AI agents for TOPdesk
ITSM Autopilot puts AI agents on your TOPdesk calls. They classify the call, answer the caller from your own knowledge base, and turn resolved incidents into knowledge articles. You connect with an API account and a webhook, and every agent starts in shadow mode.
How it works with TOPdesk
- 1
You connect with your TOPdesk environment and an application password (scopes: incident management read and write, operator management read), plus an action sequence that posts incident events to ITSM Autopilot. Usually done within 15 minutes.
- 2
One automated action is enough, fired on all incident events. ITSM Autopilot derives new versus update versus closure from the processing status itself. The stage mapping shows which TOPdesk status belongs to which stage, and that decides which agents run when.
- 3
Everything starts in shadow mode. Per call you see what an agent would do, without anything reaching TOPdesk or the caller.
- 4
Live, the Triage Agent classifies the call and the Service Desk Employee answers the caller or leaves a note for the operator. Escalation to second line is possible: when an agent routes to a second-line group, ITSM Autopilot escalates the incident first. After resolution the Knowledge Curator writes the knowledge article.
The five agents
Triage Agent
Sets category, subcategory and priority, and suggests the right team.
Service Desk Employee
Asks for clarification on vague tickets, redirects to self-service, and writes the first reply from your knowledge base.
Knowledge Coach
Finds the best matching knowledge article and posts a short coaching tip for the operator.
Happiness Manager
Detects frustration in ticket updates and suggests a priority change.
Knowledge Curator
Turns every resolved ticket into a knowledge article, or enriches an existing one.
Frequently asked questions
Does this replace TOPdesk's own features?
No. We run alongside TOPdesk and write back through the TOPdesk API. Your existing workflows, forms and permissions stay as they are; the agents only take over administrative work.
What does the TOPdesk integration need?
Your TOPdesk environment, an application password with incident management (read and write) and operator management (read) scopes, and one action sequence that posts on all incident events to the webhook URL.
Can it reply to callers in TOPdesk?
Yes, but only when you switch it on. By default the Service Desk Employee runs in shadow mode. Once live, it posts the answer as an action on the call.
How long does setup take?
Most teams are up and running in under 15 minutes: connect, run discovery, check the stage mapping, and let the agents run along in shadow mode.
Try it yourself
30 days free, with no financial commitment. Every agent starts in shadow mode, so you see what it would do first.