Connector TOPdesk

HelloID’s TOPdesk connector enables full automation for provisioning, ticketing, single sign-on (SSO), and self-service within the leading IT service management (ITSM) platform. Connecting HelloID to TOPdesk helps ensure seamless provisioning, reclaimed IT bandwidth, and complete, efficient identity management.

“TOPdesk IT Service Management processes included several manual helpdesk actions. However, the automation of these actions within TOPdesk itself is complex. Integration with HelloID makes this automation easy to achieve.”

Rick Davies
IT Lead, Tronox

Tronox Case Study

Onboarding, Provisioning, & Ongoing Management

HelloID detects changes in the connected HR system. Detected changes trigger processes that update users and their access to connected IT resources according to your configurations. Processes are automatic, consistent, and logged—reclaiming significant IT staff bandwidth.

When a new user is detected, HelloID automatically carries out provisioning processes, such as creating accounts and person cards within TOPdesk. HelloID processes changes made to existing users in the HR system to ensures everything remains up-to-date. When an employee departs, HR changes their status, and HelloID swiftly deactivates accounts and revokes access.

Automatic Updates & Ticketing

HelloID directly integrates with TOPdesk’s ticketing system, automating and tracking many identity management processes. By processing every change in the connected HR system, HelloID ensures that users’ identity information, resources, and access remain up-to-date. Throughout promotions, role-changes, and any other events that occur during the user account lifecycle, HelloID updates accordingly.

When HelloID detects changes made within the HR system, it may automatically create tickets within TOPdesk as well. Providing TOPdesk with automated ticketing processes accelerates your improved ITSM ever further. Examples of automatic ticketing include:

  • Registration and tracking purposes, immediately opening and closing tickets.
  • Change requests, creating tickets when HelloID detects new users or updates to their role.
  • Create incidents when a user submits a call from TOPdesk’s self-service portal.

HelloID’s connector helps automate the identity management log created by TOPdesk’s ticketing records. These records always provide an up-to-date log and audit trail of changes concerning employees and incidents. Examples include:

  • When did a user receive their accounts?
  • Which systems did they receive accounts for?
  • Who approved permission changes?
  • Did a user receive a new device correlating to a role change?
  • Did a user reset their password resets?

Delegated Forms

If role-based provisioning or downstream user updates must be executed without a change in the HR system, HelloID provides delegated forms. With configurable fields for these forms, HR staff, IT, or managers may enter the necessary information to initiate the change. Once the delegated form is submitted, HelloID automatically executes all the associated processes right away.

User Self-Service & Single Sign-On (SSO)

Enabled by the connector, HelloID and TOPdesk’s self-service functionalities work together to create an elevated solution.

Access Management & Multifactor Authentication (MFA)

When users log into TOPdesk and navigate to their self-service portal, they may immediately access their HelloID dashboard containing all of their cloud applications and resources. HelloID ensures access to TOPdesk, enforces multifactor authentication (MFA) where configured, and ensures access to all cloud applications regardless of their individual SSO protocols.

HelloID may be configured to enforce MFA at both portal and individual application levels to enhance security without sacrificing access efficiency.

Tronox Case Study

Please refer to our Tronox case study for a more detailed, real-world overview of how HelloID’s Service Automation integration with TOPdesk has streamlined identity management for a global company.

“This powerful combination of HelloID Service Automation and TOPdesk provides highly simplified management processes and a stronger focus on innovation.”

Rick Davies
IT Lead, Tronox

Tronox Case Study

Password Resets—Account Claiming for Onboarding & 24/7 Self-Service

70% of helpdesk notifications are comprised of password reset or access requests (e.g. file shares, applications) according to TOPdesk’s up-to-date reports and statistics. Password self-service requires two important components: onboarding/account claiming and password reset functionality.

Account Claiming

Data privacy regulations and general security practices prevent organizations from distributing usernames and passwords via email. Tools4ever’s Self-Service Reset Password Manager (SSRPM), which integrates with HelloID, allows employees to safely claim their accounts and change their initial password. This functionality is provided via SSRPM Account Claiming module.

Learn more about Account Claiming here.

Password Resets

SSRPM’s portal offers employees the possibility to safely reset their password 24/7, from anywhere, and on any device. Additionally, the Service Automation interface provides helpdesk employees with a standard web form that directly executes resets while logging the action in TOPdesk’s ticketing management.

Simplified Management & Security, Reclaimed IT Bandwidth

Executing identity management tasks requires dedicated knowledge, elevated permissions, and significant time and effort. Even after implementing TOPdesk, some organizations rely on manual efforts to address tickets. By connecting TOPdesk to HelloID, these tasks become automated processes with enhanced ticketing and tracking.

While TOPdesk’s ticketing greatly enhances ITSM, HelloID’s automations eliminate the need for IT to manually address, execute, and close every ticket or incident. For many provisioning and self-service processes, HelloID automatically executes the configured process, creating and closing tickets as needed.

Additional Connector Information

For information on how to connect TOPdesk to HelloID for provisioning, ongoing management, and SSO, please refer to the HelloID Docs site:
https://docs.helloid.com/hc/en-us/articles/360015743439-How-to-create-a-TOPdesk-target-connector-with-PowerShell
https://docs.helloid.com/hc/en-us/articles/360019628674-TOPdesk-SAML-Single-Sign-On-SSO-Configuration
https://docs.helloid.com/hc/en-us/articles/360003313333-Create-a-TOPdesk-person
https://docs.helloid.com/hc/en-us/articles/360015641794-Update-a-TOPdesk-person
https://docs.helloid.com/hc/en-us/articles/360003313433-Archive-a-TOPdesk-person
https://docs.helloid.com/hc/en-us/articles/360015642514-Create-TOPdesk-change
https://docs.helloid.com/hc/en-us/articles/360015730493-Update-TOPdesk-change
https://docs.helloid.com/hc/en-us/articles/360003286674-Create-TOPdesk-incident
https://docs.helloid.com/hc/en-us/articles/360003286894-Update-TOPdesk-incident
https://docs.helloid.com/hc/en-us/articles/360003408173-Close-TOPdesk-incident

For additional information on connecting TOPdesk to HelloID as a provisioning target, please refer to the following GitHub links:
https://github.com/Tools4everBV/HelloID-Conn-Prov-Target-Topdesk
https://github.com/Tools4everBV/HelloID-Conn-Prov-Target-Topdesk-Operators