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Setting up an email action

Use email actions to inform your clients or operators about changes made in TOPdesk.

Tip

By creating email actions via the Automated Actions overview instead of via the Action Explorer, you are able to link triggers of different card types in one module to the same email action. For example, create one email for first line calls, second line calls, and partial calls.

To set up an email action:

  1. Open the New automated action in one of the following ways:

    • Go to Modules > Action Management > Automated Actions and click New automated action.

    • Go to Modules > Action Management > New > Automated action.

  2. In the New automated action menu, pick the relevant (card) type.

  3. Click Create action.

    A new tab for the new action is opened.

  4. On top, behind ‘New action’, click the pen icon to set the name of the action.

  5. Determine when the action should trigger. You can change this later.

    Note

    For most card types, you can select events and select context menus. For some, only events are available. For Asset Management, you will select trigger types and specific card types. See Creating events to learn more about setting up events for your actions.

    Tip

    Use the Edit eventlightning bolt button to open any event available in the Select events menu.

    1. Click Select events, Select context menus, or Select card types, depending on the chosen card type.

    2. Search for events, or search through the list.

    3. Optionally, if using the Select events menu, use the Edit eventlightning bolt button to open any available event available.

    4. Tick the events that you want to link to the action.

    5. Press Apply.

    You have chosen triggers for your action. The triggers are displayed under the card type name and can be removed again by clicking the x icon. You can revisit this selection any time later on.

  6. Click Configure the action.

  7. Under What would you like to trigger?, pick Email.

  8. Provide the sender, recipient(s) and content of the email message:

    • Next to From: and To:, fill in the sender and recipient(s).

    • Fill in the Subject: and Message field.

    • In the Design drop-down menu, choose an Email design for your email action.

      tip

      Click Manage email designs to create a new design or manage your existing designs.

      Read more about Email designs.

    • If you don't select an email design, you can use the editor below to style your content.

    tip

    The fields mentioned above support insertion fields and lists. For further instructions, see Insertion fields.

  9. Optionally, add an attachment with Add attachment.

  10. If you want to avoid receiving automatic replies on this email action, tick Suppress automatic replies.

    Note

    Without ticking this option, you might receive automatic replies such as 'Out of office' emails. If TOPdesk imports that message into the card from which the initial email was sent, this could again trigger the email to be sent. We recommend to enable this setting to avoid a loop from occurring.

  11. If you wish to link sent emails to the card that triggered the Automated action, tick Link the sent email to the card that triggered the action.

    Note

    This option isn't available for Asset actions yet.

  12. Click Finish your automated action to go to the final step of the process, or click Incorporate in an action sequence to use the email as an email step in an action sequence.

  13. If the action is already ready for use, tick Activate action. In order to make the action work, tick Apply in the Self-Service Portal and/or Apply in the Operator Section.

  14. Save the card.

The email action has been created.

Linking to cards

You can set up URLs in your email actions to open a card in TOPdesk directly.

As a best practice, we advise you to configure a central URL for your TOPdesk environment. Navigate to Settings > Functional Settings > General > Own branch/site to find the related settings as follows:

  1. Make sure a branch/site is entered.

  2. Use the context menu to open the branch/site card.

  3. Fill in the URL to your environment in the Website field in the Internet block.

    For example, company.topdesk.net or <server name>:<port>.

  4. Alternatively, you can also use a different field, such as an optional text field.

In the email links provided by all the items summed up below, you can add [System.Own_Site.Website] in all links to refer to the URL of your environment in the edit mode of a HTML email action. You can add this field by inserting System > Own branch/site > Internet > Website through the Insert Field/list button.

Inserting links to cards

First, you need to add the card number in the email action (which you then can make into a hyperlink):

  1. When editing an HTML email action, click Edit message.

  2. Place your cursor where you want to insert the card number.

  3. Click Insert field/list.

  4. Select the desired field from the list.

    For example, if you want to add the call number, click Card data > Call number.

  5. Click Apply.

  6. Click Save.

Continue in the same message to make the inserted number a hyperlink:

  1. In the HTML email action, click Edit message.

  2. Click on the card number insert field to get it highlighted.

  3. Click the insert link icon.

  4. Add the URL to the desired card. See a more detailed list of hyperlink templates below.

  5. Click Apply.

  6. Click Save.

Hyperlink templates for commonly used card types

Note

Make sure to edit the first part of the hyperlink templates (yourtopdesk.topdesk.net) to match your TOPdesk URL.

Tip

The below templates provide dynamic links, where TOPdesk will insert the UNID of the card that the action was created from or triggered with.

The URLs listed below all start with https://, based upon the assumption that your environment is made secure with HTTPS.

Calls

  • SSP: https://<yourtopdesk.topdesk.net>/tas/public/ssp/content/detail/incident?unid=[-UNID-]

  • Operator section, in a new tab: https://<yourtopdesk.topdesk.net>/tas/secure/contained/incident?unid=[-UNID-]

  • Operator section, in the current TOPdesk tab: https://<yourtopdesk.topdesk.net>/tas/secure/openpage.jsp?url=\C/tas/secure/incident?unid=[-UNID-]\c

  • TOPdesk Mobile (for operators): https://<yourtopdesk.topdesk.net>/services/navigation/incidents/incident/[-UNID-;1]

Note

In case the mail is triggered when a call is shared for the SSP, the URL is different. And you have to use [Incident.-UNID-] instead of [-UNID-].

Also keep in mind, that Call is an adjustable name and may be called differently in your environment (for example, incident, ticket, or request).

Authorization activities

  • SSP: https://<yourtopdesk.topdesk.net>/tas/public/ssp/content/detail/activity?unid=[-UNID-]

  • Operator section: https://<yourtopdesk.topdesk.net>/tas/secure/contained/changeactivity?unid=[-UNID-]

  • TOPdesk Mobile (for operators): https://<yourtopdesk.topdesk.net>/services/navigation/changes/activity/[-UNID-;1]

Changes or requests for change

  • SSP: https://<yourtopdesk.topdesk.net>/tas/public/ssp/content/detail/change?unid=[-UNID-]

  • Operator section, in a new tab: https://<yourtopdesk.topdesk.net>/tas/secure/contained/newchange?unid=[-UNID-]

  • Operator section, in the current TOPdesk tab: https://<yourtopdesk.topdesk.net>/tas/secure/openpage.jsp?url=\C/tas/secure/newchange?unid=[-UNID-]\c

Note

Depending on your language settings, the insertion fields for changes can differ. For example, in Dutch it is [Wijzigingsnummer.-UNID-], while in German it is [Changenummer.-UNID-].

Reservations

  • SSP: https://<yourtopdesk.topdesk.net>/tas/public/ssp/content/detail/reservation?unid=[-UNID-]

  • Operator section, in a new tab: https://<yourtopdesk.topdesk.net>/tas/secure/contained/mango/reservationsplanner?unid=[-UNID-]

  • Operator section, in the current TOPdesk tab: https://<yourtopdesk.topdesk.net>/tas/secure/openpage.jsp?url=\C/tas/secure/mango/reservationsplanner?unid=[-UNID-]\c

Note

In case a reserved facility or reserved service triggers the email action (and not a reservation), you have to use [Reservation.-UNID-] instead of [-UNID-]. Depending on your language settings, the insertion fields can differ. For example, in Dutch it is [Reservering.-UNID-].

Operational activities

  • Operator section, in a new tab: https://<yourtopdesk.topdesk.net>/tas/secure/contained/operationsmanagementactivity?unid=[-UNID-]

  • Operator section, in the current TOPdesk tab: https://<yourtopdesk.topdesk.net>/tas/secure/openpage.jsp?url=\C/tas/secure/operationsmanagementactivity?unid=[-UNID-]\c

Knowledge items

  • SSP: https://<your_own_topdesk_url>/tas/public/ssp/content/search?q=[-UNID-]

  • Operator section, in a new tab: https://<yourtopdesk.topdesk.net>/tas/secure/knowledgebasesecure?unid=[-UNID-]

  • Operator section, in the current TOPdesk tab: https://<yourtopdesk.topdesk.net>/tas/secure/openpage.jsp?url=\C/tas/secure/knowledgebasesecure?unid=[-UNID-]\c

Tip

If you would like to link to a different card type not listed above, check KI 14863 on My TOPdesk.

Alternatively, for some modules, you can retrieve a general link that can be used for all cards of the same type with the help of the hidden pi (π) symbol:

  1. Navigate to an overview (such as the total overview of calls).

  2. Select one item from the list.

  3. Move the cursor to the lower right corner (in the same bar where the page navigation and the selection count is displayed).

  4. When the cursor is in the right location in the rightmost corner of the bar, a pi symbol will appear.

  5. Right-click on this symbol and copy the link location.

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