1.Detects new case incident
Integrate Microsoft Dynamics 365 CRM and CRM workflow tools to trigger when a new case or incident record is created.
Create service desk incident from new CRM case for IT
Automatically monitor new case and incident records across Microsoft Dynamics 365 CRM and TOPdesk. Create and update service desk incidents when new CRM cases are created, so you can match callers, create the right incident, and write back ticket numbers without manual ticket triage.
How this automation creates service desk incidents
When a new case or incident is created in Microsoft Dynamics 365 CRM, delays can stall triage and slow response times. This automation finds caller context, creates the right TOPdesk incident, and updates the CRM case with the incident numberβso you can respond without chasing ticket details.
Microsoft Dynamics 365 CRMor swap with your favorite app
2.Finds matching contact
Integrate Microsoft Dynamics 365 CRM and contact lookup tools to map the case customer reference to contact fields.
3.Queries TOPdesk by email
Integrate Webhooks by Zapier and service desk APIs to get the TOPdesk person by the mapped caller email.
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4.Creates the service desk incident
Integrate TOPdesk and IT incident workflows to create a registered or unregistered caller incident with mapped details.
TOPdeskor swap with your favorite app
5.Updates CRM with incident number
Integrate Microsoft Dynamics 365 CRM and ticketing systems to write the created incident number back to the CRM case.
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