1.Monitors new first- or second-line incident
Integrate TOPdesk and incident tracking tools to watch for qualifying first- or second-line incidents and pull core incident fields.
Create tracked ticket from new IT incident for triage
Automatically monitor new first- and second-line incidents across TOPdesk. Create and update Autotask tickets and write the ticket reference back when incidents qualify—so you can create tickets, add notes, and update ownership without manual triage.
How this automation accelerates triage ticket ownership
When new first- or second-line incidents land in TOPdesk, delays can slow triage and create ownership gaps. This automation creates Autotask tickets, adds ticket notes, and updates the source incident reference—so your team can act on clear, tracked context.
TOPdeskor swap with your favorite app
2.Filters to qualifying incidents
Integrate Zapier and workflow filters to continue only for records that match your qualification rules for incident triage.
Filter by Zapieror swap with your favorite app
3.Creates Autotask ticket
Integrate Autotask and ticketing workflows to map incident fields into a new service ticket with default priority.
Autotaskor swap with your favorite app
4.Adds ticket note with reference
Integrate Autotask and note-taking workflows to record recent incident activity and map the originating incident reference.
5.Updates source incident with ticket reference
Integrate TOPdesk and incident tracking tools to write the Autotask ticket reference back for traceability.
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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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