HR to ITSM
Remote to TOPdesk integration: staff in other countries as persons and tickets in TOPdesk
With an integration between Remote and TOPdesk, everyone working through Remote, as employer of record, contractor or own employee, is a person in TOPdesk, with department, country and manager. As soon as onboarding at Remote is complete, a ticket for laptop and accounts is ready, and an offboarding that Remote has approved becomes an offboarding ticket.
What the integration does
Organisations that employ colleagues in other countries through Remote and run their service desk in TOPdesk often only have the people from their own payroll in TOPdesk. Without an integration the service desk hears about a new colleague abroad through a team lead, and the laptop clears customs too late.
- HR creates an employment in Remote and invites the new colleague.
- KoppelHet creates the person in TOPdesk, with department, the branch for their country and the type of relationship.
- Within the agreed lead time before the start date an onboarding ticket follows in the colleague's name, with country and start date, for the team that ships the laptop.
- When the job, department or work email changes in Remote, KoppelHet updates the person.
- Once Remote has checked an offboarding, an offboarding ticket is created for the end date. After that KoppelHet archives the person.
What to watch for with Remote and TOPdesk
- Remote has EOR employees, contractors and own employees who are only paid through Remote. Everyone who uses IT belongs in TOPdesk, so the integration includes all types and sets the type on the person. A contractor with their own laptop thus gets an onboarding ticket for accounts only.
- At Remote an employment first goes through invitation, onboarding and a check by Remote before it becomes active. KoppelHet creates the person in TOPdesk as soon as the employment exists, but only creates the onboarding ticket when onboarding is complete, so the service desk does not prepare a laptop for someone who still drops out.
- For an offboarding Remote first checks the country's notice periods before the end date is fixed. The offboarding ticket therefore only follows once Remote has passed the offboarding to payroll, with the confirmed date and not the proposed one.
- An offboarding can be marked confidential in Remote, and such a request is not in the regular list. KoppelHet does not request confidential requests, so the service desk sees nothing of a departure the employee has not yet been told about.
- Remote only retries a notification on a connection error; an error code from the receiver counts as delivered. KoppelHet therefore accepts every notification straight away, processes it in TOPdesk afterwards and recovers missed notifications from Remote's delivery history.
- Colleagues through Remote often work in a country without an office of its own. KoppelHet assigns them to a branch per country in TOPdesk, so the onboarding ticket reaches the team that ships to that country, and the service desk sees which country someone works in when they ask a question.
- The work email is sometimes only fixed in Remote later than the rest of the employment, and Remote reports that change separately. KoppelHet fills in the email address in TOPdesk as soon as that notification arrives, so the new colleague can also log tickets themselves.
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
Even if our own employees already reach TOPdesk from AFAS or Nmbrs?
Yes. Remote only adds the people who are not in your own payroll. We agree which source leads per person, so nobody appears in TOPdesk twice.
What if someone drops out before onboarding is finished?
Then there is no onboarding ticket yet. The person in TOPdesk is archived when the employment at Remote is archived or deleted.
Does salary or contract data go to TOPdesk?
No. Only name, work email, job, department, country and the type of relationship.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Remote is read through the Remote API at gateway.remote.com with a company-scoped token. Initial load with GET /v1/employments (page_size 100, filters on status, employment_model eor, peo or global_payroll and employment_type); the list returns a lightweight employment with fields including job_title, status, type, department, employment_model, external_id and the lifecycle stage. After that webhooks through POST /v1/webhook-callbacks on employment.onboarding.completed, employment.details.updated, employment.status.updated, employment.work_email.updated and offboarding.submitted_to_payroll and offboarding.completed.
- Webhooks are signed (X-Remote-Signature and X-Remote-Timestamp). Only transport failures are retried, five times up to 18 hours after the first attempt; 4xx and 5xx count as delivered. Deduplication on the event ID; missed notifications through GET /v1/webhook-events and POST /v1/webhook-events/replay. Confidential offboardings are only listed with include_confidential.
- TOPdesk is written through the TOPdesk REST API: persons and branches through Supporting Files (employeeNumber at most 20 characters), incidents with POST /tas/api/incidents (callerLookup, briefDescription, request, operatorGroup, targetDate, externalNumber) or changes with POST /tas/api/operatorChanges from a template. KoppelHet stores per employment which ticket already exists.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Remote | Field in TOPdesk | Notes |
|---|---|---|
short_id van de employment | employeeNumber | The long employment ID goes to a free field |
full_name | firstName en surName | |
Werkadres (work_email) | email | |
job_title | jobTitle | |
department | department | |
Land van de employment | branch | One branch per country |
employment_model en type | Vrij veld soort arbeidsrelatie | |
Leidinggevende | manager | |
status active (onboarding afgerond) | Onboardingmelding of wijziging uit sjabloon | |
Offboarding met einddatum | Offboardingmelding, daarna employmentTerminationDate en archiveren |
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