TOPdesk integration for support workflow with GenticFlow
Connect TOPdesk to your technician support workflow
Bring TOPdesk tickets into GenticFlow with endpoint context, investigations, and technician tools. Use supported ticket sync to keep findings and notes with the case. Keep TOPdesk for the service or business workflows your team needs.
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
- Investigate application and connectivity issues, then use supported actions within your policies
- Approved device actions run through the GenticFlow agent
- Full diagnostic log attached to the incident
- Outcome and evidence written back to TOPdesk
Support context and technician action
- Connect the ticket to available user and endpoint context
- Use read-only Investigations to gather evidence
- Review findings and use remote control, terminal, files, or supported playbook actions
- Keep findings and notes with the support record
- Use configured knowledge to assist user questions
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.
Keep TOPdesk as your ticket record where it fits. Bring tickets into the GenticFlow support workflow with endpoint context, investigations, and technician tools, then keep findings and notes with the case.