1.Detect updated incident details
Integrate TOPdesk, incident routing tools, and ticketing workflows to capture updated incident number and memo data.
Update ticket when supplier incident reopens for triage
Automatically match updated incidents from TOPdesk to existing Autotask service tickets across ticket routing and incident triage workflows. Create and update tickets, add internal notes, and push incident status when incident updates, supplier metadata changes, or incident memo updatesβso you can advance triage, prevent duplicate tickets, and keep agents aligned without manual triage.
How this automation updates your triage tickets
When updated incidents need matching and a reopen can leave agents sorting records, delays can stall triage. This automation maps supplier incident details to Autotask, updates the ticket and notes, and updates the incident processing statusβso your team can keep cases moving.
TOPdeskor swap with your favorite app
2.Filter qualifying supplier incidents
Integrate Filter by Zapier and incident templates to continue only for supplier-handled incidents in approved statuses.
Filter by Zapieror swap with your favorite app
3.Find matching service ticket
Integrate Autotask and ticket lookup tools to map the incident external reference to the ticket search fields.
Autotaskor swap with your favorite app
4.Update ticket status and flag
Integrate Autotask and ticketing workflows to update the existing ticket with processing status and transfer flag.
5.Create internal ticket note
Integrate Autotask and internal note tools to append the incident memo and operator as an internal note.
6.Set incident waiting for info
Integrate TOPdesk and incident tracking tools to write the Autotask ticket reference and set the waiting-for-info status.
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Step 1
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Define the trigger
Choose the events that should start your workflow, like a new submission, updated record, completed task, or customer action.
Step 3
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