TOPdesk

Users get a pop-up on connected calls with matched contacts and the 5 most recent tickets, if present. Next to that, it is possible to create a ticket from the pop-up.

• When a contact exists with the calling number, it's displayed in a pop-up.

  

• Up to the last 5 tickets related to the contact will also be displayed, if present.

  

• If no contacts could be found, the pop-up isn't displayed. Instead, a notification is displayed in the client.

  

The desired version of this integration is V2. Briefly summarized, it works as follows:

When a phone call is picked up by the recipient, either incoming or outgoing, the integration will start searching for known matches. To get matches, the integration requires a phone number to be filled in on the CRM. It fetches Persons where the Telephone or Mobile Number matches that of the caller. Only national (06xxx) and international ( +316xxx) formats are included; numbers with spaces, dashes or other special characters cannot be matched. If no Persons could be found, a notification is sent to all signed-in clients. If one or multiple Persons were found, next it will fetch Call Types. It will also fetch the current Operators. Finally, it will fetch the last five Incidents related to the Topdesk user.

When at least one Person has been found, a pop-up is displayed. From here, it's possible to create a ticket immediately. The fields Type and Date are mandatory. The fields Titel and Omschrijving are optional.

A successfully created ticket will open in the web browser. It has already been saved, no further action is required.

When creating a ticket from the pop-up, the target date must be in the future. It cannot be set to the past, even on the same day. Doing so will throw an error. It can be set to the same day only if the selected time is in the future.

A Topdesk account is needed for VoIPcube. Preferably this is a dedicated account, but as long as it has the right configuration, it could be any account. The account must at least have the following checked:

• Heeft toegang

• API-account

Additional permissions are required to be able to submit incidents:

• Eerstelijns meldingbehandelaar

• Tweedelijns meldingbehandelaar

• Get the username of the Topdesk account and log in to this account

• Go to Settings

• At the bottom of the page you can find Application Passwords. Click on add

• Give a name and expiry date (far in the feature)

• Write down the application password:

• Assign the integration V2 to the customer and enter the host, username and password

• When assigning the integration, several values are required.

  
  

  • For the Topdesk_host, retrieve the Topdesk host. This can be found in the URL before .topdesk.

  • The Username is the one used to sign in to Topdesk.

  • The Password is the application password generated in the configuration section.

    

So far no known issues outside of proper configuration have been found. If you still encounter issues please contact integrations@dstny.nl with the problem.