What goes into the service desk

People and departments from HR in TOPdesk, ServiceNow or Freshservice

A people integration puts every employee from the HR system into the service desk as a person, with department, job, location and manager, and archives them after the termination date. KoppelHet builds this integration from AFAS, Visma Raet YouForce, Workday or HiBob to TOPdesk, ServiceNow, Freshservice, Xurrent or Jira Service Management.

Last updated: 9 November 2026

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What it is

The people in the service desk are the basis for every ticket. Whoever calls or emails has to be there with the right department and manager, and approvals and reports per department are only correct if the organisation is.

Without an integration the service desk imports an Excel export from HR now and then. Between two imports a new colleague cannot log a call, and someone who has left can still sign in to the self-service portal.

How the integration handles it

Every employee goes into the service desk as a person with name, job, department, location, manager and work email. Citizen service number, salary and home address stay out.
The employee number is the fixed key. A name change after a marriage or divorce therefore does not create a second person.
For every department KoppelHet stores the code from HR. If HR renames a department, it stays the same department in the service desk, with its members and tickets.
HR holds departments as a tree, TOPdesk as a flat list with unique names. Two departments both called Secretariat get the parent department in their name.
Departments, locations and cost centres come first, the people after. A new department then exists before the first employee refers to it.
After the termination date the person is archived or deactivated, not deleted. Calls and history stay visible.
If there are already people in the service desk at the start, we match them once on email address and name. Whatever cannot be matched goes on a list to check.

Edge cases we handle

Service desk staff are often also operators in TOPdesk. Archiving their person card archives the operator too, so KoppelHet reports it first instead of doing it straight away.
A new person in TOPdesk can sign in to the self-service portal straight away by default. KoppelHet only enables that access from the start date.
An employee with two contracts is one person in the service desk. Only when the last contract ends is the person archived.
Xurrent will not store a person without an email address, and the work address is sometimes only in HR after IT has created the account. KoppelHet adds the person as soon as the address is there and flags it when that is too close to the start date.
ServiceNow often already pulls users from Active Directory, with the manager as an LDAP path. We agree per field which source wins, for example the login name from Active Directory and department and manager from HR.

What KoppelHet does

KoppelHet reads the HR system with only the fields the service desk needs and writes through the service desk API with its own account that can only reach people, departments and tickets. The platform logs every change; on an error, such as a department that does not exist, the administrator gets a notification with the employee attached. 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

HiBob → HaloITSM

HiBob to HaloITSM integration: users per Bob site and tickets for joiners and leavers

Visma Raet YouForce → Xurrent (4me)

YouForce to Xurrent integration: people, departments with their manager and requests from a template

Visma Raet YouForce → Zendesk

YouForce to Zendesk integration: employees as users per employer, with tasks on joining and leaving

Frequently asked questions

Do salary details or citizen service numbers go to the service desk?

No. KoppelHet reads the HR system with only the fields the service desk needs, such as name, job, department and manager.

Are leavers deleted?

No, we archive or deactivate them. The history of calls is preserved and the leaver can no longer submit new tickets.

Does our Active Directory import into ServiceNow stay?

Yes, if you want it to. We agree per field which source wins, so no second user per employee is created.

Our TOPdesk runs on-premises. Does that work?

Yes, as long as TOPdesk can be reached by the integration. If it is not reachable from the internet, we use a small KoppelHet program inside your network.