Configure TOPdesk imports
Choose which TOPdesk calls, branches, contacts, and operators OutSmart imports.
Use the import settings to choose which data OutSmart pulls from TOPdesk.
Each sync runs automatically every 15 minutes after you save the setup.
Available import options
Work orders
TOPdesk calls import into OutSmart as work orders.
These settings control which calls import:
Processing status
Sync status
Operator groups
Update method
Sub-incidents
Use debtor numbers
Allow duplicate imports
Relations
TOPdesk branches import into OutSmart as relations.
You can also import linked persons as contact persons.
Employees
TOPdesk operators import into OutSmart as employees.
If you use operator groups, only operators from those groups import.
What the work order import fields do
Processing status
Select one or more TOPdesk processing statuses.
Only calls with one of these statuses import into OutSmart.
This field is required when work order import is enabled.
Sync status
Choose the status that TOPdesk should apply after the call is imported.
This prevents the same call from importing again on the next sync.
The sync status must be different from the processing status.
Operator groups
Use this field to limit imports to selected TOPdesk operator groups.
Leave it empty to import calls from all groups.
Update method
Choose how updates to existing TOPdesk calls are applied:
Periodic checks and applies updates at regular intervals.
Direct applies updates as soon as they are detected during a sync.
Sub-incidents
Turn this on to import linked sub-incidents as separate work orders.
Use debtor numbers
Turn this on to use the branch debtor number as the relation number.
Use this when debtor numbers in TOPdesk match relation numbers in OutSmart.
Allow duplicate imports
Turn this on when a call can be closed, reopened, and imported again.
What transfers on call import
When a call imports as a work order, OutSmart uses:
the call number as the external work order number
the branch name and address as the customer
the caller name, phone number, and email address as contact details
the brief description and request text as the work description
the target date as the planned work date
any attachments on the call as work order attachments
If the linked branch is missing street, postcode, or city, the call is skipped.
The log then shows that the order has missing fields.
Relation import options
When you enable Relations, OutSmart imports TOPdesk branches as relations.
You can also use these options:
Contacts imports persons linked to the branch as contact persons.
Sub-branch as main relation imports a sub-branch as its own relation instead of an extra address.
Employee import options
When you enable Employees, OutSmart imports TOPdesk operators as employees.
If you selected operator groups, OutSmart only imports operators from those groups.
Frequently asked questions
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