1.Monitor updated incident
Integrate TOPdesk and incident tracking tools to catch updated incidents and route qualifying reopen events.
Update downstream ticket and add note when incident reopens
Automatically monitor updated incident records across TOPdesk, Filter by Zapier, and Autotask. Create and update when incident actions change or a downstream ticket match is foundβso you can update tickets, append incident memos to notes, and write ticket references back without manual triage.
How this automation syncs incident links across tickets
When incident records reopen but the downstream ticket stays stale, delays can break triage and duplicate work. This automation filters qualifying updates, looks up and updates the matching Autotask ticket with memo notes, and writes the downstream ticket reference back to TOPdeskβso your team can respond faster.
TOPdeskor swap with your favorite app
2.Continue only qualifying incidents
Integrate Filter by Zapier and routing rules to confirm supplier and processing status match configured criteria.
Filter by Zapieror swap with your favorite app
3.Retrieve incident memo and operator
Integrate TOPdesk and incident lookup data to map incident memo and operator details and prevent duplicate downstream links.
4.Find ticket by external reference
Integrate Autotask and ticket lookup fields to search for the matching ticket and verify the correct customer account.
Autotaskor swap with your favorite app
5.Update ticket status and note
Integrate Autotask and ticket note history tools to update ticket status, set transfer flag, and publish the incident memo note.
6.Write downstream ticket back
Integrate TOPdesk and incident record updates to save the downstream ticket number and the updated processing status back to the incident.
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Step 1
Connect your tools
Bring your apps together so information can move automatically between the tools your team already uses.
Step 2
Define the trigger
Choose the events that should start your workflow, like a new submission, updated record, completed task, or customer action.
Step 3
Automate and measure
Let your workflow handle follow-ups, updates, notifications, and reporting so your team can track progress and act faster.
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