TOPdesk

topdesk.com
Help desk AI Productivity Analytics

TOPdesk is a help desk and service management platform built for end-to-end incident handling across IT and business services. It helps teams capture requests, manage assignments, track progress transparently, and reduce repeat issues through connected knowledge. With a mature ticketing model and strong operational focus, TOPdesk is widely used by support organizations to streamline triage, resolution, and communication.

When TOPdesk is connected, BOBs gain a complete operational view of each incident’s lifecycle. They can proactively pull incidents and details, detect meaningful changes, and keep assignment, status, and conversation threads up to date—so nothing gets stuck between triage, work, and resolution.

BOBs can also support faster resolution by working with incident activity (actions, replies, and progress trails) and knowledge items. That enables workflows like “open and update an incident with the latest info,” “route to the right group/assignee when status changes,” and “recommend or validate knowledge coverage based on current incident context.” Overall, this unlocks use cases such as IT service desk automation, proactive incident follow-ups, consistent handoffs between teams, and improved incident communication quality.

With these connections, BOBs can continuously synchronize work across your support process—from detection to assignment to ongoing updates—using TOPdesk as the system of record.

What can BOBs do with TOPdesk?

Perform actions

  • Create Incident
  • Get Incident
  • Get Incident Actions By ID
  • Get Incident Actions By Number
  • Get Incident Progress Trail By ID
  • Get Incident Progress Trail By Number
  • Get Incidents
  • Get Knowledge Items
  • Get Knowledge Item Statuses
  • List Branch ID Options
  • List Call Type ID Options
  • List Category ID Options
  • List Closure Code ID Options
  • List Duration ID Options
  • List Entry Type ID Options
  • List Impact ID Options
  • List Location ID Options
  • List Priority ID Options
  • List Processing Status ID Options
  • List SLA ID Options
  • List Urgency ID Options
  • Update Incident

Listen to real-time events

  • Incident Updated
  • New Incident Assignee
  • New Incident Created
  • New Incident Group Assigned
  • New Incident Memo Reply
  • New Incident Reply
  • New Incident Status