Integration between Truchamp and BoldDesk is possible through the use of our REST APIs and Webhooks. You may connect Truchamp with BoldDesk by utilizing:

• REST APIs → to generate tickets in BoldDesk from Truchamp
• Webhooks → to transmit ticket resolution updates back to Truchamp

This approach ensures automated workflows, real-time synchronization, and a consistent support experience.

How the Integration Works

1. Create Tickets in BoldDesk (Truchamp → BoldDesk)

When a user submits a request in Truchamp, call the Create Ticket API to generate a ticket in BoldDesk. Explore Create Ticket API.

Sample Payload

{
  "requesterEmailId": "[email protected]",
  "requesterName": "John Alex",
  "subject": "Sample ticket",
  "description": "<p>Sample description</p>",
  "ticketFormId": 6,
  "brandId": 7,
  "priorityId": 1,
  "customFields": {
    "cf_field": "hello"
  }
}

Permission to Manage API

Agents require Profile permission to Manage API keys in order to create tickets via API.

2. Send Resolution Updates (BoldDesk → Truchamp)

Configure a Webhook to notify Truchamp when a ticket is marked Resolved/Solved.

Setup:

1. Go to Admin → Webhooks
2. Select module as Ticket and Event as Property updated and Reply created.
3. Set Truchamp endpoint as destination
4. Select the request type as PUT.
5. Add condition: Status = Resolved/Solved
6. Set the content type as Json
7. Under Body content, choose advanced
8. Add the sample payload below under the custom payload.
9. Click on Add.
   
   
   
   
    

Explore How to Create and Manage Webhooks in BoldDesk Tickets.

Sample Payload

{
  "ticket": {
    "TicketId": 12345,
    "Subject": "Login failure on mobile",
    "Status": { "Id": 6, "Name": "Resolved" },
    "State": { "Id": 4, "Name": "Closed" },
    "LastPublicNotes": "Issue resolved. Please try logging in again.",
    "LastMessages": "Agent reply contents here",
    "ResolutionDue": "2026-02-13T06:15:00Z",
    "Url": "https://{your-domain}/agent/tickets/12345"
  }
}

Permission to Manage Webhook

Agents require Admin permission to add or update webhooks.

Best Practices

• Validate IDs like ticketFormId, brandId, and priorityId
• Use customFields to pass Truchamp-specific data
• Trigger webhooks only on Resolved/Solved status to reduce noise
• Secure your webhook endpoint (authentication/validation)

Frequently Asked Questions

1. How do I integrate Truchamp with BoldDesk?
   Use the Create Ticket API to send requests from Truchamp to BoldDesk and configure Webhooks to receive ticket updates back in Truchamp.

2. Can Truchamp automatically create tickets in BoldDesk?
   Yes. Call the Create Ticket API with requester, subject, and description details.

3. How does Truchamp get notified when a ticket is resolved?
   Configure a Ticket Updated webhook in BoldDesk with a condition Status = Resolved/Solved.

4. What data is sent in the webhook?
   Common fields include ticket ID, subject, status, last public notes, last message, and ticket URL.

5. Can I include custom fields when creating tickets?
   Yes. Use the customFields object in the API payload.

6. Why are live chat or omnichannel APIs (WhatsApp, Twilio, Instagram) not exposed?
   BoldDesk APIs and webhooks focus on ticket-based workflows (tickets, contacts, activities, etc.) for scalability and consistency. Omnichannel messaging is managed within the platform and not exposed as public APIs. For extensibility, use SDKs for real-time experiences and ticket APIs/webhooks for automation.

7. Do I need admin access to set this up?
   Yes. Admin access is required to configure webhooks, and an API key is needed for API calls.

Related Articles

1. BoldDesk REST API Overview for Developers
2. How to Create and Manage Webhooks in BoldDesk Tickets
3. Generate and Manage API Keys in BoldDesk