HR to ITSM
HiBob TOPdesk integration: employees and onboarding tickets for every new colleague
With an integration between HiBob and TOPdesk, new colleagues from HiBob 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 service desk gets an onboarding ticket four weeks before the start date and an offboarding ticket one week before the last working day by default, without a Slack message or email.
What the integration does
Organisations with HiBob for HR and TOPdesk for IT and facilities often report a new colleague to the service desk with a separate message, which goes wrong in busy weeks. Leavers stay in TOPdesk until someone cleans up.
- HR adds a new colleague in HiBob.
- KoppelHet notices this straight away and fetches the current details.
- Colleagues at the Dutch sites then appear as persons in TOPdesk, with department, branch and manager.
- The service desk sees an onboarding change based on your TOPdesk template, with the new colleague as requester.
- 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 HiBob and TOPdesk
- HiBob only reports a departure after the last working day. For the offboarding ticket KoppelHet therefore uses the planned leave date from the daily check, so facilities can still collect the badge on the last working day.
- HR tasks such as a welcome email stay in HiBob onboarding. The TOPdesk ticket only covers what IT and facilities do, and has the new colleague as caller, so they can respond themselves later.
- If a colleague moves from a site abroad to a Dutch site, they are new to this TOPdesk. KoppelHet creates an onboarding ticket for the workplace, although the employee has been in HiBob for years.
- HiBob only reports which employee changed, not the new details. KoppelHet then fetches them itself, so TOPdesk always gets the current state.
- HiBob reports a departure at midnight after the last working day, in the site's time zone. The person is therefore archived in TOPdesk after the last working day, not before.
- KoppelHet first checks which details changed. A new home address causes nothing in TOPdesk, a different department or manager does.
- If the branch or manager is missing in TOPdesk, the integration usually does not yet have the right to that detail in HiBob.
- HiBob holds sites in every country. Only colleagues at the Dutch sites go into this TOPdesk; the integration ignores the rest.
- In the periodic check KoppelHet also looks at departed employees, so a missed departure notification is still picked up.
- Notifications can arrive twice or out of order. KoppelHet therefore compares with what is already in TOPdesk and only writes what actually differs.
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 planned leave date. HR tasks stay in HiBob.
How quickly does a new colleague appear in TOPdesk?
As soon as HiBob reports the change and KoppelHet has fetched the details. No nightly run is needed.
Can we keep onboarding tasks in HiBob?
Yes. HR tasks stay in HiBob. The TOPdesk change covers what IT and facilities must arrange, such as laptop, access badge and workspace.
What if someone goes on leave?
Long-term leave is not something TOPdesk needs to know. The person stays active, so they can log a call as soon as they return.
What if our TOPdesk departments have different names from those in HiBob?
Then we store a translation table in the KoppelHet platform. You can update it yourselves when a department is added.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- HiBob is read through webhooks (employee events v2, including employee.created, employee.updated and employee.left), which only contain the employeeId and, on an update, the IDs of changed fields. Lifecycle events fire at midnight after the effective date in the site's time zone.
- Data comes from the HiBob API people search; departed employees only with showInactive. Fields include root.firstName, root.surname, root.email, work.title, work.department, work.siteId and work.startDate.
- TOPdesk is written through the TOPdesk REST API (persons, branches, departments and changes).
- 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 HiBob | Field in TOPdesk | Notes |
|---|---|---|
Employee ID in Bob | employeeNumber | Or root.id if the employee number is not used |
root.firstName | firstName | |
root.surname | surName | |
root.email | email | |
work.title | jobTitle | |
work.department | department | |
work.siteId | branch | |
Reports to | manager | |
work.startDate | hireDate (contract) | |
Einddatum (lifecycle) | employmentTerminationDate (contract) 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 |
work.startDate of vertrekdatum | 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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