TOPdesk Integration to Zendesk Support with ZigiOps

Data Types: Tickets / Incidents/ Changes

Zendesk  Tickets → TOPdesk Incident

Zendesk  Tickets → TOPdesk changes

TOPdesk incidents → Zendesk  Tickets

TOPdesk changes → Zendesk  Tickets

Zendesk Support integration to TOPdesk Use case

Use Case 1: Zendesk Tickets to TOPdesk Incidents

Imagine a scenario where a customer submits a support ticket in Zendesk Support to report a recurring issue with an enterprise application. The ticket contains critical details, such as a description of the problem, its urgency, and relevant attachments, like screenshots or error logs. Without integration, this information must be manually entered into TOPdesk as an incident, leading to potential delays and errors.

With a bi-directional integration like ZigiOps, this process becomes streamlined and error-free:

• Comprehensive Data Transfer: The integration ensures that key ticket details—including description, priority, requester information, and attachments—are mapped into the appropriate fields in a TOPdesk incident, giving IT teams immediate access to all relevant information.

• Accurate Categorization: Tickets are automatically categorized as incidents based on predefined rules, such as priority or type, ensuring seamless organization within TOPdesk.

• Automated Notifications: Once the ticket is transferred to TOPdesk, notifications are triggered to alert the IT team, allowing them to address the incident promptly.

• Real-Time Updates: Any updates made in Zendesk, such as added comments or attachments, are instantly synced with the corresponding TOPdesk incident, ensuring that IT teams have up-to-date information.

By automating this data flow, ZigiOps minimizes operational friction and accelerates the resolution of incidents, improving collaboration between customer support and IT teams.

Use Case 2: Zendesk Tickets to TOPdesk Changes

Now consider a situation where a customer submits a ticket in Zendesk to request a modification, such as updating a software configuration or implementing a new feature. This ticket must be logged in TOPdesk as a change request for IT teams to manage. Without integration, this manual process risks delays and inconsistencies.

With ZigiOps, this workflow is fully automated:

• Comprehensive Data Mapping: Ticket details, including the requested change description, priority, and customer information, are automatically transferred to the appropriate fields in a TOPdesk change request.

• Rule-Based Classification: Tickets are automatically categorized as changes based on specific criteria, such as request type or custom tags, ensuring smooth alignment with TOPdesk processes.

• Automated Notifications: Once a change request is created in TOPdesk, notifications are sent to the relevant team for immediate action.

• Real-Time Syncing: Any updates made to the Zendesk ticket, such as customer feedback or additional details, are instantly reflected in the TOPdesk change request.

This automation ensures that change requests are processed quickly and efficiently, enhancing workflow accuracy and productivity across departments.

Use Case 3: TOPdesk Incidents and Changes Back to Zendesk Tickets

Consider scenarios where IT teams in TOPdesk manage incidents or changes that originated as Zendesk tickets. For example:

1. An IT team resolves an incident, such as fixing a recurring error.

2. A change request, like implementing a software patch, progresses through various stages.

Without integration, these updates may not reach the Zendesk agent handling the customer-facing ticket, creating gaps in communication and delaying responses.

ZigiOps resolves these challenges with bi-directional synchronization:

• Seamless Communication: Status changes in TOPdesk—for example, resolving an incident or requiring additional information—are immediately reflected in Zendesk, enabling support agents to keep customers informed.

• Detailed Notes Synchronization: IT team notes, such as root cause analysis or steps taken to resolve an issue, are automatically added to the corresponding Zendesk ticket.

• Escalation Visibility: If an incident or change is escalated in TOPdesk, this information is synced back to Zendesk, ensuring that support teams are aware of critical developments.

• Enhanced Customer Experience: Real-time updates from TOPdesk allow Zendesk agents to provide accurate and timely responses, improving transparency and satisfaction.

By closing the loop between Zendesk and TOPdesk, this bi-directional integration fosters better collaboration and ensures consistent, up-to-date information across platforms.

Why make a bi-directional integration of Zendesk Support and TOPdesk with ZigiOps?

Integrating Zendesk Support and TOPdesk with ZigiOps offers a seamless solution to streamline workflows, enhance collaboration, and improve overall operational efficiency. Here’s why ZigiOps is the ideal choice for connecting these two powerful platforms:

1. Effortless Automation

ZigiOps eliminates manual data transfers, reducing errors and saving valuable time. Automate workflows between Zendesk and TOPdesk to ensure that both support and IT teams can focus on resolving issues instead of managing repetitive tasks.

2. Real-Time Synchronization

Keep both platforms updated instantly. ZigiOps enables real-time data flow, ensuring that every ticket, incident, or change request is mirrored across systems. This ensures your teams always have the most accurate and up-to-date information.

3. Enhanced Collaboration

By syncing Zendesk Support and TOPdesk, ZigiOps bridges the gap between customer support and IT operations. This integration fosters better communication, ensuring that both teams work in alignment to resolve issues efficiently.

4. No-Code, User-Friendly Platform

ZigiOps provides a no-code integration platform that is intuitive and easy to configure. Whether you’re an IT professional or a business manager, you can quickly set up and manage the integration without requiring extensive technical knowledge.

5. Scalability for Growing Needs

As your business evolves, so do your integration requirements. ZigiOps scales effortlessly, adapting to new workflows, higher volumes, and additional use cases, making it suitable for organizations of all sizes.

6. Secure Data Handling

ZigiOps prioritizes data security. The platform does not store your data, ensuring compliance with privacy regulations and maintaining the integrity of your sensitive information throughout the integration process.

With ZigiOps, integrating Zendesk Support and TOPdesk becomes a hassle-free experience, allowing your teams to focus on delivering exceptional customer support and IT service management.

1. No-Code Platform

ZigiOps eliminates the need for coding expertise, offering a user-friendly, no-code platform that simplifies the setup and management of the integration. Even non-technical users can configure workflows effortlessly.

2. Real-Time Data Synchronization

Ensure instant updates between Zendesk and TOPdesk. ZigiOps syncs tickets, incidents, and changes in real-time, providing both IT and support teams with the most current and accurate information.

3. Customizable Workflows

ZigiOps adapts to your specific business processes, offering flexibility to configure rules and workflows that align with your organization's unique requirements.

4. Scalability to Grow with Your Business

Whether you're a small business or a large enterprise, ZigiOps scales seamlessly with your needs, making it a future-proof solution for growing organizations.

5. Secure and Reliable Data Integration

ZigiOps prioritizes data security, ensuring your sensitive information is never stored outside your systems. The robust architecture guarantees reliable and compliant integrations.

Challenges for TOPdesk and Zendesk Support Users

Using TOPdesk and Zendesk Support without integration can present several challenges:

• Data Silos: Information remains isolated in each system, making collaboration between customer support and IT teams inefficient and prone to miscommunication.

• Manual Data Transfers: Without integration, transferring ticket information between platforms is time-consuming and increases the risk of transcription errors.

• Inconsistent Updates: Manual processes often lead to delays and discrepancies, preventing teams from having the latest information when resolving issues.

• Workflow Inefficiencies: Managing workflows across two separate platforms can be cumbersome, slowing down resolution times and reducing productivity.

• Scaling Difficulties: As organizations grow, manually managing the increasing volume of support tickets and IT incidents becomes unsustainable.

How ZigiOps Solves These TOPdesk Integration to Zendesk Support Challenges?

ZigiOps provides a seamless solution to address the challenges of managing TOPdesk and Zendesk Support workflows:

• Real-Time Synchronization: ZigiOps ensures tickets, incidents, and changes are updated simultaneously across both platforms, eliminating data silos.

• Automated Data Transfers: The integration automates the exchange of information, reducing manual effort and minimizing errors.

• Consistent Updates: Any changes made in Zendesk or TOPdesk are instantly reflected in the other system, ensuring teams always have access to the latest data.

• Streamlined Workflows: By automating categorization, notifications, and data mapping, ZigiOps enhances operational efficiency and accelerates issue resolution.

• Adaptable Scaling: ZigiOps handles increased workloads effortlessly, ensuring the integration supports your organization as it grows.

How Beneficial is the TOPdesk to Zendesk Support Integration?

The integration of TOPdesk and Zendesk Support using ZigiOps delivers significant benefits:

1. Faster Resolution Times

Real-time data flow between platforms ensures IT and support teams have all necessary information at their fingertips, enabling quicker responses to issues.

2. Improved Collaboration

With synchronized updates, both teams stay informed, fostering seamless communication and collaboration between IT and customer support.

3. Reduced Errors and Manual Effort

Automation eliminates manual data entry, reducing the risk of human error and freeing up resources for high-priority tasks.

4. Enhanced Customer Experience

By keeping support agents informed of IT updates, customers receive timely and transparent communication about issue progress, leading to greater satisfaction.

5. Increased Operational Efficiency

ZigiOps streamlines workflows, making processes more efficient and enabling organizations to handle higher volumes without added complexity.

Integrating TOPdesk and Zendesk Support with ZigiOps not only simplifies operations but also delivers measurable improvements in productivity, collaboration, and customer service.

Create TOPdesk incident/change

• Poll Zendesk Support for new ticket every 30 seconds

• Transform and sync Zendesk Support ticket to TOPdesk incident/change

Update Zendesk Ticket

• Poll TOPdesk changes on incident on a few seconds time interval  

• Transform and sync TOPdesk incident/change updates to the Zendesk tickets

Close TOPdesk incident/change and the Zendesk Support ticket

• Poll the Zendesk Support ticket to check if it is closed

• Sync updates to TOPdesk incident/change and mark it as closed

Unlock the full potential of your Zendesk Support and TOPdesk integration with ZigiOps. Establish a smooth, secure, bi-directional connection between the two platforms to speed up issue resolution, enhance team collaboration, and drive operational efficiency. Avoid the disruptions of disconnected systems—integrate Zendesk Support and TOPdesk now for a more cohesive and efficient workflow.