Many organizations that develop software use tools such as Azure DevOps to support their development process. Usually, another system, like TOPdesk, is used to register and handle incidents and change requests. 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 Azure DevOps. 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 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.
Advantages of the TOPdesk – Azure DevOps 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 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 which has no impact on the local IT infrastructure.