Ticketing & ITSM

TOPdesk

Resolve TOPdesk incidents end-to-end - Dex picks them up, works them, and writes status, notes, and closure back.

Dex connects to TOPdesk through the REST API so it can read and resolve incidents without leaving your service desk. Dex works the incident lifecycle - list and search, view, create, update, add notes/actions, and resolve - and looks up the callers, branches, and classification fields it needs to fill in an incident. Employees can raise and follow their own incidents through Dex Go, confined to their own records. Available as an MSP global app: one shared TOPdesk connection, with each Dex tenant scoped to its TOPdesk branch so customers only see their own incidents.

Start with $100 free →See Dex Live

What Dex does with TOPdesk

Dex handles both admin workflows and employee self-service — all policy-guardrailed and audit-logged.

For admins (Dex Pro)

List and search incidents with FIQL filters by status, priority, and more
View a single incident by UUID or display number
Create incidents for registered or unregistered callers, with classification fields resolved from lookups
Update incidents with a GET-compute-delta-PATCH flow that changes only what you intend
Add internal (operator-only) or requester-visible notes and actions to an incident
Resolve and close incidents, applying processing status and closure reason
Look up persons, branches, operators, categories, statuses, and closure reasons to fill reference fields
Deploy as an MSP global app - one shared connection, each customer scoped to its TOPdesk branch

For employees (self-service)

See the incidents you have raised in TOPdesk
Check the status of one of your own incidents
Report a new issue as a TOPdesk incident
Add follow-up information to one of your own incidents

Just ask Dex

Your team types a request in plain language. Dex investigates, plans, and executes — with the right guardrails.

Admin prompts

>Show me the open first-line incidents at high priority
>Create an incident for jane@acme.com - "Cannot access shared drive", finance share unreachable since this morning
>Reassign incident I 2601-001 to the second-line operator group
>Add an internal note to this incident: replaced the RAM, system boots normally
>Resolve this incident with the correct closure reason

Employee prompts

>What incidents do I have open in TOPdesk?
>What's the status of my shared drive incident?
>Report an issue - my laptop won't boot
>Add a note to my incident: still happening after a reboot

Policy actions

Every action Dex can take on TOPdesk is declared, scoped, and guardrailed. Admins control which apply, who approves them, and whether they're limited to self-service.

Action	What it does	Guardrails
`topdesk_list_incidents`	List the user's own TOPdesk incidents	self-only
`topdesk_view_incident`	View a TOPdesk incident the user owns	self-only
`topdesk_create_incident`	Create a TOPdesk incident on behalf of the user	self-only
`topdesk_update_incident`	Update one of the user's TOPdesk incidents	self-only
`topdesk_add_note`	Add a note/action to one of the user's TOPdesk incidents	self-only
`topdesk_resolve_incident`	Resolve/close one of the user's TOPdesk incidents	self-only

How to configure TOPdesk

Onboarding takes minutes. Dex validates your credentials before saving them.

Setup steps

1
In TOPdesk, create a dedicated API operator account and note its login name.
2
In that account's user settings, generate an application password (do not use the operator's normal password).
3
Confirm the operator's permission group has the REST API rights for incidents and the lookups Dex needs.
4
In Dex, enable the TOPdesk integration and paste the instance URL, username, and application password.
5
Dex validates the connection with a live read before saving. For MSPs, leave branch_id blank on the master instance and set each customer tenant to its TOPdesk branch UUID.

Credentials required

instance_url: TOPdesk URL, e.g. https://acme.topdesk.net (or an on-prem host)
username: Login name of a dedicated TOPdesk API operator account
app_password: Application password for that account (TOPdesk user settings > application passwords), not the normal password
branch_id: Per-tenant TOPdesk branch UUID for scoping - leave blank on the master/standalone instance

Requirements

•A TOPdesk instance (SaaS or on-prem) with REST API access
•A dedicated API operator account with an application password
•A permission group with the REST API rights for the incident objects and operations Dex uses
•For MSPs, the integration deploys as a global app with per-tenant scoping by TOPdesk branch UUID

Related integrations

See Dex run TOPdesk

Book a 30-minute walkthrough with our team and see how autonomous IT works in your environment — or get started for free.

Start with $100 free →See Dex Live Browse all integrations →