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# TOPdesk Outbound Integration

With the [TopDesk](https://www.topdesk.com/) integration, ilert can automatically generate or modify tickets in TopDesk based on incoming alerts. This integration supports ITSM teams by reducing manual steps, ensuring key events are captured, and enabling efficient escalation and tracking.

## In TOPdesk: Create an API user <a href="#in-topdesk" id="in-topdesk"></a>

1. Optional: create a dedicated ilert user in TOPdesk. This has the advantage that you can distinguish the TOPdesk tickets created by ilert.
2. Go to **Modules**, then to **Supporting Files**, and click on **Operator**

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-M9_LnhPFbj9uT6-xM4s%2F-M9_MGDz5awWKx-gRrxu%2Ftpdko1.png?alt=media\&token=88a2a830-f379-4548-85b3-1ce826e76055)

3. In the **Surname** section, enter a name eg. ilert
4. In the **Site** section, choose **\[System]**
5. In the **Email** section, enter a email eg. <support@ilert.com>
6. In the **Login name** section, click on **Edit login data** button

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-M9_LnhPFbj9uT6-xM4s%2F-M9_MK3ZcDiQVJhOZDaO%2Ftpdko2.png?alt=media\&token=85de6ad5-9f01-408e-b780-bd8bb1c0cc5c)

7. On the modal window, enter **Login Name**, **New Password**, **Repeat password** and click **OK**. Write down your username. You will need it later in ilert.

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-M9_LnhPFbj9uT6-xM4s%2F-M9_MNhvpmmTdqAID0KJ%2Ftpdko3.png?alt=media\&token=1adb44fa-913e-49da-8f0f-6525181b784b)

8. Click on **Save**
9. Go to **AUTHORIZATION** tab and click on **Links Wizard**

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-M9_LnhPFbj9uT6-xM4s%2F-M9_MRd1Sen4T5HBgmgp%2Ftpdko4.png?alt=media\&token=2e989bca-763a-484a-b571-24a6172ee77e)

10. &#x20;On the modal window, choose **\_API** permission and click on **Link**

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-M9_LnhPFbj9uT6-xM4s%2F-M9_MVcRBy2rkRZmydjp%2Ftpdko5.png?alt=media\&token=339b20e9-e0aa-4563-a96c-dbd1acdae01e)

11. On the modal window, ensure that permisson group is linked and click on **OK**

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-M9_LnhPFbj9uT6-xM4s%2F-M9_M_9l3fhB8CUcoWr-%2Ftpdko6.png?alt=media\&token=fb914815-8abe-4ae1-8fb1-2b95a1d1b7fb)

12. &#x20;Logout and login with the new `iLert` account
13. &#x20;Go to **My Settings** and click on **Add** in the **Application passwords** section

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-M9_LnhPFbj9uT6-xM4s%2F-M9_MfxRqcZjiLnKZoRk%2Ftpdko6.1.png?alt=media\&token=30d1560f-0262-4b44-875c-0bc7a466ec0c)

14. &#x20;Enter an **Application name** e.g. `iLert` and ensure that the **Expires on** date is far in the future and click on **Create**

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-M9_LnhPFbj9uT6-xM4s%2F-M9_MikfEBBM8n8kE8rh%2Ftpdko6.2.png?alt=media\&token=b502d44e-251a-48a4-af7c-8f71b8b57adc)

15. &#x20;Write down your password. You will need it later in ilert.

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-M9_LnhPFbj9uT6-xM4s%2F-M9_Ml6vVX-i56vnUy9I%2Ftpdko6.3.png?alt=media\&token=68d4f3b6-9858-489a-86ae-6efdd8b5d0ed)

## In ilert: Create a TOPdesk Connector and link to alert source <a href="#in-ilert" id="in-ilert"></a>

1. Click on the gear icon and then on **Connectors** button

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2Fgit-blob-da01367fa650f8ebb847143f5c33130440a865e8%2Fgo_to_connectors%20\(2\).png?alt=media)

2. Click on **Add Connector**

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2Fgit-blob-84b162bdc422a867250f28e5614028cdc07471b0%2Fcreate_connector_button%20\(4\).png?alt=media)

3. Select **TOPdesk** as **type** and fill in all fields. Enter a name, the URL of your TOPdesk server, username and password of the API user that you created [in the last step](https://docs.ilert.com/integrations/outbound-integrations/topdesk).

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-Ma7xy9hjuJC2aOh_aNx%2F-Ma7ySl5X6qnASqaXVnA%2FiLert.png?alt=media\&token=546437ab-206f-47cc-bda6-5b97942e8178)

4. Go to the alert sources tab and open the alert source whose alerts you want to publish in TOPdesk. Click on **Alert actions** and then on **Create alert action**.

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2Fgit-blob-9887e1978c30c61025f427813bcf148b4a9d8282%2Fnew_incident_action%20\(9\).png?alt=media)

5. Select **TOPdesk** as the **type**, select the connector created in step 3, fill in all fields. In the **Name** field, specify the alert action name.

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-Ma7xy9hjuJC2aOh_aNx%2F-Ma7yi-y5vldG5SGc603%2FiLert.png?alt=media\&token=a8cdf2d2-e846-4ccd-9ba5-5f7274c1e695)

6. Finished! You can now test the alert action by clicking on the button **Test this connection**. Then a test ticket will be published in TOPdesk.

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-Ma7xy9hjuJC2aOh_aNx%2F-Ma7z627M3rxuZVvCB14%2FiLert.png?alt=media\&token=e4196d0e-d2d9-4d7a-babe-20cd6886eef6)

## FAQ <a href="#faq" id="faq"></a>

**Are updates to an alert published in the TOPdesk Ticket?**

Yes, the state of the ilert Alert is reflected in the brief description of the TOPdesk ticket, eg \[RESOLVED] Host compute.infra is DOWN.

**Can I choose which updates to publish to an alert in TOPdesk?**

Currently not. If you wish, we look forward to your feedback via chat or e-mail.

## Related articles

{% content-ref url="../inbound-integrations/topdesk" %}
[topdesk](https://docs.ilert.com/integrations/inbound-integrations/topdesk)
{% endcontent-ref %}