TOPdesk integration for support workflow with GenticFlow
Keep TOPdesk as the system of record. GenticFlow handles the support workflow.
GenticFlow integrates with TOPdesk to investigate L1 incidents, run policy-approved fixes, and write a complete resolution record back to your TOPdesk instance.
What GenticFlow does with this integration
TOPdesk Integration
- Incident management integration with bidirectional sync
- Polling inbound out of the box, plus optional real-time webhook pickup
- Actions and resolution details posted to the incident progress trail
- Caller and branch mapping with status and priority sync in both directions
Support workflow connected to your ITSM
- Password resets, software issues, connectivity problems resolved
- Approved device actions run through the GenticFlow agent
- Full diagnostic log attached to the incident
- Outcome and evidence written back to TOPdesk
From support request to device context and action
- GenticFlow classifies support issues by type automatically
- Approved device actions for password, printer, browser, email, VPN, and software issues
- Device investigation gathers evidence from linked devices and posts findings
- Knowledge base auto-answer for general inquiries
Enterprise Controls
- Approval workflows before execution
- Category-level controls over what gets automated
- Complete resolution record for compliance
- Escalation packages with full investigation context
How It Works
Connect your TOPdesk instance
Generate an application password in TOPdesk and connect in under 5 minutes. No middleware required.
Define which incident categories to automate
Map TOPdesk statuses and priorities to the issue types GenticFlow handles.
GenticFlow classifies support issues, investigates the device where needed, proposes approved actions, and records the outcome
Incidents are triaged by issue type. Supported types are diagnosed with resolution proposed for approval. Escalations include full diagnostics.
Outcome and evidence written back to TOPdesk
Actions, resolution details, and status updates in your ITSM. Real-time pickup is optional via a TOPdesk Action Management HTTP request action; polling works with no extra setup.
Keep TOPdesk as the system of record.
TOPdesk stays the ticket record. GenticFlow gives technicians the device context, approved actions, remote support, and evidence needed to resolve support issues faster, then writes findings and resolution notes back.
Request a Demo