Ticket integrations with Collaboration Composer

Documentation ·

TOPdesk and Xurrent, Jira through MuleSoft and the availability of other endpoints.

Collaboration Composer (CC) connects tickets between service organisations. With the integrations described here, teams can work in their own systems and track linked tickets.

TOPdesk and Xurrent are the fully documented example in the user guide. Other systems have a different role or more limited availability.

Documented example

TOPdesk

Connect tickets between two TOPdesk environments or with Xurrent. Both teams keep working in their own service desks.

Documented example

Xurrent

Exchange requests and tickets between Xurrent and TOPdesk, including the agreed status and feedback.

Documented route

N-central

Bring incidents from N-central into TOPdesk. Customer, branch, assets and tags are mapped according to your agreed rules.

Limited route

MuleSoft

MuleSoft can act as an intermediary to pass tickets to TOPdesk. The documented route supports ticket creation and replies.

Discuss the possibilities

LogicMonitor

Turn alerts into TOPdesk incidents and update or close them when monitoring changes.

Discuss the possibilities

Zyxel Nebula

Connect network alerts and device context from Zyxel Nebula to your service process. Define which signals become tickets and who follows them up.

Discuss the possibilities

Aha!

Turn a TOPdesk ticket into an idea in Aha! and retain its link to the original customer question.

Discuss the possibilities

Autotask

For collaboration between an MSP and a customer from their own service desks.

Discuss the possibilities

Jira

For feedback between service teams and product development.

Discuss the possibilities

ServiceNow

For tickets and progress across different service organisations.

An example: TOPdesk and Xurrent

A TOPdesk ticket can appear as a request in Xurrent. The linked request number is written back so both teams can track the same work. The configuration determines which notes, attachments, statuses and other data are exchanged.

CC also supports connecting TOPdesk tickets in two environments. Capabilities vary by ticket type and combination of systems.

Want to connect another system?

The website also lists other technologies that SAS can work with, such as ServiceNow and Autotask. The current CC guide does not confirm these as directly usable ticket endpoints. For a specific combination, we review the process, available interface and required configuration together.

Explore all technologies and integrations on the website →

Discuss your ticket integration →

Continue with Collaboration Composer

Explore the Collaboration Composer guide →

View the current version in the wiki