Automated Actions
For any service desk to become as efficient as possible, minimizing the time spent on repetitive tasks is key. Whether you simply want to send an email to the operator of a call or need to update external tools with information from TOPdesk, automating these processes will in the end save you a lot of time.
Within TOPdesk, you set up actions with which you tell TOPdesk what to do. Then, the triggers tell TOPdesk when they perform the action. Actions are triggered manually via a context menu on a TOPdesk card or automatically by defining events. For some cases, like action sequences and webhooks & scheduled actions, this flow is completely integrated.
With Automated Actions, the possibilities are endless. Sounds daunting? Within this manual, we give you a few examples with which you can get started. On My TOPdesk, we offer a library of pre-made actions for you to download and import in your TOPdesk.
Note
Before you can start creating events and actions, you need permissions for events and the different actions. Assign these permissions via Supporting Files > Permission Groups > [Permission Group] > Action Management or Action Management - Automated Actions.