HR to ITSM
Zoho People to TOPdesk integration: employees as persons, and the IT clearance on departure as an offboarding ticket
With an integration between Zoho People and TOPdesk, every employee from Zoho People is a person in TOPdesk, with location, department, job and manager, and the service desk gets an onboarding ticket before the date of joining and an offboarding ticket as soon as the Date of Exit is known. KoppelHet only requests records changed since the previous run.
What the integration does
Organisations that use Zoho People for HR and TOPdesk for the service desk often handle a colleague's departure through an IT clearance in Zoho People. The service desk does not see that clearance in its own queue, so laptop and accounts are only handled when someone remembers.
- HR adds the employee in Zoho People with date of joining, location, department, designation and manager.
- KoppelHet sees the new record in the next run and creates the person in TOPdesk.
- Four weeks before the date of joining an onboarding ticket reaches the location's operator group.
- As soon as a Date of Exit exists, an offboarding ticket arrives with that date as target date.
- After the last working day KoppelHet archives the person in TOPdesk.
What to watch for with Zoho People and TOPdesk
- Zoho People can have up to ten clearances per resignation process, including an IT clearance with its own owner. KoppelHet creates the offboarding ticket in TOPdesk, so the service desk sees the work in its own queue. The IT clearance in Zoho People can then be ticked off once the ticket is closed.
- The Zoho People admin decides when the Date of Exit appears on a resignation, on approval or only on the last working day. Only with the first setting does the offboarding ticket arrive weeks ahead; with the second the service desk would hear on the day itself. We settle that at the start.
- For a termination entered by the organisation itself, Zoho People sets the Date of Exit immediately on saving. That departure therefore reaches TOPdesk in the next run, even if the date is within a week.
- If HR changes the last working day, Zoho People recalculates the clearance dates. KoppelHet also updates the target date of the open offboarding ticket, so TOPdesk and Zoho People keep the same day.
- Zoho People blocks an environment for five minutes above four hundred requests per minute, and returns at most two hundred records at a time. KoppelHet filters on modified time, so a run usually costs just one request and other integrations are not blocked.
- Location, department and designation are fields in a form the admin adjusts. At the start we settle which fields go to branch and department. When a location appears that TOPdesk does not know, KoppelHet creates no branch but reports it.
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 keep the IT clearance in Zoho People?
Yes. The ticket in TOPdesk is where the service desk works; the clearance remains HR's checkpoint. Ticking it off automatically from TOPdesk is not part of the first version and can be added later as an extension.
What if we already onboard candidates in Zoho People?
The integration works from the employee form. Whether a candidate should produce a ticket earlier, we check in the intake.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Zoho People API with OAuth 2.0 (Authorization header Zoho-oauthtoken, scope ZOHOPEOPLE.forms.READ). GET /people/api/forms/employee/getRecords with sIndex, limit (at most 200, otherwise error code 7021) and modifiedtime in milliseconds; SearchColumn EMPLOYEEID or EMPLOYEEMAILALIAS to fetch one employee. Four hundred requests per minute with a five-minute block. Internal field names of the employee form checked per environment.
- TOPdesk is written through the TOPdesk REST API with an application password: persons through Supporting Files (employeeNumber at most 20 characters, archiving with a reason), incidents with POST /tas/api/incidents and target date updates with PATCH /tas/api/incidents/id/{id}.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Zoho People | Field in TOPdesk | Notes |
|---|---|---|
EmployeeID | employeeNumber | |
FirstName en LastName | firstName en surName | |
EmailID | email | |
Designation | jobTitle | |
Location | branch | |
Department | department | |
Reporting To | manager | |
Date of Joining | hireDate en targetDate van de onboardingmelding | |
Date of Exit | employmentTerminationDate en targetDate van de offboardingmelding |
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