TOPdesk – Azure DevOps integration
by Delta-N
The TOPdesk - Azure DevOps integration works in both directions and provides vast efficiency gains.
Many organizations that develop software use tools such as Azure DevOps
to support their development process. Usually, another
system registers and handles incidents and change requests, for example
TOPdesk. Some of the registered tickets require an adjustment in the
software and these need to be forwarded to the development department. Often
these incidents are entered manually into the second system. Duplicate work
that costs time and increases the possibility of errors. For organizations that
use both systems, a link between TOPdesk and Azure DevOps can yield a
significant efficiency gain.
The integration
The link between Azure DevOps and TOPdesk works in both directions. Tickets
in TOPdesk are easily forwarded to Azure DevOps and status changes of work
items in Azure DevOps are sent back to TOPdesk.
As soon as an incident or change request in TOPdesk is forwarded to
Azure DevOps, a work item is created that can be picked up by the development
team. The complete information can be transferred, including any attachments
such as screenshots.
As soon as the status of a work item changes in Azure DevOps, this status
change is sent back to TOPdesk. The TOPdesk card is updated, so that support
staff are always aware of the up-to-date status and can inform customers about
this.
Benefits of TOPdesk integration
The integration between TOPdesk and Azure
DevOps provides organizations substantial efficiency
gains.
- No double entry of incidents and change requests.
- Faster handling of incidents because they are forwarded immediately
- The complete information ends up with the development team, including
attachments.
- Less (mis) communication between development and support.
- Better insights into the status of tickets in TOPdesk
- Customers can be better informed.
The TOPdesk - Azure DevOps Integration is a standard connection on a subscription basis. The integration is a SaaS solution that has no impact on the local IT infrastructure.