Using TOPdesk

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.

Hi,Did anyone map the _request object? I cannot find any docs for at and before I research this myself I hope someone has done the work already.I'm specifically looking for incoming headers but any info is welcome.

Hi all,I’d be interested to learn how others are utilising MFA when access TOPdesk, as an operator and SSP.  I would like to know how the end user experience is/was, what types of MFA you are using and if there are any NHS colleagues on here, if you’ve managed to adopt the NHS connect shared tenant as the source of MFA so your users are logging in with their NHS.net accounts? Thanks.

Hi Topdesker’s We can see that you have something interesting in the Topdesk Market Place, a connector for Servicenow. This is a nice piece of documentation: https://developers.topdesk.com/ :-)First, Is this connector a two way connector (bi-directional) so we can do case creations on both  sides? We intent to have customers Topdesk integrated to Atea’s Servicenow.Second, do you guys have support for OAUTH2 (Token based authentication) ?Best RegardsSteen SchusterIntegration Specialist Atea Digital Services Denmark      

Hi All, One major issue we hit with logging items via the SSP is the ability for staff to log a ticket on behalf of another individual..  Sometimes this could be a PA for a Director, or a colleague logging an item for someone that isn’t able to get on the system.  Currently if we open this up to members of the same Branch(Office) or team - it allows everyone to see all tickets logged/open for that Branch (Office) or Team.  This is a major security breach for us as tickets could relate to personal items such as Workplace Adjustments etc or questions logged about a direct line reports activity. We really need this sorting, ideally anyone should be able to log a ticket against any other user, unless we specifically set the Caller field in an SSP form to not allow the value to be edited. Anyone have any thoughts on this?   

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..

Hi everyone, I’m facing a recurring situation in TOPdesk and I’d like to know if anyone has encountered something similar or found a workable solution.In several workflows, I need the operator to finalize a call or activity only after providing specific information — essentially like a mandatory form before completion.The issue is that TOPdesk does not natively offer a feature that forces the operator to fill in these details at the moment of closing the call/activity.I also cannot simply make the optional fields mandatory, because the information required varies across many different workflows and topics. Each process has its own set of specific data that must be collected, so making a field globally required would break other flows.Ideally, TOPdesk would have configurable pop‑ups triggered by specific events, where I could build a customized form integrated with an action sequence. That would perfectly address the requirement.

Has anyone tried the new email designs? If so, do you have any feedback or insight so far on this feature?

Hi Everyone,Situation : We are a College in Canada, and use Topdesk not only for our IT department, but also other department. We received a request from humains resources if we could do a ticket when a student or an employee get hurt. This was done very easily and placed into production.Now that it has been in production for a while, we just got asked how long would attachment be available in topdesk. We did some research and noticed that Topdesk now has an exception that can be activated in the file maintenance option in the Responsible data management section of the Admin. The only problem for this group is that the exception can only go to 20 years. Every other groupe, we have it set to remove attachments after 5 years to save space on the servers.Question : Is there an easy way to export all the attachments of a specific Ticket related to a specific group. Instead of going in each ticket and saving each attachment? We are looking for an

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?

Tired of manually closing tickets? With KI 11138, you can set incidents to close automatically once they reach the Resolved status—complete with an update to the requester.✅ Cuts out repetitive work✅ Keeps your overview clean✅ Ensures consistent handlingWho’s already using this automation?Share your experience in the comments:How much time does it save you? Any tips or pitfalls you’ve discovered? Would you recommend it to others?Please keep examples anonymized and avoid sharing confidential data.Just in case the link does not work properly: https://my.topdesk

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: 

A consequence of the changing file maintenance settings is that you might use a file maintenance configuration that doesn’t fit the new settings structure anymore. Therefore, in some cases, we had to disable certain settings.For this reason, we recommend everyone to check your file maintenance settings. This way, you ensure that your keep on managing data in your environment responsibly and without any data risks.