Booking System Preparation - TOPdesk

To connect HCP and TOPdesk, you must register the basic data of your own and external organizations (suppliers) to support your TOPdesk processes.

The registration process includes registering the following:

• Branches and their locations, so you can keep track of where your users and assets are located and so your users can make reservations for specific locations. You can register and maintain this information in the Supporting Files module.
• Operators (and their authorizations) so they can resolve calls, and suppliers so you can quickly access their information.

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Creating a Branch

To create a branch, follow these steps:

1. Click on Modules settings on the Dashboard.
   
2. Click on the Property Management option.
3. Click on Branch settings.
   
4. Enter the branch details. Fields highlighted in red are required.
5. Click the Save button.
   

Setting Up Custom Room Types in TOPdesk

Before adding rooms to your branch, you must first create the required resource types (Room and/or Desk) in the TOPdesk Reservations module settings. These types will appear in the type dropdown when creating a room in the next step.

To create a custom type, follow these steps:

1. Go to Modules settings on the Dashboard.
2. Open Property management -> Dropdown list -> Room -> Type
3. Click New to create a new type.
4. Enter the type name – use Room for meeting rooms or Desk for hot desks/flex desks.
5. Save the type. Repeat this step for each type you need (Room and/or Desk).
   
   
   
   

 

Adding Rooms to the Branch

Now that the branch is saved and the custom types are configured, you can add resources. These resources can later be imported into HCP.

1. Click on the Rooms tab, then click New Room. Enter the room name and any other relevant details. Under the Type dropdown, choose Room or Desk depending on the resource type, then click Save.
   
   

Now that the branch and rooms are registered, you can create persons and operators.

Person: the caller that you support. Callers can log in to the Self-Service Portal to register calls and requests.
Operator: someone to whom calls or other tasks in TOPdesk may be assigned. Operators can log in to TOPdesk's Operator Section.

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Creating an Operator

To create an operator, follow these steps:

1. Click on Supporting Files in Modules settings.
2. Click on Operator settings.
   
3. Enter the operator details. Red-colored fields are required. The email is required and will be used in the Humly Control Panel Wizard.
   The email must be unique – it must not be shared with any other operator or person.
4. From the dropdown, choose the branch you created in the Creating a Branch section above.
5. Click on the icon to set up the TOPdesk login.
   
6. Set the login credentials. The password must contain uppercase and lowercase letters, numbers, and special characters.
7. Click the OK button.
   

 

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Creating a Person

To create a person, follow these steps:

1. Click on Supporting Files in Modules settings.
2. Click on Person settings.
3. Enter the new person's details. The name should match the operator you created, and the email must be the same as the operator's email. Red-colored fields are required.
   
   The email must be unique – it must not be shared with any other operator or person.
4. Choose the branch you previously created. Expand the Linked Operator section to link the operator, and choose the operator you created from the dropdown menu.
5. Click the Save button.
   

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Permissions and Tasks

A set of permissions and settings are required to allow the Humly Control Panel to integrate with TOPdesk.

Registering a Permission Group

1. Go to the Supporting Files module page.
2. Click on Permission Group.
   
3. Enter a name for your permission group. We recommend a name that clearly describes the permissions (e.g., All permissions for first-line calls).
4. Save the card. Note that enabling permissions is only available after the permission group has been saved.
   
5. Expand Reservation Management and select create / read / update / delete.
   
6. Expand API Access permissions and check mark all.
   
7. Expand Supporting Files permissions and check mark all under read / write / create / delete / archive.
   

Assigning a Permission Group to an Operator

1. Open the Operator card via the Supporting Files page or search for the correct operator.
   
2. Select Permission Groups on the Operator card's Authorization tab and click Link Wizard.
   
3. Search for the permission group you created earlier.
4. Check the checkbox for the desired permission group.
5. Click the Link button and save.
   

Creating the Application Password

Log out of your global admin account and log in to your newly created Operator account using the credentials you set when creating the operator.

1. Click on the User menu icon and select My Settings.
   
2. Click the Add button at the bottom of the My Settings page under the Application Password section.
   
3. Enter the application name and set an expiration date for the application password.
   Important: Save the password in a document or write it down – this is the only time it will be visible.
   

You can now proceed to the next step: Connecting Humly Control Panel to TOPdesk.

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Troubleshooting

Use the sections below if you run into issues during TOPdesk preparation.

The Type dropdown is empty when creating a room

Possible cause:

• The custom resource types (Room / Desk) have not yet been created in the TOPdesk Reservations module settings.

Steps to resolve:

1. Go to Modules settings on the Dashboard and open the Reservations module settings.
2. Navigate to the Types section and create the types you need (Room and/or Desk).
3. Return to the branch's Rooms tab and try creating the room again – the types should now appear in the dropdown.

Rooms created in TOPdesk do not appear when importing into HCP

Possible causes:

• The room was not assigned a type (Room or Desk) when it was created.
• The room belongs to a different branch than the one configured in HCP.
• The operator account used for HCP does not have the required permissions.

Steps to resolve:

1. In TOPdesk, open the room record and confirm that the Type field is set to either Room or Desk. If not, edit the record and save.
2. Verify that the room is assigned to the correct branch that is also configured in HCP.
3. Confirm that the operator account linked to HCP has full permissions for Reservation Management, API Access, and Supporting Files (see Registering a Permission Group above).

Cannot save the branch – required fields are not highlighted clearly

Possible cause:

• One or more required fields (highlighted in red) have been left empty or contain invalid values.

Steps to resolve:

1. Scroll through the entire branch form and look for any fields highlighted in red.
2. Ensure all required fields are filled in with valid values before clicking Save.
3. If the form still will not save after filling in all visible fields, try refreshing the page and re-entering the data.

Operator cannot log in to TOPdesk

Possible causes:

• The password does not meet TOPdesk's complexity requirements.
• The login was not set up correctly during operator creation.

Steps to resolve:

1. Ensure the password contains uppercase and lowercase letters, numbers, and special characters.
2. As the global admin, open the Operator card and click the login icon again to reset or verify the login credentials.
3. Confirm that the operator's login status is set to active.

Application password is lost or expired

Possible cause:

• The password was not saved when it was generated, or it has passed its expiration date.

Steps to resolve:

1. Log in as the operator account and navigate to My Settings > Application Password.
2. Delete the old application password entry and click Add to generate a new one.
3. Copy and securely save the new password immediately – it will only be shown once.
4. Update the application password in the HCP connection settings for TOPdesk.

HCP cannot connect to TOPdesk after completing preparation

Possible causes:

• The operator's email, application password, or TOPdesk URL entered in HCP is incorrect.
• The operator does not have the required API Access permissions.
• A network firewall is blocking the connection between HCP and TOPdesk on port TCP/443.

Steps to resolve:

1. Double-check the TOPdesk URL, operator email, and application password entered in the HCP connection wizard.
2. Confirm that the operator's permission group includes full API Access permissions (see Registering a Permission Group above).
3. Verify that port TCP/443 is open between the HCP server and the TOPdesk server.

Still need help?

If none of the steps above resolve your issue, please create a support ticket and include the following information:

• Your TOPdesk version
• The step in this guide where the issue occurred
• Any error messages or screenshots from TOPdesk or HCP
• The operator email and permission group name used for the HCP integration