What goes into the service desk

Onboarding and offboarding tickets automatically from HR

A ticket integration creates an onboarding ticket four weeks before the start date by default, a change ticket for a new job or department, and an offboarding ticket a week before the last working day. KoppelHet builds this from Visma Raet YouForce, AFAS, Workday and others to TOPdesk, ServiceNow, Freshservice, Xurrent or Jira Service Management, in the template or catalogue item you already use.

Last updated: 9 November 2026

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What it is

The ticket is the moment IT and facilities get to work: order the laptop, create the badge, prepare the workplace, or take everything back on departure. The ticket has to arrive on time, be in the right person's name and say straight away what is needed.

Without an integration the service desk hears about a new hire through a loose email, sometimes only in the week of the start. On departure nobody creates a ticket, so the laptop does not come back and accounts stay open.

How the integration handles it

By default the onboarding ticket arrives four weeks before the start date, the offboarding ticket a week before the last working day and a change ticket on a new job or department. We set the lead times per customer.
The ticket lands where the service desk already works: an incident or a change from a template in TOPdesk, a catalogue item in ServiceNow, the onboarding process or a catalogue item in Freshservice, a request type in Jira Service Management or a template in Xurrent.
The ticket holds start date, job, department, manager and location. Custom fields in HR, such as laptop or phone yes or no, go into the text or the form.
With AFAS the integration waits until HR has completed the hiring workflow, so the service desk only receives checked data.
In Freshservice and Jira Service Management KoppelHet submits the request on behalf of the manager, so questions from IT go to the manager and not to HR.
KoppelHet remembers per employee which tickets already exist: one onboarding ticket per hire and one offboarding ticket per end date.
The first run only records the current state and creates no tickets. In test mode the service desk sees the full text of every ticket in advance, without it being created.

Edge cases we handle

If HR moves the end date, an offboarding ticket follows for the new date. The same date never produces two tickets.
A new contract that follows straight on from the previous one is not a departure for the service desk. The offboarding ticket is skipped; only a different job or unit produces a change ticket.
If a hire is withdrawn after the onboarding ticket exists, a note is added to the open ticket, so IT does not prepare a laptop for someone who is not coming.
The organisation decides which changes produce a ticket. The service desk does not need an address change, it does need a job change.

What KoppelHet does

KoppelHet sets the lead times, operator group, category and text of every ticket per customer, and lets the service desk approve that text in test mode before the integration goes live. Tasks, approvals and groups stay in your service desk workflow. Expect two to four weeks to go-live.

Common integrations

Workday → ServiceNow

Workday ServiceNow integration: users and onboarding requests without HR Service Delivery

AFAS Profit → Freshservice

AFAS to Freshservice integration: onboarding and offboarding requests from AFAS Profit

AFAS Profit → Xurrent (4me)

AFAS to Xurrent integration: employees, employers and onboarding requests from AFAS Profit in Xurrent (4me)

HiBob → Jira Service Management

HiBob to Jira Service Management integration: onboarding, offboarding and change requests from Bob

SAP HCM → TOPdesk

SAP HCM TOPdesk integration: people and onboarding tickets from SAP

SAP SuccessFactors → HaloITSM

SuccessFactors to HaloITSM integration: users per location and tickets on the effective date from Employee Central

Rippling → TOPdesk

Rippling to TOPdesk integration: persons, branches and tickets from Rippling's change feed

Oracle HCM Cloud → Jira Service Management

Oracle HCM to Jira Service Management integration: customers, organisations and requests from the HCM feeds

Customer cases

Gemeente Geertruidenberg

Public sector

Gemeente Geertruidenberg has Visma Raet YouForce create calls in TOPdesk automatically. Four weeks before a start date there is an onboarding call, a week before a departure an offboarding call, and a change call when someone gets a new role or department.

Read the customer story

Farmplus

Wholesale

Farmplus uses Visma YouServe as the source for Active Directory. For a new hire or a leaver the integration creates a service request in Freshservice, and mobile numbers from TOPdesk reach Active Directory through Joinly.

Read the customer story

Frequently asked questions

Will we get duplicate tickets?

No. KoppelHet remembers per employee which tickets already exist: one onboarding ticket per hire and one offboarding ticket per end date.

What happens at go-live with existing employees?

The first run only records the current state and creates no tickets. After that only new events lead to a ticket.

Can the ticket start a fixed onboarding process with tasks?

Yes. In TOPdesk the integration can create a standard change with fixed tasks for IT and facilities; in ServiceNow KoppelHet orders the catalogue item and the item's flow creates the tasks per team.

Does HR have to work differently?

No. HR works in the HR system as it does now. The service desk receives the tickets automatically.