TOPdesk and Microsoft Copilot: Conversational ITSM Integration

Introduction

IT teams need faster, simpler ways to manage incidents, surface knowledge, and close tickets. Acuvate’s connection integrates Microsoft Copilot Studio with TOPdesk to let users raise and track tickets in natural language, follow step-by-step fixes, and access relevant articles reducing manual effort while maintaining governance and control.

Key Features

• Ticket Management: Create, track, and close incidents with role-aware access for users and admins.
• Guided Troubleshooting: Stepwise workflows confirm each action and prefill ticket data when escalation is needed.
• Knowledge Search & Relevance: Intent/keyword extraction returns precise articles, suggests ticketing or live agent if none match.
• Admin Controls: Assigned admins, comment on cases, and manage lifecycle to resolution.
• API Operations: POST/GET endpoints for incidents and knowledge queries ensure reliability.

Why Choose Acuvate?

• TOPdesk and Microsoft Copilot Expertise: Built around ITSM best practices and conversational automation.
• Prebuilt Connector: “TOPdesk and Microsoft Copilot Connector” accelerates integration and time-to-value.
• Enterprise Ready: Designed for large organizations with thousands of employees.
• Microsoft Alignment: Works with Teams, Outlook, and Power Platform for end-to-end flow.

Who Is This For?

Ideal for organizations that want to:

• Automate helpdesk intake and reduce handling time.
• Deliver instant, chat-based self-service at scale.
• Centralize knowledge for IT, HR, and Facilities.
• Improve transparency with real-time ticket status.

Acuvate ensures this Microsoft Copilot and TOPdesk integration delivers immediate operational benefits fewer repetitive tasks, faster resolutions, and consistent experiences while laying a secure, extensible foundation for broader service automation.

How Acuvate’s Professional Services Support Your Azure Journey

We connect and secure the REST integration with TOPdesk, configure a Microsoft Copilot Studio connector, and design topics for ticket creation, status checks, and knowledge search delivering a seamless interface backed by Azure services and governed processes for rapid, measurable impact. Our delivery also helps customers implement or extend Dynamics 365 Customer Voice usage by aligning captured feedback and insights with service operations.

Get in Touch Today!

Contact Acuvate to explore how the Microsoft Copilot connection to TOPdesk can elevate your service management.