BoldDesk Source

Connect BoldDesk as a source to sync help-desk data from your BoldDesk account. Tickets, contacts, contact groups, agents, and activities sync incrementally; brands, groups, roles, ticket statuses, ticket priorities, ticket sources, and chat conversations and messages sync with full refresh.

For an overview of capabilities and use cases, see the BoldDesk connector page. To run pipelines natively inside Snowflake, see Snowflake Native ETL.

Prerequisites

Before you begin, ensure you have:

• A BoldDesk account on a paid plan -- API keys are not available on trial accounts
• A licensed agent account whose profile has the Manage API Keys permission, used to create the key
• Your BoldDesk domain -- your tenant host, such as mycompany.bolddesk.com
• A BoldDesk API key with read access to the objects you want to sync

Supported Objects

Object	Sync Mode	Description
Tickets	Incremental	Support tickets in your help desk, including custom fields.
Contacts	Incremental	End users and requesters, including custom fields.
Contact Groups	Incremental	Groups that organize contacts, including custom fields.
Agents	Incremental	Help-desk agents in your account.
Activities	Incremental	Activity records associated with tickets.
Brands	Full Refresh	Brands configured in your account.
Groups	Full Refresh	Agent groups used for ticket assignment.
Roles	Full Refresh	Agent roles and their definitions.
Ticket Statuses	Full Refresh	The set of ticket statuses.
Ticket Priorities	Full Refresh	The set of ticket priorities.
Ticket Sources	Full Refresh	The channels tickets can arrive through.
Chat Conversations	Full Refresh	Conversations from BoldDesk live chat.
Chat Messages	Full Refresh	Individual messages within chat conversations.

Not Yet Supported

The connector does not currently sync knowledge base articles, canned responses, ticket templates, satisfaction (CSAT) surveys, SLA policies, automation rules, email and notification templates, webhooks, or audit logs.

Contact us with the objects you need -- expansion is prioritized by customer demand.

Incremental Sync

Tickets, Contacts, Contact Groups, Agents, and Activities sync incrementally on their last-updated timestamp -- only records changed since the last run are fetched. The remaining objects (see Supported Objects) run full refresh.

BoldDesk stamps the updated timestamp a few seconds after a record changes, so a record edited right at the end of a sync window can occasionally be re-read on the next run. If you notice late-arriving updates being missed, increase the Lookback Period (see Configuration).

Authentication

BoldDesk uses API key authentication. Supaflow sends your API key with each request to your BoldDesk tenant; no OAuth flow is involved.

Create an API Key

API keys belong to a licensed agent, and that agent's profile must have the Manage API Keys permission -- without it, BoldDesk returns "Access Denied" during key creation.

1. Sign in to BoldDesk as a licensed agent with the Manage API Keys permission
2. Click your profile avatar and select View profile & Settings
3. Open the API Keys tab and click Create API Key
4. Enter an Identification Name and click Create
5. Copy the generated key immediately -- BoldDesk will not show it again

For step-by-step vendor instructions, see BoldDesk's guide on generating and managing API keys.

Permissions

The connector is read-only and never creates, updates, or deletes data in BoldDesk. The API key must belong to a licensed agent with read access to the objects you want to sync. For long-term stability, use a key from a dedicated licensed agent (a service account) rather than an individual's, so the pipeline keeps running if that person later leaves the organization.

Configuration

In Supaflow, create a new BoldDesk source with these settings:

BoldDesk Domain*

Your BoldDesk tenant host.
Example: mycompany.bolddesk.com

API Key*

The API key you created in your BoldDesk settings.
Stored encrypted

Schema Refresh Interval

How often to re-discover your BoldDesk schema (including custom fields) before running.
Options:

• 0 - Refresh before every pipeline execution. Recommended if custom fields change routinely.
• -1 - Disable refresh. Use for static schemas.
• Positive value - Refresh interval in minutes (e.g., 60 = hourly, 1440 = daily).

Default: 0

Lookback Period

Seconds to roll the incremental cursor back on each run, to catch updates that BoldDesk stamps a few seconds after a change.
Default: 0 (no lookback)
Range: 0 to 3600 seconds (1 hour)

Test & Save

After configuring your API key, click Test & Save to verify your connection and save the source.

Rate Limiting

BoldDesk applies API rate limits to its REST API. Supaflow handles transient rate limiting automatically with retry and backoff, but very large syncs may take longer or benefit from off-peak scheduling or narrower object selection. See BoldDesk's rate limit guide for current limits.

Schema Evolution

BoldDesk schemas are re-discovered on each run (or on the cadence set by Schema Refresh Interval), including the per-account custom fields on tickets, contacts, and contact groups.

• New custom fields appear in subsequent syncs once the schema refresh runs
• New standard fields are picked up on the next schema refresh
• Deleted fields are no longer populated; the column remains in the destination
• New objects beyond those listed in Supported Objects require a connector update and are not discovered automatically

Troubleshooting

Authentication failed

Problem:

• "BoldDesk authentication failed" or an authorization error on Test & Save

Solutions:

1. Confirm the API key is current and has not been regenerated or revoked in your BoldDesk settings
2. Confirm the BoldDesk Domain is your tenant host (e.g., mycompany.bolddesk.com) with no https:// prefix
3. Confirm the key belongs to a licensed agent -- keys from unlicensed or trial accounts are not valid for API access
4. Regenerate the API key in BoldDesk and paste the new value
5. Verify the account that owns the key is active by signing in to BoldDesk in a browser

No data or missing objects

Problem:

• A sync completes but some objects return no rows, or an object is missing from the selection list

Solutions:

1. Confirm the API key's account has read access to the objects you selected
2. Confirm the records exist in the BoldDesk account that matches your domain
3. The connector syncs the objects listed under Supported Objects; objects outside that list are not available

Custom fields are missing

Problem:

• A custom field visible in BoldDesk has no matching column in the destination

Solutions:

1. Set Schema Refresh Interval to 0 to force a fresh schema discovery on the next run
2. Custom fields are supported on tickets, contacts, and contact groups; other objects do not carry custom fields
3. In the pipeline wizard, deselect and reselect the object to pick up recently added fields

Ticket updates take time to appear

Problem:

• A ticket was edited in BoldDesk but the change is not in the destination on the very next sync

Solutions:

1. BoldDesk stamps the updated timestamp a few seconds after a change, so a recent edit can land on the following sync
2. If you consistently miss late-arriving updates, set Lookback Period to 60 -- 300 seconds

Sync is slow or hits rate limits

Problem:

• A large initial sync takes a long time, or you see rate-limit warnings in the job logs

Solutions:

1. Supaflow retries automatically when BoldDesk rate-limits a request, but large backfills can still take time
2. Schedule syncs during off-peak hours or narrow the object selection in the pipeline
3. See BoldDesk's rate limit guide for current limits

Object not in the selection list

Problem:

• The BoldDesk object you need (for example, knowledge base articles or SLA policies) is not available to select

Solutions:

1. The connector exposes the objects listed under Supported Objects. Knowledge base articles, canned responses, satisfaction surveys, SLA policies, automation rules, and similar configuration objects are not currently synced.
2. Contact support with the object names you need

Support

Need help? Contact us at support@supa-flow.io