HR to ITSM
Deel TOPdesk integration: employees, EOR and contractors with an onboarding ticket
With an integration between Deel and TOPdesk, everyone hired through Deel 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. For every new colleague an onboarding ticket arrives with country, start date and type of engagement, so the service desk ships the laptop on time, and on termination an offboarding ticket for equipment and access.
What the integration does
Organisations with their own office and colleagues in other countries through Deel pass new people to the TOPdesk service desk by email, often only once the contract is running. The service desk sometimes has to ship laptops abroad and then hears too late.
- As soon as a contract in Deel is signed, Deel reports the new person to KoppelHet.
- KoppelHet creates the person in TOPdesk with location, department, manager and type of relationship.
- Before the start date a change from your onboarding template appears in TOPdesk, with country and start date, so the service desk can ship the laptop in time.
- When department, manager or contract end change in Deel, KoppelHet updates the person in TOPdesk.
- On a termination KoppelHet creates an offboarding change and archives the person after the last working day.
- 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 Deel and TOPdesk
- Deel reports a signed contract sometimes months before the start. The onboarding ticket arrives four weeks before the start date by default; for countries where a laptop has to clear customs, we agree a longer lead time.
- A contractor with an end date in Deel gets an offboarding ticket one week before that date. If the contract is extended, the date moves and the ticket only follows for the new end date.
- The type of engagement from Deel is in the ticket. For a contractor with their own laptop the service desk then only arranges accounts and access.
- A person in TOPdesk is needed for everyone who uses IT, not only own employees. The integration therefore also includes EOR employees and contractors from Deel, and stores the type of relationship on the person, so the service desk can see who they are dealing with.
- Colleagues through Deel often work in a country without an office of their own. KoppelHet links them to a location per country in TOPdesk, so the onboarding change shows where the laptop has to go and which team ships it.
- Deel reports a new colleague as soon as the contract is signed, often weeks before the start. The onboarding change is therefore in TOPdesk in time, even if the laptop first has to cross a border.
- Contractors usually have an end date in Deel. It appears in TOPdesk as the contract end on the person, so the service desk sees on a request that the contract ends soon.
- When a contractor or EOR employee moves to your own BV, Deel creates a new contract. KoppelHet updates the existing person in TOPdesk, so the history of tickets and lent equipment stays with the same person.
- Deel disables a webhook after ten failed delivery attempts. KoppelHet monitors this and also compares the active people in Deel with TOPdesk every day, so a missed notification does not become a forgotten laptop.
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. For countries with long delivery times we choose a longer lead time.
Is the home address passed on for shipping a laptop?
Not by default. If the service desk needs to ship to a home address, we agree that the address only goes into the onboarding change and does not stay on the person.
Does this work if we only use TOPdesk for the Netherlands?
Yes. We then only include the people who belong to the Dutch office or the Dutch entity.
What can be traced afterwards for an audit?
Every action of the integration is recorded in the audit logging of the KoppelHet platform. KoppelHet works with an ISO 27001 certified management system.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Deel is read through the HRIS People API (worker_id, preferred_first_name, last_name, work_email, job_title, department, direct_manager, hiring_type, work_location, employments with termination_last_day) and signed webhooks (x-deel-signature, HMAC-SHA256) with ten delivery attempts up to sixteen hours.
- TOPdesk is written through the TOPdesk REST API with an operator's application password. Supporting Files for persons (employeeNumber at most 20 characters, branch, department, manager, contractExpiryDate, employmentTerminationDate, archiving with a reason) and locations; Change Management API for onboarding and offboarding changes from a template.
- 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 Deel | Field in TOPdesk | Notes |
|---|---|---|
worker_id | employeeNumber | Per person, not per contract |
preferred_first_name of first_name | firstName | |
last_name | surName | |
work_email | email | |
job_title | jobTitle | |
department.name | department | |
Land van het dienstverband of work_location | branch | Utrecht office or a location per country |
direct_manager.worker_id | manager | |
hiring_type | Vrij veld soort arbeidsrelatie | |
Einddatum contract | contractExpiryDate | |
termination_last_day | employmentTerminationDate en archiveren | |
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 termination_last_day | 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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