TOPdesk mail import

Worcade facilitates TOPdesk customers to collaborate in a very efficient manner.
Using TOPdesk mail import, you can refine the connection between TOPdesk and Worcade:

Benefits TOPdesk mail import integration

  • operators can see updates the other party sent via Worcade in TOPdesk’s action field on the tab general of the call;
  • TOPdesk can update the status of a call;
  • operators can get a visual cue when a Worcade conversation is updated, calls show up in italic and status can be changed;
  • operators can receive an update notification with a link to a TOPdesk incident card instead of Worcade;
  • TOPdesk generates a new call when someone starts a new Worcade conversation with you.

Setting up the link is easy. The most important thing you need is an email address specifically for this link. And a mailbox TOPdesk can login to to process the received email messages.

Worcade sends an email to conversation participants when a conversation is created or updated. The sender is always noreply@worcade.net. Worcade can keep a TOPdesk application in the loop of conversations of its operators by sending it an extra email message.

Worcade adds a footer to each email message. You can tell TOPdesk to ignore this footer by enabling “Only import reply into card”. Add the two hyphens (–) to “Add custom marker on separate lines”.

—

Hi TOPdesk user,

This message is intended to be processed by the TOPdesk mail Import.
This message was triggered because message(s) were added to a conversation that corresponds with one of your incidents.

Regards,
the Worcade automailer
www.worcade.com

Your TOPdesk can process these email messages via mail import. Using special headers, TOPdesk knows which caller (by email address) to link to a new call or which existing call (by Worcade conversation id) to update. This keeps your TOPdesk actions up to date.

By default, TOPdesk adds the subject, recipients and earlier conversation to the field Action. You can choose to remove these to improve readability. You can choose to update the field Status of the incident card and re-open incidents automatically (uncheck Completed or Closed).

By linking mail import to an operator created for Worcade specifically, you can see which TOPdesk cards have been created or changed. This allows operators to see which cards are modified by someone else (in italics).

TOPdesk also updates the date and time of the related incident card. Using the module Events and Actions you can trigger on all updated fields.

TOPdesk mail import can fill out the following drop-down lists when creating or updating a call:

  • Entry
  • Call Type
  • Impact
  • Priority
  • Status
  • Category
  • Subcategory

This allows you to fill out the entry type of a call to “Worcade”. You can edit most drop-down lists this way:

  1. Open the TOPdesk menu in the top left corner and click Settings
  2. Open Module Settings > Call Management > Drop-down lists
  3. Click Add, typ the new value and click Save

The drop-down list status can change the processing status of a call in TOPdesk. This allows you to release a call from On Hold as soon as the other party replied via Worcade.

You can edit the drop-down lists category and subcategory as follows:

  1. Open the TOPdesk menu in the top left corner and click Settings
  2. Open Functional Settings > Categories and Subcategories
  3. Click the button New Category, typ the new valies and click Save

By linking a Default Operator you can automatically route a call to this operator (group). Using keywords, TOPdesk automatically assigns a category to a call based on keywords in the request field.

If you’d like to set up a new TOPdesk mail import specifically for Worcade, consider adding a Worcade operator card as well so you can identify cards changed for this purpose and trigger events:

  1. Open the TOPdesk menu in the top left corner and click Settings
  2. Navigate to Modules
  3. Open Supporting Files
  4. Select Operator in the section New
  5. Fill out the required fields, using “Worcade” as Last name and Login name
  6. Note the password you assign to “Worcade” isn’t relevant, the account doesn’t really have to login and doesn’t need a permission group
  7. Save the new operator card

TOPdesk mail import reads email messages from an email folder. Organisations often use a central mailbox which can be reached with an email address like support@company.com or helpdesk@company.com.

You can utilise the same email folder for the mail import you’ll link to Worcade, as long as you create an alias email address specifically for the link with Worcade. For instance worcade_support@yourorganisation.com.

Before setting up the email address, verify it works as expected by sending an email to the new alias.

TOPdesk can import email messages via IMAP and Exchange Web Services. Almost every mail server can utilize one of these methods.

It’s worth checking whether TOPdesk mail import is already in use. This saves you time looking for server settings already in place. To see the current TOPdesk mail import settings:

  1. Log in using an account with administrator access
  2. Open the TOPdesk menu in the top left corner and click Settings
  3. Open Functional Settings > Mail Import

If a mail import is already in place, consider whether your mail import for Worcade can utilize these settings.

If you need to setup a new mail import, check whether you are using TOPdesk Professional or TOPdesk Enterprise. TOPdesk Professional is limited to one inbox.

  1. Log in using an account with administrator access
  2. Open the TOPdesk menu in the top left corner and click Help > Information
  3. Below Licence information you can see your TOPdesk edition

TOPdesk mail import looks for new email messages in intervals. Ask your mail server’s system administrator for this information to access the mailbox:

  • Server location and Port number, the hostname or the ip address including the port number via which TOPdesk can reach the mail server
  • User and password, the credentials TOPdesk can use to reach the mailbox
  • Mail Folder, a subfolder “Worcade” is convenient
  • The email address connected to the mailbox

It’s best to setup TOPdesk mail import together with your mail server’s system administrator. When you cannot get TOPdesk to connect, the administrator can help out immediately or talk to TOPdesk Support.

Open TOPdesk mail import settings:

  1. Log in using an account with administrator access
  2. Open the TOPdesk menu in the top left corner and click Settings
  3. Open Import Settings > Mail Import

To setup a new account:

  1. Click New
  2. Add “Process Worcade updates” as a short description
  3. Set Import as to Incident and select the created operator for Worcade
  4. Save the mail import card to show the other fields to setup
  5. Fill out Connection information with your system administrator and TOPdesk’s manual on mailimport.
  6. Fill out Processing based on your functional preferences about what should happen with Worcade’s update email
  7. Make sure to set up the tab Call Settings to your functional preferences with regards to the updated incident. In the section If email refers to existing call, we advise you to activate “Make added text and attachments invisible to caller” so you can see your supplier response before your end user can. You can then manually open up this part of the conversation in TOPdesk later on.

TOPdesk imports subject and recipients, unless “Import subject and mail addresses into memo fields” is disabled.

Using TOPdesk, setup the email address you’d like Worcade to send updates:

  1. Open the TOPdesk menu in the top left corner and click Settings
  2. Navigate to Functional Settings > Worcade
  3. Enter the email address your TOPdesk mail import module will process below TOPdesk mail import integration

Please note:

  • Fill out an email address specifically for this technical link with Worcade.
  • Worcade waits a few minutes before sending an email to TOPdesk to accumulate messages.

Worcade-users start a conversation with Worcade using a generic email address like support@yourorganisation.com. To create a TOPdesk call from such a conversation, this email address has to be known to Worcade.

Worcade supports one email address per user. TOPdesk automatically creates a Worcade user as soon as an operator starts using Worcade. To learn Worcade about your support email address(es):

  1. Log on as a TOPdesk administrator
  2. Create a new operator with your support email address
  3. Log on TOPdesk as the new operator
  4. Open any incident card
  5. Open the Worcade tab
  6. Open the Worcade profile settings using the silhouette icon
  7. Untick “Receive conversation updates”
  8. Logoff TOPdesk
  9. Log on as a TOPdesk administrator
  10. Archive the created operator

If you communicated multiple support email addresses, follow the above steps for each email address.

Using TOPdesk’s Events and Actions, you can trigger on incident cards updated via mail import. This allows you more granular control over the notifications you receive when a supplier updates a conversation in Worcade. For instance, you can choose to receive less email notifications (only for specific suppliers or with a certain impact), read the text the supplier added to Worcade in your email message or link to the TOPdesk incident card instead of the conversation in Worcade.

To create events and actions you need access to TOPdesk’s settings as a TOPdesk Administrator.

Create Event(s)

  1. Open the TOPdesk menu in the top left corner and click Settings
  2. Navigate to Modules
  3. Open Action Management
  4. Open Event Explorer
  5. Click Create new event
  6. Select the card type, this corresponds with the first line, second line and partial incident card
  7. Name the event (for instance “Updated by mail import for Worcade”)
  8. Set the event to Active
  9. Set Choose type of event to Card date. Technically, TOPdesk doesn’t handle cards that are updated automatically as edited
  10. Below Select card date and interim, set the trigger to 1 Minute(s) After Date/time of change
  11. Tick Conditions Apply, and set the condition to Event occurs when Attribute Changer of the Card equals Value Worcade.
  12. Save the event

You may have to create multiple events depending on the cards you activated Worcade for. By default, you’ll need three events: first line, second line and partial incident card.

Create Action(s)

To configure an email message:

  1. Open the TOPdesk menu in the top left corner and click Settings
  2. Navigate to Modules
  3. Open Action Management

Email templates can take some time to fine tune, based on the desired layout. Browse Actions > Action explorer to see what’s already there. Maybe there’s an existing action you can copy to build on. Otherwise:

  1. Click New > Email action
  2. Select the corresponding table first line call, second line call or partial call and click Create new email action

Next, fine-tune the email template’s from, to, subject and body. You can use data from the involved incident card by inserting the field name using the brackets [ ].

Then link the action with the event created earlier by clicking the edit icon in the Linked events section. Tick the event and click Apply.

You may have to create multiple actions depending on the cards you activated Worcade for. By default, you’ll need three actions: first line, second line and partial incident card.

TOPdesk operators can disable Worcade notifications for updated messages. Please point them towards the Worcade Guide for TOPdesk.

Open TOPdesk mail import settings:

  1. Log in using an account with administrator access
  2. Open the TOPdesk menu in the top left corner and click Settings
  3. Open Functional Settings > Mail Import
  4. Open the mailbox that’s connected to Worcade
  5. Click the tab Call Settings
  6. Change the settings below If email refers to existing call. Setup your desired value for the search field status per processing status (open, completed, closed) and pick your desired processing status.

TOPdesk operators can show calls changed via Worcade in italic in their to do list. Please point them towards the Worcade Guide for TOPdesk.