TOPdesk Inbound Integration

TOPdesk is a modular service management software that helps businesses manage IT support, facilities management, HR, and other services. It provides a centralized platform for ticketing, asset management, and workflow automation.

Through ilert's integration with TOPdesk, incidents in ilert can be automatically generated from TOPdesk tickets while also enhancing TOPdesk with reliable alerting (via phone calls, SMS, push notifications, and more) on-call scheduling and automatic escalations.

With the ilert TOPdesk integration, you can create alerts in ilert based on TOPdesk event such as tickets or calls.

In ilert: Create a TOPdesk alert source

1. Go to Alert sources --> Alert sources and click on Create new alert source

   
2. Search for TOPdesk in the search field, click on the TOPdesk tile and click on Next.

   
3. Give your alert source a name, optionally assign teams and click Next.

4. Select an escalation policy by creating a new one or assigning an existing one.

   
5. Select you Alert grouping preference and click Continue setup. You may click Do not group alerts for now and change it later.

   
6. The next page show additional settings such as customer alert templates or notification prioritiy. Click on Finish setup for now.

7. On the final page, an API key and / or webhook URL will be generated that you will need later in this guide.

   

In TOPdesk

In this guide we will use First Line Ticket service for the integration. You can use any other service to sync with ilert.

Create action sequences

1. Go to TOPdesk and then to Modules

1. Click on Action Management and then on Action sequence to add an action sequence

1. On the modal window, choose a service you are interested in e.g. Ticket Management - First Line Ticket and click on Create new action sequence

1. In the Name section, enter a name eg. iLert Create Alert Action

2. In the Available section, ensure that the Active, Apply in the Self-Service Portal and Apply in the Operator's Section checkboxes are checked

3. In the Step 1 section Name field, enter a name e.g. ilert_create_incident

4. In the Step 1 section HTTP Method field, choose POST

5. In the Step 1 section URL field, paste the Webhook URL that you generated in ilert

6. In the Step 1 section Headers field, add Content-Type: application/json and Accept: application/json

7. In the Step 1 section Body field, copy and paste the following JSON payload

{
"eventType": "ALERT",
"incidentKey": "${naam}",
"summary": "${korteomschrijving}"
}

1. Optional: Add more entries to the request body to show custom information in an ilert alert. You can find more TOPdesk variables in the DataDict

For example: to add ticket caller to ilert alert details just add persoonid variable on the top-level of json body

{
"eventType": "ALERT",
"incidentKey": "${naam}",
"summary": "${korteomschrijving}",
"persoonid": "${persoonid}"
}

1. Click on Save

2. Go to Modules again

3. Click on Action Management and then on Action sequence to add an action sequence

1. On the modal window, choose a service you are interested in e.g. Ticket Management - First Line Ticket and click on Create new action sequence

1. In the Name section, enter a name eg. iLert Create Alert Action

2. In the Available section, ensure that the Active, Apply in the Self-Service Portal and Apply in the Operator's Section checkboxes are checked

3. In the Step 1 section Name field, enter a name eg. ilert_resolve_incident

4. In the Step 1 section HTTP Method field, choose POST

5. In the Step 1 section URL field, paste the Webhook URL that you generated in ilert

6. In the Step 1 section Headers field, add Content-Type: application/json and Accept: application/json

7. In the Step 1 section Body field, copy and paste the following JSON payload

{
"eventType": "RESOLVE",
"incidentKey": "${naam}",
"summary": "${korteomschrijving}"
}

1. Click on Save

Create events

1. Go to Modules

2. Click on Action Management and then on Event to add a new event

1. On the modal window, choose a service you are interested in e.g. Ticket Management - First Line Ticket and click on Create new event

1. In the Details section Name field, enter a name eg. iLert - Create Alert Event

2. In the Details section Active field, ensure that checkbox is checked

3. In the Details section Choose type field, choose New card

4. In the Linked actions section, choose the action sequence iLert - Create Alert Action that you created in the last step

5. Optional: You can choose another card type (e.g. Edit card) and add conditions or specifications for your use case (e.g. Status changed to "Open"). In this case an ilert alert will be created only if event conditions and specifications match.

1. Click on Save

2. Go to Modules again

3. Click on Action Management and then on Event to add a new event

1. On the modal window, choose a service you are interested in e.g. Ticket Management - First Line Ticket and click on Create new event

1. In the Details section Name field, enter a name eg. iLert - Resolve Alert Event

2. In the Details section Active field, ensure that checkbox is checked

3. In the Details section Choose type field, choose Edit card

4. In the Linked actions section, choose the action sequence iLert - Resolve alert that you created in the last step

5. Optional: You can add conditions or specifications for your use case (e.g. ticket was closed). In this case an ilert alert will be resolved only if event conditions and specifications match.

1. Click on Save

FAQ

Will alerts in ilert be resolved automatically?

Yes

Can I connect TOPdesk with multiple alert sources from ilert?

Yes, simply create more action sequences in TOPdesk.

Can I customize the alert messages?

Yes, any custom field will be shown in the alert details.

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