Linking BoldDesk as a source
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Contents
The BoldDesk connector syncs your help desk data – tickets, ticket updates, ticket worklogs, contacts, contact groups, agents, satisfaction ratings, groups, and brands – into PostHog, so you can analyze support activity alongside your product data.
Prerequisites
You need a BoldDesk account with API access. You'll need your BoldDesk subdomain and an API key.
Adding a data source
- In PostHog, go to the Sources tab of the data pipeline section.
- Click + New source and click Link next to this source.
- Enter your credentials (see Configuration below) and click Next.
- Select the tables you want to sync, choose a sync method and frequency, then click Import.
Once the syncs are complete, you can start querying this data in PostHog.
When linking BoldDesk, you'll need:
- Subdomain – the subdomain of your BoldDesk account. For
https://yourcompany.bolddesk.com/, the subdomain isyourcompany. If you use a custom domain, enter yourbolddesk.comsubdomain instead. - API key – create one in BoldDesk under Profile → API keys (
https://yourcompany.bolddesk.com/agent/personal-settings). The API key reads the same tickets and records as the agent who created it.
Sync modes
Each table can be synced in one of several modes, depending on what the source supports:
- Webhook (when available) – the source pushes changes to PostHog in real time. Fastest freshness, lowest ongoing cost, and the only mode that reliably captures updates and deletes.
- Incremental – only new or updated rows are synced on each run, using a cursor field (such as an
updated_attimestamp). Cheaper than a full refresh, but deletes aren't captured. - Append only – new rows are appended using a cursor field; existing rows are never updated. Ideal for immutable, append-only tables like event logs.
- Full refresh – the whole table is reloaded on every sync. Use it when a table has no reliable cursor or when you need deletions reflected.
See sync methods for a full explanation of how each mode works and how to choose between them.
Configuration
| Option | Type | Required |
|---|---|---|
BoldDesk subdomain | text | Yes |
API key | password | Yes |
Supported tables
| Table | Description | Sync method | Incremental field | Primary key |
|---|---|---|---|---|
tickets | A support ticket in BoldDesk. | Incremental, Full refresh | lastUpdatedOn | — |
ticket_updates | A reply or note added to a BoldDesk ticket. | Incremental, Full refresh | updatedOn | — |
ticket_worklogs | Time an agent logged against a BoldDesk ticket. | Incremental, Full refresh | lastModifiedOn | — |
contacts | A customer contact in BoldDesk. | Incremental, Full refresh | lastModifiedOn | — |
contact_groups | A contact group in BoldDesk, usually a customer company. | Incremental, Full refresh | lastModifiedOn | — |
agents | An agent (help desk user) in BoldDesk. | Incremental, Full refresh | lastModifiedOn | — |
satisfaction_ratings | A customer satisfaction (CSAT) rating given on a BoldDesk ticket. | Incremental, Full refresh | lastModifiedDate | — |
groups | An agent group in BoldDesk. | Full refresh | — | — |
brands | A brand (separate help desk portal) in BoldDesk. | Full refresh | — | — |
Table details
| Table | Description | Sync method |
|---|---|---|
tickets | Support tickets | Incremental |
ticket_updates | Replies and notes added to tickets | Incremental |
ticket_worklogs | Time logged against tickets | Incremental |
contacts | Customer contacts | Incremental |
contact_groups | Contact groups (usually customer companies) | Incremental |
agents | Help desk users | Incremental |
satisfaction_ratings | Customer satisfaction (CSAT) ratings | Incremental |
groups | Agent groups | Full refresh |
brands | Help desk portals | Full refresh |
Incremental tables sync only new or updated records on each run. Full refresh tables reload all data on each sync.
Troubleshooting
If your sync is failing or data looks wrong, see the Data warehouse troubleshooting guide. If that doesn't help, contact support – we're happy to help.