Automation

Previously, when an operator set a ticket to Waiting for user while the caller was absent, the status would immediately change back to Updated by user. This happened because the automatic reply email was imported, and TOPdesk interpreted it as a response. We imported emails automatically to determine whether a reporter was available.As of today, this issue has been resolved with a new action sequence . When an agent sets a ticket to Waiting for user, the system automatically checks via the Microsoft Graph API whether the caller has set an automatic reply.If so, an invisible action is added containing the absence period (start and end date, if specified) and the actual absence message.

Welcome to our community! We’re here to help each other work faster and easier. This week is all about saving time with TOPdesk—whether it’s small tweaks or smart workflows that make a big difference in your day.To kick things off, here’s a question for you:Which automation in TOPdesk saves you the most time—and why?We’d love to learn from your experience. Share your answer in the comments and keep it practical:Before/after: what did you do manually before, and what’s automated now? How to set it up: briefly describe the steps (trigger, macro, workflow). Impact: how much time or clicks does it save, and for whom? Pitfalls: what should others avoid—or definitely do?Tip: even small automations count—they often deliver instant wins.Let’s make each other better: feel free to tag someone who helped you or has a great example.🔒 Important: do

Hi all  🙂Has anyone setup a TOPdesk MCP server, and if so have you found any helpful use cases for this?

Wij hebben voor onze IT kavels (4) aparte mailimport folders zodat de juiste behandelaarsgroep cq coordinator wordt gezet bij mailimport.Wijzigingen importeren bij ons standaard als Voorlopige wijzigingsaanvraag. Nu loop ik hierop vast.Ik doe de query /tas/api/operatorChanges/${unid} en krijg de volgende respons:Response body: {"status":400,"errors":[{"errorCode":"Change type is not set. Please first set the change type before continuing","appliesTo":[]}]}Ik heb geen idee wat ik precies moet doen nu. Als ik het op een normale (dus niet voorlopige) wijzigingsaanvraag uitvoer krijg ik wel netjes respons.edit: ik snap de foutmelding, hij wil weten of het een eenvoudige of uitgebreide change is, maar zover is het proces nog niet..

Have you ever noticed that your New Card or Edit Card events do not trigger when an incident enters TOPdesk via the mail import?That’s correct — and it makes sense. These events only trigger when an operator clicks the Save button, and that doesn’t happen with a mail import.Fortunately, this is easy to solve. With a small adjustment, you can still start automated actions as soon as an incident is created or updated through the mail import. Below we explain how to create such an event using Card date. Triggering an event after creating an incident via Mail import Create an event with the following settings:Active: checked Occurs with: Card date Condition: Creator of the Card equals the account used by the Mai limport Card date + interim: 1 minute after Date/time of creationThis event auto

I want to achieve the following:I have a webhook called wh-ar-00 which should receive a body with content-type ‘application/json’.I want to pass this body to another webhook wh-msg-00 which expects the following format:{  "source”: "WH-AR-00”,  "body”: ${_request.body}}As the _request.body is an extended hash, I need to transform this to a JSON string to pass it on. How do I do this with an extended hash?

If you work with both a test and a production environment, you used to have to manually adjust the URL in your action sequences each time. That was a lot of work and sometimes quite frustrating.Since 2023, TOPdesk has offered a solution for this: relative URLs.A relative URL contains only the part after the domain name. The rest is filled in automatically by TOPdesk.ExampleFull URL: https://company.topdesk.net/tas/api/persons/${id}Relative URL: /tas/api/persons/${id}By using relative URLs, your action sequences work more smoothly and require fewer adjustments.Want to learn more?You can find more information on MyTopdesk: