Support & Ticketing · Integration
TOPdesk
Add TOPdesk to your product for your customers, and give your AI agents governed access to it.
TOPdesk is service management rather than IT alone, which is the thing most integrations miss: the same environment often carries IT, facilities and HR desks side by side, so a call raised in the wrong branch reaches the wrong team entirely. The record everything hangs off is the call, held against a caller from the person register, categorised and subcategorised, given an impact and a priority that decide its SLA duration, worked through the progress trail, and often linked to an asset. An embedded TOPdesk integration creates and updates those calls, reads the registers behind them so your product uses that environment's own categories rather than strings you chose, and appends progress notes attributable to the operator account it runs as. Environments differ per customer and can be SaaS or self hosted, and fastn holds the credentials and endpoint per tenant.
In your product
Embedded for your customers. Per-tenant auth, no per-customer code, maintained by fastn.
Let each customer connect their own TOPdesk environment so calls are raised and worked where the rest of the job already happens.
Create a call against the right branch, category and caller, so an IT issue does not land on the facilities desk.
Read the category, impact and SLA duration registers that environment defines rather than hard coding a list of your own.
Append progress notes and status changes from your product so the trail a service desk reads stays complete.
For your AI agents
Governed, audited access for the agents you build, through the MCP server.
An agent reads a call's progress trail and linked asset before drafting a reply for an operator to send.
An agent updates status, adds a note or reassigns a call within governed permissions, with the action attributed to its operator account.
An agent reports which calls are closest to breaching their SLA duration in one customer's environment.
Example prompt
Which open calls on the IT branch are near their SLA duration, and what was the last progress note on each?
Set up TOPdesk in 4 steps
- 01Enable the TOPdesk connector in your fastn dashboard.
- 02Have each customer connect their own environment, SaaS or self hosted, with an operator account created for the integration.
- 03Map the branch, category, caller and SLA duration registers that environment uses, then enable the call actions you need.
- 04Call it from your product and expose the same connection to your agents through the MCP gateway.
Why teams use the TOPdesk integration
What you get by embedding it with fastn instead of building it yourself.
- Ship a TOPdesk integration without building it. Your customers connect their own TOPdesk account inside your product and work their conversations, customers and tags there, with no per-customer code on your side.
- Handle the part that actually costs time: support volume is spiky, and support teams notice latency immediately. fastn owns the auth, token refresh, rate limits, pagination and breaking-change fixes, so a TOPdesk update is not your on-call problem.
- One integration serves your product and your agents. The same governed TOPdesk connection powers in-product features and gives AI agents scoped, audited access, so you let support work your customers' queues without leaving your product without wiring it twice.
Used by these teams
Compare with
ManageEngine ServiceDesk Plus
TeamDynamix ITSM
Jira Service DeskOften used alongside
Tools the same teams tend to run next to TOPdesk, across other categories.
Salesforce
HubSpot
Slack
NetSuiteTOPdesk integration FAQ
How do I add a TOPdesk integration to my product?
Enable the TOPdesk connector in your fastn dashboard, then let each customer authenticate their own TOPdesk account. fastn handles the OAuth flow, token storage and refresh per tenant, so there is no TOPdesk client code in your app and no per-customer branch in your codebase. Setup is 4 steps.
Do my customers each connect their own TOPdesk account?
Yes. Every connection is scoped to the individual customer, so each authorises their own TOPdesk account and only ever sees their own conversations, customers and tags. That per-tenant isolation is the point of an embedded integration: you support the long tail of customer setups without maintaining an integration per customer.
Can AI agents use this TOPdesk integration?
Yes. The same connection is exposed to your agents through the fastn MCP gateway, with permissions scoped per tenant and every call audited. An agent reads a call's progress trail and linked asset before drafting a reply for an operator to send.
Who maintains the TOPdesk integration?
fastn does. When TOPdesk changes an endpoint, deprecates a field or alters its auth, the fix lands in the connector rather than in your backlog, and your customers' connections keep working.
Can an agent resolve a TOPdesk conversation end to end?
An agent can read the full history, post replies, change status and route within the permissions you grant it. Every action is attributed and audited, so you can show exactly what the agent did rather than inferring it.
Do I get notified the moment something changes in TOPdesk?
Yes, through event triggers rather than polling, so your product reacts to a new or escalated conversation in near real time.
What can I build with the TOPdesk integration?
A common starting point: let each customer connect their own TOPdesk environment so calls are raised and worked where the rest of the job already happens. Teams also use it for the other use cases listed above, and expose it to agents for governed reads and writes.
How much does the TOPdesk integration cost?
It is included. Pricing is based on connected accounts, not on how many connectors you enable, so adding TOPdesk does not change your per-connector cost. You can start free with 3 connected accounts.
Add TOPdesk to your product
Start free with 3 connected accounts. No sales call required, and no per-customer integration code.