Mobile alerting with tracking & escalation for TOPdesk
TOPdesk is an IT help desk solution providing both a user and admin web portals. TOPdesk tickets can be forwarded via email, SMS and to external systems via web-hooks. This is where SIGNL4 comes in. Help desk tickets will be identified sooner and resolved quicker, reducing downtime and saving money. Persistent notifications and tier escalation within SIGNL4 ensures that critical alarms are not missed. Issues are taken beyond the dashboard and inbox and delivered via Push, SMS, and Voice.
How it Works
SIGNL4 uses a connector app to integrate with TOPdesk and to retrieve and update ticket information and then alerts on-call teams about the issues in real time using push, SMS and voice.
Forwards TOPdesk tickets via webhook to SIGNL4 for mobile alerting
Staff can acknowledge and take ownership for critical incidents that occur
Communicate within an alert to address a problem
Alerts are escalated in case of no response
On-call scheduling to alert the right people at the right time
IT Help desk
Tickets and Incidents in TOPdesk are sent to SIGNL4
Event categorization, routing and automated delivery
Persistent Notifications by push, text and voice call with Tracking, Escalation and Confirmation to Staff on Duty
HOW TO INTEGRATE
The TOPdesk connector app makes two-way integration with TOPdesk a child’s play and responding to service desk tickets can be done conveniently via the SIGNL4 mobile app.
Retraiving tickets of your choice to SIGNL4
Status synchronization between both systems
Issue notes on status changes in SIGNL4
How does it work?
The connector communicates with the TOPdesk API to read ticket details or to update them. According permissions must be enabled in TOPdesk.
In SIGNL4 you create a new connector integration “TOPdesk”. Here you configure the connector and enter your data. You will find a description as a tooltip directly on the configuration page. The following data is particularly important.
Instance URL: The URL of your TOPdesk instance, for example: https://your-instance.topdesk.net/
Username: The username for your TOPdesk account.
Password: The application password for the TOPdesk account.
After saving, current (last hour) tickets are retrieved from TOPdesk and an alert is sent to the appropriate SIGNL4 team.
A simple alternative (but one-way) method is to use a simple webhook integration as described below.
First lets setup the Webhook. From the left navigation select Action Explorer and choose First Line Call under Call Management.
Next, click on Create and select Action Sequence.
Ensure that First Line Call is selected from the list and click Create New Action Sequence.
Populate the following fields:
HTTP method is POST and URL is the SIGNL4 webhook
Make sure that all necessary parameters are put in the body
Execute this step should be set to always
The next ticket that is created should now trigger an alert to your SIGNL4 team and appear accordingly in the mobile app.
Integration with TOPdesk
ALERT OPTIMIZATION SIGNL4 can further increase the visibility of alerts through its Signals and Services section. Augmenting the color and icon of alerts will provide more relevant information at a glance without having to open the alert.
Change alert color and override title + text
Override text, colors and titles are triggered by keywords set within the mobile app.
Functional Always active
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The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
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The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.