Service delivery · Service Automation Suite
The customer is waiting, the supplier uses another tool and you are chasing the status. Service Automation Suite connects tickets and feedback while everyone keeps their own service environment.
Sound familiar?
Once forwarded, you do not know what the other party has done.
Service Automation Suite synchronises agreed comments and statuses between TOPdesk and ServiceNow, for example. Resolution and reopening follow your rules.
Keep the customer informed from your own ticket.
An incomplete handover returns with more questions.
Use customer data from Dynamics 365 Sales with a service enquiry, for example. Service Automation Suite connects the required context to the delivery team, for example in HaloITSM or Autotask, while preserving the original enquiry.
Less explaining twice and fewer incorrectly routed tickets.
The ticket is resolved, but documents and hours worked remain elsewhere.
Service Automation Suite processes agreed attachments where supported and links time records to the original ticket or administration.
The work after resolution stays part of the same process.
Connecting your tools
Service Automation Suite keeps track of related tickets and maps agreed fields, statuses and operator groups. For example, between TOPdesk, ServiceNow, HaloITSM or Autotask. You decide what is shared and what stays internal.
Not a solution only its builder understands. Together, we define data relationships, mappings and rules for reuse in future processes. We agree who tests and maintains them so a colleague can take over.
Your process leads
Other tools? We review the capabilities, APIs and permissions in your environment. Your existing systems remain where you work.
From plan to delivery
The integration is one part. The surrounding agreements make it work.
Forwarding is not the same as collaborating. Both parties must agree which status, comments and attachments to share and who handles failures. We connect tickets and mappings, with feedback to the original request.
No. The starting point is that each party keeps working in its own environment. We assess APIs, permissions and capabilities per connection and define what remains internal. Available interfaces determine what can be exchanged.
Steltix
Steltix uses Service Automation Suite to make collaboration between service environments repeatable, transparent and scalable. Everyone works in their own environment while tickets and progress are synchronised in a controlled way.
Read the customer storyEach party keeps its own service environment.
Interstellar
Interstellar uses Service Automation Suite as a process layer between TOPdesk time tracking and financial processing in a growing MSP organisation.
Read the customer storyTime records connected to financial processing.
Start with what is stuck today
Bring a ticket that crosses a customer, team or supplier. Together we can identify which data and feedback could replace the chasing.
From question to execution
Collaboration between service organisations can quickly lead to duplicate work, manual handovers and limited visibility across the chain.
Service Automation Suite connects service processes and exchanges between TOPdesk environments and suppliers in a controlled way.
Faster handovers, less administration and predictable collaboration across organisational boundaries.
Orchestrate incidents and changes across multiple service providers using one process model.
Point-to-point collaboration for each provider makes growth and changes increasingly difficult to manage.
Based on the Ultimo–TOPdesk migration pattern involving multiple service providers.
Bring suppliers, contracts, access, work, assets and offboarding into one control cycle.
Suppliers involve multiple teams and systems while responsibilities and end dates are scattered.
Specialist systems remain authoritative in their own domain; Service Automation Suite monitors the chain and its exceptions.
Your process leads. The tools can vary. We configure connections around the capabilities and permissions in your environment.
Explore all integration examplesOne foundation. More possibilities.
You connect more than two tickets. Service Automation Suite maintains the relationships, mappings and process agreements that let teams and suppliers work together.
Retain the ticket pair and both service desk references. New comments belong with the existing ticket, not an unrelated new one.
Synchronise comments, status, resolution and reopening in the agreed direction. Define per step what returns and what stays local.
Share agreed attachments and inline images where supported. Map category, priority, customer and operator group to the correct fields and values.
A customer, device or owner may have different names in different systems. Maintain their identifiers and relationships centrally and reuse those tables in the next integration. Uncertain matches require review.
Configure filters, fields and directions per counterparty. Reuse what is shared and record where a customer or supplier needs different handling.
Distinguish failed steps from deliberately filtered traffic. Investigate missing values or rejected updates and rerun the relevant processing after correction.
Relationships, mappings and process agreements have a recognisable place in the same environment. Colleagues can follow configuration and processing without first reconstructing the original builder’s personal approach.
Your process keeps evolving after go-live. Handle an extra field, changed owner, new exception or small workflow change from the same foundation: adjust it, review the impact, test it and track processing. Agree who manages it, who reviews changes and when our support is needed.
Start with one use case. Connect customer, employee and asset data, for example, and agree which source is authoritative. Reuse those relationships, a matrix where needed and configured actions in the next workflow. Agree who maintains the data and rules. Expand without repeatedly connecting and maintaining the same information.
A supplier closes its ticket while internal verification or user confirmation is still missing.
Service work is complete but time entries do not match a known customer, project code or agreed processing route.
A person or organisation has a different name in the source than at a customer or supplier. Matching text again can create incorrect or duplicate relationships.
Configure the missing API request, input and output in API Composer. Use its response in the next step and combine it with data tables, forms and automations. Extend the same product and reuse the configured building blocks.
Use Service Automation Suite to update a ticket in TOPdesk, for example, with fields available through its API, such as category, priority, status and support group. For another application, configure its request and field mapping. The outcome determines the next action: confirm, add information or request review, not merely check whether the request arrived.
Build it yourself: explore the technical approachNeed to publish data or let others submit it? Endpoint Composer exposes a configured Service Automation Suite data object with selected methods and security profiles. Other building blocks handle subsequent processing.
