1.Monitor updated incident
Integrate TOPdesk and incident monitoring tools to receive updated incident payloads and expose incident fields.
Create service ticket from updated incident for IT
Automatically monitor updated incidents across TOPdesk and Autotask for IT workflows. Create and update service tickets when incident summary changes, incident priority shifts, or department incidents updateβso you can eliminate ticket duplication, add the latest incident context, and write back ticket references without manual follow-up.
How this automation protects your incident to ticket flow
When updated incidents arrive, delays or mismatched references can cause duplicate work and stalled resolutions. This automation qualifies the incident, creates an Autotask ticket with a note, and updates the TOPdesk incident referenceβso your team can respond faster.
TOPdeskor swap with your favorite app
2.Qualifies incident for processing
Integrate Filter by Zapier and IT workflow rules to continue only for configured department incidents and missing references.
Filter by Zapieror swap with your favorite app
3.Waits to reduce race conditions
Integrate Delay by Zapier and automation timers to pause 1 minute before fetching the latest action entries.
Delay by Zapieror swap with your favorite app
4.Searches recent incident actions
Integrate TOPdesk and incident history tools to fetch the most recent action text and avoid duplicate downstream tickets.
5.Creates ticket and adds note
Integrate Autotask and ticket management to create the service ticket, map priority and queue, and add an internal note.
Autotaskor swap with your favorite app
6.Updates incident external reference
Integrate TOPdesk and incident tracking to update the incident with the created ticket number and log the related action.
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