TOPdesk Collaboration Hub (TCH): collaboration across multiple TOPdesk environments

More and more organisations work together with external IT partners or have multiple service organisations, each using their own TOPdesk environment. Think for example of Managed Service Providers (MSPs), cross-organisation collaborations or internal service departments.

When notifications need to be exchanged between these environments, this is often still done manually. Tickets are passed on via email or recreated in a different environment.

The TOPdesk Collaboration Hub (TCH) enables automation of this collaboration by directly connecting TOPdesk environments together.

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The problem: collaboration between different TOPdesk environments

When two organisations work with TOPdesk, each typically has its own environment.

For example:

• an MSP with a central TOPdesk environment

• customers with their own TOPdesk environment

• multiple internal service organisations within one organisation

When a notification needs to be passed on to another party, common issues arise such as:

• duplicate ticket registrations

• lack of visibility into progress

• email communication outside the system

• different ticket numbers and status information

As a result, collaboration between service organisations becomes less efficient.

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What is the TOPdesk Collaboration Hub?

The TOPdesk Collaboration Hub (TCH) is a solution that enables multiple TOPdesk environments to communicate with each other.

When a ticket is passed on to another organisation, it is automatically synchronised between both environments.

This means that:

• a notification from one environment can be passed on to another TOPdesk environment

• updates are automatically synchronised

• status changes are visible in both systems

• attachments can be exchanged

Each organisation continues to work in its own TOPdesk environment, while collaboration is automatically synchronised.

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How does ticket exchange work with TCH?

With the TOPdesk Collaboration Hub, a ticket can be easily passed on to another organisation.

For example:

1. A user reports an incident in the customer's TOPdesk environment

2. The ticket is passed via TCH to the MSP's TOPdesk environment

3. The MSP handles the ticket in its own environment

4. Updates and status changes are automatically reflected back to the customer environment

As a result, both organisations remain fully informed about the progress.

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Ticket information synchronisation

The Collaboration Hub ensures that key ticket information is automatically exchanged between environments.

Among other things:

• ticket status

• comments and updates

• attachments

• external ticket references

This prevents information from being lost or manually updated across multiple systems.

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Benefits of the TOPdesk Collaboration Hub

For organisations working with other service organisations, TCH offers several benefits.

More efficient collaboration

Tickets can be directly passed between organisations without manual registration.

Full visibility into progress

Both parties can track the status and updates of tickets within their own TOPdesk environment.

Less manual work

Updates and communication are automatically synchronised.

Better communication between organisations

All information remains within the service management workflow of TOPdesk.

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Ideal for MSP-customer collaboration

The TOPdesk Collaboration Hub is often used in situations where Managed Service Providers work with customers.

For example:

• Customers register incidents in their own TOPdesk

• tickets are automatically passed on to the MSP

• the MSP processes the ticket in its own environment

• updates are automatically reflected back

This results in transparent collaboration, where both parties continue to work within their own systems.

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Integrating TCH with automation

When the TOPdesk Collaboration Hub is combined with process automation, organisations can automate even more steps.

For example:

• A customer ticket is passed via TCH to an MSP

• automated processes start in backend systems

• updates are automatically reflected back to the customer environment

This results in a seamless collaboration between organisations and systems.

More and more organisations work together with external IT partners or have multiple service organisations. When each party uses its own TOPdesk environment, collaboration can become complex.

The TOPdesk Collaboration Hub (TCH) enables connection between multiple TOPdesk environments and automatic ticket synchronisation.

As a result, organisations can collaborate more efficiently, while everyone continues to work in their own TOPdesk environment.

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Do you work with multiple TOPdesk environments or collaborate with external service organisations?

Discover how the TOPdesk Collaboration Hub can make collaboration between organisations simpler and more efficient.

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