Integration · Beta

Sainer × TOPdesk

Match callers to TOPdesk Persons, see their open incidents before saying hello, and create or update incidents during the call. Every conversation ends with a structured log back into TOPdesk — using your live categories, urgencies and operators.

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TOPdesk in your workflow

Before, during and after the call

Before the call

Sainer matches callers to TOPdesk Persons and surfaces their open incidents.

Phone match against `phoneNumber` and `mobileNumber` with Dutch normalisation (+31, 0031, local 0, freeform)
Returns name, email, department and branch
Optionally surfaces up to 5 open incidents for the caller before the conversation starts

During the call

The AI works inside TOPdesk while the conversation is live.

Creates new incidents — even for unregistered callers via dynamic name/phone/email fields
Appends progress-trail notes to the call's own incident, or to an incident the caller references
Searches the caller's own incidents (open or all, up to 5) — only after a successful pre-call match

After the call

Every call is logged back to TOPdesk in your chosen mode.

Three behaviours: append to open or create / always create / only if a ticket was created during the call
Summary covers caller intent, AI analysis, optional transcript, direction and duration
Includes a deep-link back to the Sainer recording (min duration 20s default)

Getting started

How it works

1
Generate an Application Password
In TOPdesk, give the operator account that Sainer will use REST API and 'Use Application Passwords' permissions, then generate a password (TOPdesk doesn't support OAuth).
2
Connect TOPdesk to Sainer
Paste your instance URL, username and application password. Live picklists — call type, category, urgency, operator, branch — load straight from TOPdesk.
3
Pick defaults and behaviour, then publish
Choose the defaults for new incidents, decide whether to support unregistered callers, and pick the after-call logging mode. You're live.

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