1.Monitors new incident processing status
Integrate TOPdesk, IT service desk workflows, and incident tracking tools to monitor incidents that reach the configured processing status.
Create triage ticket from escalated incident to desk
Automatically detect incidents reaching the configured processing status across TOPdesk and Autotask. Create and update when incidents qualify, recent activity is mapped, and ticket references get written backβso you can create tickets, add notes, and update incidents without manual incident logging.
How this automation turns escalated incidents into tickets
When escalated incidents reach a configured processing status, delays can stall response and create incomplete audit trails. This automation monitors incidents, pulls recent activity, creates and notes tickets, and updates the originating incidentβso your team can triage faster.
TOPdeskor swap with your favorite app
2.Fetches recent incident activity
Integrate TOPdesk and analytics tools to pull latest actions and notes for the incident and map them to ticket fields.
3.Creates service ticket
Integrate Autotask and IT ticketing systems to create a ticket, map incident details to descriptions, and route priority and queue.
Autotaskor swap with your favorite app
4.Creates ticket note
Integrate Autotask and knowledge base workflows to create a published internal note with the incident link and mapped activity.
5.Updates originating incident
Integrate TOPdesk and IT incident tracking tools to update the incident with the external ticket number and an action note.
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Accelerate incident response with automated alert routing, severity tagging, and owner assignment
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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.
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Let your workflow handle follow-ups, updates, notifications, and reporting so your team can track progress and act faster.
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