Make is a web-based automation tool that runs workflows called Scenarios. A Make Scenario consists of a trigger module and one or more action modules. The action modules execute whenever the trigger event occurs. This article documents the BoldDesk modules available in Make, and how to configure instant triggers (webhooks) and actions for BoldDesk.

Supported Triggers and Actions

The supported triggers and actions are discussed below.

Supported Triggers

The supported triggers are listed in the following table.

Supported Actions

The supported actions are listed in the following table.

How to Create a Scenario Trigger for BoldDesk

Follow the steps below to create a trigger in Scenario:

1. Sign in to your Make account or create a new account if you don’t have one already.
2. Click the Create Scenario button in the top-right.
   
   
   
   
   
3. Search and select the app to perform the action. Then, select the instant trigger event from the dropdown list.
   
   
   
   
   
   
   
   
4. If you have already created a Webhook, select it from the dropdown list, or create a new Webhook using the Add or Create a Webhook button.
   
   
   
   
   
   
   
   
5. To create a new Webhook, enter the Webhook name and connection.
   • If you have already connected a BoldDesk account, select it from the dropdown list, or connect a new account using the Add or Create a connection button in the Create a Webhook tab.
     
     
     
     
     
     
     
     
   • To connect a new BoldDesk account, enter a connection name, enter your BoldDesk domain (for example, If your Bolddesk URL is https://abc.bolddesk.com then enter abc), paste your BoldDesk API key into the API Key field, and click Save to complete the connection.
     
     
     
     
     
   • Click Save to complete the webhook creation.
6. Click Copy address to clipboard and register the URL in BoldDesk. Explore How to Create and Manage Webhooks in BoldDesk Tickets.
   
   
   
   
   
7. Click Save to finish configuring the instant trigger; it will be enabled and ready to use in your scenario.
8. Click Run once to fetch sample data and validate the trigger.
   
   
   
   
   

Filtering by Group Name in Make

• If the Group Name appears as empty in the trigger payload, it means the ticket has not yet been assigned to a group.
• Use the Get a Ticket module to retrieve the complete ticket data. By adding a Get a Ticket module after the initial trigger, you can access complete ticket details, including Group Name, and apply accurate filtering in your Make workflows. This ensures reliable automation even when group assignment is populated later rather than at the moment of ticket creation.
• Alternatively, consider using the Update Ticket trigger to capture group assignment changes after ticket creation.

How to Create a Scenario Action for BoldDesk

Follow the steps below to create an action in Scenario:

1. Sign in to your Make account or create a new account if you don’t have one already.
2. Click the Create Scenario button in the top-right.
   
   
   
   
   
3. Search and select the app to perform the action. Then, select the action event from the dropdown list.
   
   
   
   
   
   
4. If you have already connected a BoldDesk account, select it from the dropdown list, or connect a new account using the Add or Create a connection button.
   
   
   
   
   
   
   
   
5. To connect a new BoldDesk account, enter a connection name, enter your BoldDesk domain (for example, If your Bolddesk URL is https://abc.bolddesk.com then enter abc), paste your BoldDesk API key into the API Key field, and click Save to complete the connection.
   
   
   
   
   
6. Fill in the required fields or map values from previous modules, then click Save.
7. Click Run Once to send test data to BoldDesk and verify the action creates, updates, or retrieves the expected records.
   
   
   
   
   

Error Handling

1. If there are any errors, they will be displayed.
   
   
   
   
   
2. Also, we can see all module’s execution results in respective Scenarios History.
   
   
   
   
   

Troubleshooting

Missing data in trigger payload (Group Name, Assignee, Category)

Cause: Instant trigger payloads can include only event-specific fields, not full ticket details.
Fix:

• Add Get a Ticket after the trigger to retrieve full ticket data.
• Use Watch updated tickets for fields that may be set after ticket creation (for example, group assignment).

Webhook does not trigger after repeated Make scenario errors

Cause: Make can automatically disable a webhook after multiple failed runs.
Fix:

• Open the Make scenario.
• Go to History.
• Fix the errors shown for the failed runs.
• Re-enable the scenario.
• Select Run once to activate the webhook again.

Incorrect data type mapping in action modules

Cause: Mapped values do not match BoldDesk field expectations (for example, Priority expects a number).
Fix:

• Review each mapped field and ensure correct data types and formats.
• For Make mapping behavior and typing, see: Make’s Mapping Details – Help Center.

Required fields missing in Create/Update actions

Cause: Required fields are empty or incorrectly mapped in the Make module.
Fix:

• Verify all mandatory fields are mapped.
• Validate formats for each required field before sending.

Frequently Asked Questions

1. Why is Group Name empty in my trigger output?
   The trigger payload can be event-specific, and the ticket may not be assigned to a group yet. Add Get a Ticket after the trigger or use Watch updated tickets to capture later assignment.

2. How do I recover if my Make webhook stops firing?
   Check Scenario → History, resolve the errors, re-enable the scenario, then select Run once to reactivate the webhook.

3. Which identifier should I use to retrieve tickets, contacts, or groups?
   Use Ticket ID for Get a ticket and External Reference ID for Search tickets/contacts/contact groups when available.

4. Why does my BoldDesk action fail even though the scenario runs?
   Common causes are incorrect data types and missing required fields. Validate mappings, especially numeric fields (for example, Priority) and any required fields in Create/Update modules.

5. Do BoldDesk actions in Make require an API key?
   Yes. A Make connection requires your BoldDesk domain and API key.

Related Articles

1. How to Create and Manage Webhooks in BoldDesk
2. Make’s Mapping Details – Help Center