta data type?

   Sync fails and an error appears in Failure Logs. Enter the correct values.

4. What if the BoldDesk URL is missing from Remote Site Settings?

   Sync fails. Add the correct BoldDesk URL in Remote Site.

5. What should you do if Failure Logs are not visible in Salesforce?

   Contact your admin to assign the BoldDesk Failure Logs permission set.

6. What should be done if the following error message appears in FailureLogs?

   1. Enter a valid BoldDesk URL in the Custom Meta data type record.
      
      

7. What should be done if the following error message appears in FailureLogs?

   
   
   Enter a valid BoldDesk API Key in the Custom Meeta data type record.

8. What should be done if the following error message appears in FailureLogs?

   1. Enter the BoldDesk URL in the Remote Site Setting.
   2. If it has already been entered, verify that the correct Subdomain and Domain present in BoldDesk URL of the Custom meta data type.
      
      

9. What should be done if the following error message appears in FailureLogs?

   1. This Salesforce Account is currently not linked to any BoldDesk Account.
   2. Please request the admin to either connect this Salesforce Account to a BoldDesk Account or uninstall the managed package from Salesforce.
      
      

10. What should be done if the following error message appears in FailureLogs?

    
    
    The Ticket Sync configuration in the BoldDesk Marketplace is incomplete.

Please request the admin to finalise the setup.

11. What happens if the selected ticket status isn’t mapped?

    • On ticket creation, Salesforce uses the default status ‘Open’.

    • On ticket property update, status changes are not synced.

12. Which case fields are supported for sync during updates?

    Only updates to Subject, Requester and Status are synced.

13. What happens if the contact is removed from a Salesforce case?
    The update will be skipped, and the existing requester information will be retained in the corresponding BoldDesk ticket.

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

15. What are the requirements/permissions you need in Salesforce to make sure it works?

    • Authorizing the Salesforce app in BoldDesk.

    • Installing Salesforce Managed package.

    • Configuring Custometa data type.

    • Entering BoldDesk URL in Remote Site settings.

16. Who can create or update BoldDesk tickets from Salesforce?
    Only Salesforce users whose email is registered as an agent in BoldDesk can sync Salesforce cases to BoldDesk tickets.