One ticket, two workspaces
Tickets remain linked, including the other service desk’s reference. Teams work in their own system without re-entering everything.
Service Automation Suite
Collaboration Composer
Work together across service desk boundaries.
A ticket often involves several organisations. Collaboration Composer connects tickets, changes and feedback across their systems. Your team, customer and supplier each keep working in their own environment while agreements and progress stay connected.
Each their own system. A shared view of the work.
Your team
Customer
Supplier
More than passing tickets on.
Collaboration Composer keeps cooperation between service desks working and auditable, from the first ticket to resolution and everything that changes along the way.
Updates in both directions
Notes, attachments and status changes can move both ways as agreed. Resolution and reopening follow the configured rules.
Connect multiple parties
Connect your service desk with customers and suppliers. Decide per counterparty which tickets are passed on and who follows up.
Make data fit
Map the right fields and translate values such as category, priority and status into the other system’s terms.
See what happened
Find a ticket and follow both sides and the processing. Errors and held-back tickets appear together.
Configure and adjust
Configure filters, steps and directions for each connection, test them and activate them when ready. Failed steps can be investigated and run again.
One collaboration, configured to your agreements.
More than copying a ticket. Define per route what the other team sees, which updates return and which exceptions need attention. Capabilities depend on the systems’ APIs and permissions.
Create and link tickets
Pass on a ticket, retain both references and avoid double entry.
Both directions when needed
Sync comments, status, resolution and reopening according to the chosen route.
Attachments and inline images
Share files and images from messages where the connected systems support it.
Map fields and values
Map category, priority, operator group, customer and asset to the right place.
Route deliberately
From multiple customers to one service desk, or from one team to multiple suppliers.
Track execution
Review deliveries, errors and exceptions; investigate and retry when needed.
Work across two systems
Tickets stay connected while both teams work in their own environment.
TOPdesk
Connect tickets between two TOPdesk environments or with Xurrent. Both teams keep working in their own service desk.
Xurrent
Pass requests and tickets between Xurrent and TOPdesk, including the agreed status and feedback.
Pass on and follow up
Not every route needs to work both ways: sometimes an alert, idea or message starts the flow.
N-central
Bring incidents from N-central into TOPdesk. Customer, site, assets and tags are mapped as agreed.
MuleSoft
MuleSoft can pass tickets to TOPdesk as an intermediary. The documented route supports ticket creation and comments.
LogicMonitor
Turn alerts into TOPdesk incidents, then update or close them as monitoring changes.
Zyxel Nebula
Connect network alerts and device context from Zyxel Nebula to your service process. Decide which signals become tickets and who follows them up.
Aha!
Turn a TOPdesk ticket into an Aha! idea while retaining the link to the original customer request.
These platforms are next
We are defining routes for Autotask, Jira and ServiceNow.
Autotask
For collaboration between MSP and customer from their own service desks.
Jira
For feedback between service teams and product development.
ServiceNow
For tickets and progress across service organisations.
Missing your system? Within one business day, we add the starting point and help you build the connection. What can go live depends on access and API capabilities.
Discuss your systemScenarios with Xurrent
What can continue from your service tool?
Choose a familiar process. These are possibilities to configure and test in Service Automation Suite for each environment, not ready-made integrations. APIs, modules and permissions determine the exact route.
Lansweeper and the CMDB in XurrentCompare discovered devices, software and ownership with service records. Review differences before updating the CMDB.
LogicMonitor alert to XurrentEnrich a relevant alert with customer and asset context, create a ticket and link the follow-up to the original signal.One ticket across Xurrent and TOPdeskEach team works in its own service tool. Service Automation Suite can link ticket references, comments and progress according to the agreed route.HR change to service tasks in XurrentJoiners, role changes and departures can drive the right tasks, contacts, access and assets in the service process.
Automate self-service follow-upA self-service request can trigger approvals, system actions and manual tasks, with status returned to Xurrent.
Check licences and make usage visibleCompare assigned licences with employees, requests and actual use. Surface discrepancies and released licences for review.
LogicMonitor alert to XurrentEnrich a relevant alert with customer and asset context, create a ticket and link the follow-up to the original signal.One ticket across Xurrent and TOPdeskEach team works in its own service tool. Service Automation Suite can link ticket references, comments and progress according to the agreed route.HR change to service tasks in XurrentJoiners, role changes and departures can drive the right tasks, contacts, access and assets in the service process.Automate self-service follow-upA self-service request can trigger approvals, system actions and manual tasks, with status returned to Xurrent.Check licences and make usage visibleCompare assigned licences with employees, requests and actual use. Surface discrepancies and released licences for review.Start with one route. Build further.
Every next connection makes collaboration stronger.
A connected ticket is a start. Add customers, suppliers or other systems and reuse agreements, field mappings and, where appropriate, data stored in Service Automation Suite. The number of connections grows, and so does what you can do with them.
Discuss your first connectionKeep exploring
What would you like to connect next?
The space between your applications
Keep that part organised too.
Your applications do their job. But who organises what happens between them?
Put policy into practice
Build rules, ownership and approvals into the workflow.
Turn requirements into checks
Define applicable legal requirements with your responsible team. Service Automation Suite helps record checks and evidence.
Follow up exceptions
No stalled handover: give errors an owner and a next action.
Keep up with change
Adapt the rules as teams, systems or services change.
Pull up a chair. Or join us online.
Over coffee, tea or online: tell us what you are working on.
We can help with the integrations, automation and coordination your process needs, even if your application is not listed yet.
