1.Monitors updated first-line incidents
Integrate TOPdesk and ITSM ticketing tools to detect first-line incident status changes for ticket creation.
Create linked service tickets from updated first-line incidents
Automatically track updated incident first-line status across TOPdesk and your ITSM stack. Create and update when first-line status changes, waiting for supplier incidents, or supplier group matchesβso you can create tickets, attach contact context, and preserve cross-system links without manual ticket creation.
How this automation preserves ticket links across ITSM
When updated incident first-line status changes, delays happen as IDs stay unlinked and context gets lost. This automation filters qualifying incidents, creates tracked ITSM tickets and writes external ticket IDsβso your team can keep cross-system links accurate.
TOPdeskor swap with your favorite app
2.Filters qualifying incidents
Integrate Filter by Zapier and rules logic to continue only for qualifying incidents and reduce unnecessary ticket work.
Filter by Zapieror swap with your favorite app
3.Finds or creates company
Integrate Autotask and contact search tools to find or create the company and map source company fields.
Autotaskor swap with your favorite app
4.Finds or creates contact
Integrate Autotask and identity lookup tools to find or create the contact and map source contact fields.
5.Creates ITSM ticket
Integrate Autotask and SLA configuration tools to create a tracked ticket with priority and ticket details.
6.Updates incident with ticket ID
Integrate TOPdesk and incident notes to update the source incident with the created ticket ID and reference.
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Accelerate ticket resolution with automated ticket routing, priority alerts, and status updates
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