TOPdesk Integration in Automations

Learn how to setup the TOPdesk integration in Ebbot Automations on this page.

Prerequisites

Phase 1: Ebbot Setup

Before you can finalize the TOPdesk configuration, you must create a Connection and Trigger inside the Ebbot automations platform:

• Inside the Ebbot Automations platform, navigate to Integrations → TOPdesk → Read more & connect.

• Read through the “TOPdesk Workflow Integration Overview”.

• Click “Create connection” and fill out the details for your TOPdesk instance.

• Note 1: The TOPdesk URL should be on the format domain.topdesk.net, excluding https:// and / at the end.

• Note 2: Ensure that the API user has read and write permissions for incidents, as well as the necessary API permissions.

• Create a new trigger from the Trigger dropdown menu. To build a first workflow triggered by an incoming topdesk incident event, you should select the trigger “incoming_topdesk_incident_event”.

• Give the trigger a name, and then click Initiate trigger.

• Note: The ID is a unique string found under the Trigger's name (e.g., 12n6f763-4c07-4a69-927b-603ebc52f512).

• You should now see your new trigger along with its corresponding Trigger ID → copy the Trigger ID.

Phase 2: Open TOPdesk Action Management

Follow these steps to import the Ebbot template into TOPdesk:

1. Login to your TOPdesk environment.

2. Press the TOPdesk Menu icon (top-left corner).

3. Click on Modules.

4. In the Navigator menu, choose Action Management.

5. Click on Automated Actions.

6. Click on New automated action.

7. Search for "Call Management - Call"

8. Please note that naming may vary between TOPdesk environments. If you cannot find “Call Management,” look for the corresponding module in your environment, such as “Ticket Management.”

9. Click on Create action.

10. Click on Configure the action.

11. Under Other options, click on Import an action.

12. Upload the Template JSON file (TEMPLATE - Trigger Ebbot Automations Flow.json) - You can download the file below:

3KB

JSON TEMPLATE - Trigger Ebbot Automations Flow.json

Open

Configuration Steps

1. Update the HTTP URL

In the URL field of the newly imported HTTP action, provide your unique environment details:

• Replace <EBBOT_TRIGGER_ID> with the Trigger ID you copied from the Ebbot platform.

• Note: also remove the <>.

2. Finalize the TOPdesk Action

• Click "Finish your automated action" to lock in the settings.

• Define the specific TOPdesk Triggers (e.g., New Call Registered) that should fire this action.

• Save your selection.

3. Setup the Workflow in Ebbot

Now that TOPdesk is sending data, you must define the automation logic:

• Open the Ebbot Automations Platform and navigate to the Workflows.

• Under Templates, you will find pre-defined workflows for Incident Auto Response, Auto categorize, AI incident summary etc.

• If you want to use any of the template template scenarios, select the workflow template you want to configure and review each node to fill the required fields. Once you press “Activate flow(s)”, the templates will become unpublished workflows which you can edit in the Flow Builder to match your needs. For more information about using templates, see Templates.

• If you have a specific custom logic in mind, you can create a new workflow from scratch by clicking “+ Create flow” in the top-right corner.

• This opens a blank canvas in the Flow Builder, giving you total control over the automation's structure.

• Check out Building Workflows for detailed flow-building guides.