Service accounts and connections for TOPdesk
TOPdesk communicates with various systems in your organization.
Depending on the TOPdesk functionalities your organization is going to use, TOPdesk needs access to:
The Active Directory, for importing personal (contact) information;
The mail server, for importing email messages.
Creating the service accounts
We advise you to create one service account per TOPdesk environment, TOPdeskACC and TOPdesk-PROD, for example.
Granting access to the Active Directory
TOPdesk can use the Active Directory as a source for personal (contact) information of operators and/or end users. If used, you need to give your service accounts read authorization for the Active Directory.
For instance, register TOPdesk as an app in Microsoft Entra ID : Microsoft tutorial: Register an app with Microsoft Entra ID (external).
tip
You can secure the connection to your Active Directory by using whitelists and/or SSL certificates.
Granting access to the mail server
TOPdesk can import email messages from both individual users and groups (shared mailboxes or public folders). For this functionality to work, you need to grant the service accounts authorization for importing email messages from a shared mailbox.
warning
Do not grant the service account of the acceptance environment authorization for a production mailbox. If you do this, email messages from your end users may end up in your acceptance environment.
For more detailed information, please refer to the chapter about Importing email.
External connections
TOPdesk may need to connect to third-party systems in several cases, such as importing personnel data from Active Directory or exchanging data with an external CRM system. As long as these systems are accessible from the internet, TOPdesk can exchange data with them. These connections can be secured using whitelists and/or SSL certificates. For more information about integrations and connections, please contact your local TOPdesk Support team.