1.Start incident triage sub-zap
Integrate Sub-Zap by Zapier to start triage when a qualifying sub-zap begins.
Create incident from new customer support ticket for triage
Automatically capture qualifying support ticket IDs across HubSpot and TOPdesk. Create and enrich triage incidents when ticket ID received, urgency and impact keys mapped, or caller email foundβso you can route incidents, update sync status, and log audit records without manual routing.
How this automation routes triage incidents
When a sub-zap starts for a qualifying support ticket, triage gets delayed and tickets may land in the wrong queue. This automation fetches ticket details, runs urgency and impact lookups, creates TOPdesk incidents, updates the HubSpot ticket, and logs audit recordsβso your team can triage faster.
Sub-Zap by Zapieror swap with your favorite app
2.Fetch ticket by ID
Integrate HubSpot and CRM lookups to retrieve subject, description, category, urgency, impact, and caller emails to route triage.
HubSpotor swap with your favorite app
3.Run urgency and impact lookups
Integrate Sub-Zap by Zapier and lookup workflows to map urgency, impact, and type keys to incident field lookup IDs.
4.Create TOPdesk incident
Integrate TOPdesk and incident routing tools to create an incident with impact, urgency, and caller lookup based on the ticket.
TOPdeskor swap with your favorite app
5.Update ticket for routing
Integrate HubSpot and ticket fields to update the external incident reference and set sync status for triage.
6.Log incident audit record
Integrate Zapier Tables and audit storage to create an audit record with IDs, timestamps, and sync status.
Zapier Tablesor swap with your favorite app
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Accelerate ticket resolution with automated assignment rules, priority routing, and queue updates
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