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Mobile alerting with tracking & escalation for TOPdesk

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 Why SIGNL4

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

The SIGNL4 team receives TOPdesk ticket information via webhook and then alerts on-call duty members of the issues in real time using push, SMS and voice.

 Integration Capabilities

  • 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

 Scenarios

  • IT Help desk
  • Incident tickets
  • And more
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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

In our example we are forwarding TOPdesk ticketing information to our SIGNL4 account.  Details about the First Line Call will be sent immediately to the SIGNL4 team as soon as a user submits a request.

SIGNL4 is a mobile alert notification app for powerful alerting, alert management and mobile assignment of work items.  Get the app at https://www.signl4.com

Prerequisites

A SIGNL4 (https://www.signl4.com) account

A TOPdesk (https://www.topdesk.com/us/) account

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First lets setup the Webhook. From the left navigation select Action Explorer and choose First Line Call under Call Management.

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Next, click on Create and select Action Sequence.

Ensure that First Line Call is selected from the list and click Create New Action Sequence.

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Populate the following fields:

  1. Name
  2. Availability options
  3. Linked Events
  4. HTTP method is POST and URL is the SIGNL4 webhook
  5. Make sure that all necessary parameters are put in the body
  6. Execute this step should be set to always

Click save.

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The next ticket that is created should now trigger an alert to your SIGNL4 team and appear accordingly in the mobile app.

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.

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Change alert color and override title + text 

Override text, colors and titles are triggered by keywords set within the mobile app.

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