HR to ITSM
Dayforce TOPdesk integration: people and onboarding tickets for the service desk
With an integration between Dayforce and TOPdesk, employees of the Dutch locations from Dayforce are persons in TOPdesk, with department, branch and manager, and KoppelHet creates an incident or change for the right operator group for every new colleague, job change or departure. The onboarding ticket holds the start date and the location where the new colleague actually starts, and one week before the last working day an offboarding ticket arrives for badge, laptop and access.
What the integration does
Organisations with staff in Dayforce and IT and facilities in TOPdesk only get new employees into TOPdesk once local IT enters them by hand. Seasonal staff who leave keep their badge and account until someone notices.
- HR records a new employee at a Dutch location in Dayforce, often weeks before the first working day.
- KoppelHet fetches the employee with work assignment, organisation, location and manager as they apply on the start date.
- Departments and branches not yet in TOPdesk are created first. Then the employee arrives in TOPdesk as a person.
- An onboarding change from your template starts with the start date in it.
- One week before the last working day an offboarding ticket arrives for laptop, badge and access; after the last working day KoppelHet archives the person.
- The onboarding incident is in the new colleague's name and goes to the operator group of the branch, with the start date as target date and job, department and manager in the text. If the service desk wants fixed tasks, it becomes a change from a template.
- A new job or department results in a change ticket, so IT adjusts access and equipment.
What to watch for with Dayforce and TOPdesk
- Hotels and shops often have their own facilities contact. KoppelHet chooses the operator group of the ticket based on the Dayforce location, so the badge for a new location does not end up with the central team.
- Seasonal staff come and go within weeks. Per employment type we agree whether an onboarding ticket follows, so the service desk does not prepare a laptop for every two-week worker.
- An extra work assignment at another location in Dayforce is a new work assignment, not a new employee. That becomes a change ticket for badge and access at that location, not a second onboarding.
- Dayforce holds employees from every country the group operates in. KoppelHet filters on locations in the Netherlands, so TOPdesk only receives people who belong to the Dutch service desk.
- Dayforce stores work assignment, organisation and employment with a start and end date. KoppelHet requests the state on the start date, so the onboarding change contains the department and branch where the new colleague actually starts.
- In hospitality and retail employees often move between locations. A new work assignment in Dayforce changes the branch in TOPdesk on the effective date, and the service desk then sees the person at the new branch.
- Dayforce only returns a field when the integration's role has rights to it. If the manager or work address is empty, KoppelHet reports it as a permissions issue in Dayforce, instead of creating a person without a manager.
- The organisation in Dayforce is a hierarchy of organisational units, departments in TOPdesk are a flat list with unique names. Two units both called 'Kitchen' get the location's name added in TOPdesk.
- A manager in Dayforce can work outside the Netherlands and is then not in TOPdesk. The integration then leaves the field empty or creates the manager without a Dutch branch, as your service desk chooses.
- If a leaver also has an operator account in TOPdesk, TOPdesk archives the operator together with the person. The offboarding change mentions this, so the service desk also checks access.
This integration is also part of joiner, mover, leaver.
How we build and run it
- The integration runs on the KoppelHet platform, hosted in a data centre in the EU.
- Every sync and every error is visible in the functional log; on an error your administrator is notified.
- A change that cannot go through is not half-applied but queued for another attempt.
- KoppelHet is ISO 27001 certified. Data travels encrypted and stays on the platform no longer than needed.
- After go-live we manage the integration and adjust it when your process changes.
- The integration fits next to your existing integration layer. Only the fields in the design are transferred; the platform keeps no register of its own.
Implementation and price
This is not an app you switch on. We build the integration for your organisation on our platform, with building blocks we reuse on every project. So it is custom work that does not start from scratch.
A consultant prepares the intake and analyses both systems. We then record the mapping and exceptions field by field, test in the test or acceptance environment and go live at a moment you choose. Costs are a one-off amount for the setup and a monthly amount for platform, monitoring and support.
Frequently asked questions
Can we also have tickets created for onboarding and offboarding?
Yes. By default an onboarding incident or a change from your template arrives four weeks before the start date, and an offboarding ticket one week before the last working day. The ticket is in the employee's name and goes to the location's operator group.
Do seasonal workers also reach TOPdesk?
Yes, if they are in Dayforce as employees at a Dutch location. Which employment types are included is agreed at the start.
Who decides what is in the onboarding change?
Your service desk, through a template in TOPdesk. KoppelHet fills the template with the person, start date, department and branch.
Does Dayforce need anything set up for the integration?
An API user with a role that may only read the agreed fields. Your Dayforce administrator arranges this once.
We already have an integration platform. Does this fit alongside it?
Yes. This integration runs on the KoppelHet platform and asks nothing of your existing integration platform. Every action is in the audit logging, so operations and audit know what happened.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Dayforce is read through the REST API with its own company name in the API URL. Changed employees through the update-date filters of the Employees endpoint; details with expand for WorkAssignments, OrgUnitInfos, Locations, EmployeeManagers, Contacts and EmploymentStatuses, with contextDate for the state on the effective date. Fields only with field-level access in the API user's role.
- TOPdesk is written through the TOPdesk REST API (Supporting Files for people, departments and branches with the XRefCode as external link; Change for changes from a template). firstName up to 30 characters, prefixes up to 10, surName up to 50.
- Tickets through the TOPdesk REST API: incidents with POST /tas/api/incidents (callerLookup to the person, briefDescription, request, category, operatorGroup, targetDate and externalNumber), or changes with POST /tas/api/operatorChanges from a template (template and requester). KoppelHet stores per employee which incident or change has already been created, per hire and per end date.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Dayforce | Field in TOPdesk | Notes |
|---|---|---|
XRefCode | employeeNumber | Fixed key |
Voornaam | firstName | At most 30 characters |
Achternaam | surName en prefixes | Prefix separately, at most 10 characters |
Werk-e-mail (Contacts) | email | |
WorkAssignments (functie) | jobTitle | |
OrgUnitInfos | department | Unique name, with the parent unit if needed |
Locatie van de work assignment | branch | |
EmployeeManagers | manager | Reference to the manager's person |
EmploymentStatuses (einddatum) | Archiveren en offboardingwijziging | |
Indiensttreding, wijziging of vertrek | Melding (incidents) of wijziging uit sjabloon (operatorChanges) | Chosen per event at the start |
Gesynchroniseerde persoon | callerLookup of requester | The ticket is in the employee's name |
Startdatum of einddatum dienstverband | targetDate en briefDescription | For example Onboarding 01-11-2026: name |
Functie, afdeling en leidinggevende | request (tekst van de melding) | |
Vestiging of afdeling | operatorGroup en category | Operator group per branch |
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