TOPdesk - Azure DevOps Integration Use Case

Azure
TopDesk

The helpdesk team receives a new incident in TOPdesk. They check it and find out that a software bug has caused the problem, i.e. that the DevOps team needs to intervene.

Thanks to ZigiOps, they don’t need to open Azure DevOps and create a work item for the bug manually. The integration platform creates it automatically and performs poller-based updates, if there are any changes.

The communication between the helpdesk team and the developer who works on the bug is extremely easy. It doesn’t require any additional apps: they can simply add comments. All log files, traces, and all other attachments are automatically synchronized, too. This guarantees a smooth application lifecycle management (ALM) and no organizational silos.

Once the developer fixes the issue, ZigiOps updates the TOPdesk incident, and your end customer receives a notification that you’ve resolved their issue—faster than ever before.

Challenges for Azure DevOps and TOPdesk users

TOPdesk is a commonly used service desk/helpdesk solution that helps you quickly respond to customers’ requests and tackle incoming queries. Sometimes, to handle them, you need to forward them to the right teams at your company, which might be the Development team. Dev teams, on the other hand, ...

TOPdesk is a commonly used service desk/helpdesk solution that helps you quickly respond to customers’ requests and tackle incoming queries. Sometimes, to handle them, you need to forward them to the right teams at your company, which might be the Development team. Dev teams, on the other hand, use different project management tools, such as Azure DevOps, not just to plan and schedule releases, but also to handle queries that the service desk team sends them. For this reason, the service desk and development teams need to work in sync to solve common issues. Keeping your teams in sync is crucial for the success of your business, and one of the best ways to achieve that is through a software integration platform.

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How do we solve them?

With ZigiOps, you can connect Azure DevOps and TOPdesk in minutes, thanks to our fully customizable integration templates that come with a wide set of actions, conditions, and transformations. You can quickly configure them to match your exact use case and make changes as needed. ZigiOps’ ...

With ZigiOps, you can connect Azure DevOps and TOPdesk in minutes, thanks to our fully customizable integration templates that come with a wide set of actions, conditions, and transformations. You can quickly configure them to match your exact use case and make changes as needed. ZigiOps’ integration between TOPdesk and Azure DevOps optimizes data flow between teams and departments. It synchronizes records between both systems in real-time, to give each team the most up-to-date version of each query. This way, you eliminate the risk of errors or duplicated tasks, and everyone’s ability to use the tools they’re most familiar with.

Bi-directional record synchronization

Improved visibility into end customers’ requests and needs

Poller-based synchronization for bi-directional updates

Integration Benefits

Improved communication with DevOps

Automatic status updates, which make follow-ups easier

Reduced response and resolution time

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