{"id":3961,"date":"2025-12-22T14:06:48","date_gmt":"2025-12-22T13:06:48","guid":{"rendered":"https:\/\/serviceautomation.eu\/topdesk-action-sequences-as-an-extension-of-your-service-process\/"},"modified":"2026-01-22T08:56:20","modified_gmt":"2026-01-22T07:56:20","slug":"topdesk-action-sequences-as-an-extension-of-your-service-process","status":"publish","type":"post","link":"https:\/\/serviceautomation.eu\/en\/topdesk-action-sequences-as-an-extension-of-your-service-process\/","title":{"rendered":"TOPdesk Action Sequences as an extension of your Service process!"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"3961\" class=\"elementor elementor-3961 elementor-3758\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-82a2e90 e-flex e-con-boxed e-con e-parent\" data-id=\"82a2e90\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-bdb2fe6 elementor-widget elementor-widget-spacer\" data-id=\"bdb2fe6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-653d28f9 elementor-widget elementor-widget-image\" data-id=\"653d28f9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/serviceautomation.eu\/wp-content\/uploads\/2025\/07\/TOPdesk_logo.png\" title=\"\" alt=\"\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-526ff971 elementor-widget elementor-widget-text-editor\" data-id=\"526ff971\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Action sequences in TOPdesk are often seen as a smart way to automate small actions. A status change that sends an email, a category that automatically assigns a team. Useful, but in many organizations it remains that way. Loose rules, built by one administrator, without a clear connection to the service process.   <\/p><p>That is precisely the difference between automating something and true service automation!<\/p><p><strong>TOPdesk describes action sequences as a way to automatically perform actions based on events in notifications and changes.<\/strong>  Think of routing, communication, or enforcing fixed steps. The functional basis of this is explained in the official <a href=\"https:\/\/support.topdesk.com\/hc\/nl\/articles\/360000192418-Actiereeksen\">TOPdesk documentation<\/a>. But&#8230;..  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-67448966 e-con-full e-flex e-con e-parent\" data-id=\"67448966\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6f8f409 elementor-widget elementor-widget-image\" data-id=\"6f8f409\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"836\" height=\"632\" src=\"https:\/\/serviceautomation.eu\/wp-content\/uploads\/2025\/12\/topdesk-actie-reeksen-spaghetti.webp\" class=\"attachment-large size-large wp-image-3962\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-874beaa elementor-widget elementor-widget-spacer\" data-id=\"874beaa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-893efb7 elementor-widget elementor-widget-text-editor\" data-id=\"893efb7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h2>With SAS, we see Action Sequences as an extension of your service process!<\/h2><p>When action sequences are used consciously and methodically, they form an extension of your service model. They guarantee agreements, enforce uniformity and ensure that notifications are always handled in the same way. <\/p><p>For MSPs, this means that TOPdesk not only registers what happens, but actively participates in the process. Routing, communication, recording and escalation are automatic and predictable. This makes scaling possible without compromising quality.  <\/p><p>This is crucial, especially for processes such as inflow, throughput and outflow (ITO). HR triggers then lead not only to tickets, but to demonstrable execution in TOPdesk, with logging and consistency. <\/p><h2>The pitfall of standard action sequences<\/h2><p>In practice, we see that action sequences are often set up ad hoc. They work technically correctly, but are process-wise fragile. Dependence and loss of overview arise with growth or staff changes.  <\/p><p>TOPdesk describes how action sequences are technically configured, but deliberately leaves the process design <a href=\"https:\/\/support.topdesk.com\/hc\/nl\/articles\/360000192458-Actiereeksen-configureren\">to the organization<\/a>.<\/p><p> <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1451663 e-flex e-con-boxed e-con e-parent\" data-id=\"1451663\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ba36ffb elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"ba36ffb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-37a07c94 elementor-widget elementor-widget-image\" data-id=\"37a07c94\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/serviceautomation.eu\/wp-content\/uploads\/2025\/07\/s4m_logo_transparant.webp\" title=\"\" alt=\"\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-54449c51 elementor-headline--style-highlight elementor-widget elementor-widget-animated-headline\" data-id=\"54449c51\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;highlighted_text&quot;:&quot;Contact&quot;,&quot;headline_style&quot;:&quot;highlight&quot;,&quot;marker&quot;:&quot;circle&quot;,&quot;loop&quot;:&quot;yes&quot;,&quot;highlight_animation_duration&quot;:1200,&quot;highlight_iteration_delay&quot;:8000}\" data-widget_type=\"animated-headline.default\">\n\t\t\t\t\t\t\t<h5 class=\"elementor-headline\">\n\t\t\t\t\t<span class=\"elementor-headline-plain-text elementor-headline-text-wrapper\">Get in<\/span>\n\t\t\t\t<span class=\"elementor-headline-dynamic-wrapper elementor-headline-text-wrapper\">\n\t\t\t\t\t<span class=\"elementor-headline-dynamic-text elementor-headline-text-active\">Contact<\/span>\n\t\t\t\t<\/span>\n\t\t\t\t\t<span class=\"elementor-headline-plain-text elementor-headline-text-wrapper\">touch with us!<\/span>\n\t\t\t\t\t<\/h5>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-672f5bdf elementor-widget elementor-widget-heading\" data-id=\"672f5bdf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">And we will explain it to you personally!<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2010d2d2 elementor-button-align-stretch elementor-widget elementor-widget-form\" data-id=\"2010d2d2\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;step_next_label&quot;:&quot;Next&quot;,&quot;step_previous_label&quot;:&quot;Previous&quot;,&quot;button_width&quot;:&quot;100&quot;,&quot;step_type&quot;:&quot;number_text&quot;,&quot;step_icon_shape&quot;:&quot;circle&quot;}\" data-widget_type=\"form.default\">\n\t\t\t\t\t\t\t<form class=\"elementor-form\" method=\"post\" name=\"New form\" aria-label=\"New form\">\n\t\t\t<input type=\"hidden\" name=\"post_id\" value=\"3961\"\/>\n\t\t\t<input type=\"hidden\" name=\"form_id\" value=\"2010d2d2\"\/>\n\t\t\t<input type=\"hidden\" name=\"referer_title\" value=\"Service Automation Suite\" \/>\n\n\t\t\t\n\t\t\t<div class=\"elementor-form-fields-wrapper elementor-labels-above\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text elementor-field-group elementor-column elementor-field-group-field_680e12b elementor-col-100\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-field_680e12b\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tName\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[field_680e12b]\" id=\"form-field-field_680e12b\" class=\"elementor-field elementor-size-sm  elementor-field-textual\" placeholder=\"Name\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-email elementor-field-group elementor-column elementor-field-group-email elementor-col-100 elementor-field-required elementor-mark-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-email\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tE-mail\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"email\" name=\"form_fields[email]\" id=\"form-field-email\" class=\"elementor-field elementor-size-sm  elementor-field-textual\" placeholder=\"E-mail\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text\">\n\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[field_8266121]\" id=\"form-field-field_8266121\" class=\"elementor-field elementor-size-sm \" style=\"display:none !important;\">\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-recaptcha_v3 elementor-field-group elementor-column elementor-field-group-field_64aa6c7 elementor-col-100 recaptcha_v3-bottomright\">\n\t\t\t\t\t<div class=\"elementor-field\" id=\"form-field-field_64aa6c7\"><div class=\"elementor-g-recaptcha\" data-sitekey=\"6Ld6FyAsAAAAAPYfpPrGuVpczjchvuCmjV9LUkrI\" data-type=\"v3\" data-action=\"Form\" data-badge=\"bottomright\" data-size=\"invisible\"><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-group elementor-column elementor-field-type-submit elementor-col-100 e-form__buttons\">\n\t\t\t\t\t<button class=\"elementor-button elementor-size-sm\" type=\"submit\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Send<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/button>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/form>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-94d51af e-flex e-con-boxed e-con e-parent\" data-id=\"94d51af\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3e89df7 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"3e89df7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7721200 elementor-widget elementor-widget-text-editor\" data-id=\"7721200\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h2>What we do differently with SAS and help you!<\/h2><table><tbody><tr><td width=\"192\"><strong>Aspect<\/strong><\/td><td width=\"192\"><strong>Standard use<\/strong><\/td><td width=\"192\"><strong>With SAS<\/strong><\/td><\/tr><tr><td width=\"192\">Layout<\/td><td width=\"192\">Loose rules per trigger<\/td><td width=\"192\">Coherent process logic<\/td><\/tr><tr><td width=\"192\">Management<\/td><td width=\"192\">Person-dependent<\/td><td width=\"192\">Documented and transferable<\/td><\/tr><tr><td width=\"192\">Scalability<\/td><td width=\"192\">Limited<\/td><td width=\"192\">Designed for growth<\/td><\/tr><tr><td width=\"192\">Coherence<\/td><td width=\"192\">Only within TOPdesk<\/td><td width=\"192\">Part of end-to-end service automation<\/td><\/tr><\/tbody><\/table><p>We always start with the process and agreements with customers. Only then do we translate this into action sequences that reinforce each other instead of working against each other. We connect TOPdesk with SAS, so that action sequences become part of broader service automation towards invoicing, reporting or compliance.  <\/p><p>This approach <strong>seamlessly aligns<\/strong> with the <strong><a href=\"https:\/\/www.topdesk.com\/nl\/blog\/servicemanagement-automatiseren\/\">broader vision<\/a><\/strong> <strong>of TOPdesk<\/strong> on service management automation.<\/p><h2>From action sequence to direction<\/h2><p>By using action sequences professionally, TOPdesk shifts from a registration tool to a management platform. Employees have to think less about follow-up steps, customers receive consistent communication and the organization gains control over lead times, agreements and quality. <\/p><p><strong>Service automation is then no longer about individual tickets, but about predictable processes.<\/strong><\/p><h2>Lesson from practice<\/h2><p>The most common mistake is starting to build too quickly. Action sequences then grow into an unclear network of exceptions that no one dares to touch anymore. <\/p><p>The lesson is simple: <strong>first structure, then automate.<\/strong> Without clear processes and agreements, automation does not become an accelerator, but a risk.<\/p><p><strong>Connect your action sequences with SAS and you can use them seriously:<\/strong> manageable, scalable and future-proof. That is the professional side of action sequences in TOPdesk! <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-08e5411 e-flex e-con-boxed e-con e-parent\" data-id=\"08e5411\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0f7be5e elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"0f7be5e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-53a754a elementor-widget elementor-widget-image\" data-id=\"53a754a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/serviceautomation.eu\/wp-content\/uploads\/2025\/07\/s4m_logo_transparant.webp\" title=\"\" alt=\"\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2463aef elementor-headline--style-highlight elementor-widget elementor-widget-animated-headline\" data-id=\"2463aef\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;highlighted_text&quot;:&quot;Contact&quot;,&quot;headline_style&quot;:&quot;highlight&quot;,&quot;marker&quot;:&quot;circle&quot;,&quot;loop&quot;:&quot;yes&quot;,&quot;highlight_animation_duration&quot;:1200,&quot;highlight_iteration_delay&quot;:8000}\" data-widget_type=\"animated-headline.default\">\n\t\t\t\t\t\t\t<h5 class=\"elementor-headline\">\n\t\t\t\t\t<span class=\"elementor-headline-plain-text elementor-headline-text-wrapper\">Get in<\/span>\n\t\t\t\t<span class=\"elementor-headline-dynamic-wrapper elementor-headline-text-wrapper\">\n\t\t\t\t\t<span class=\"elementor-headline-dynamic-text elementor-headline-text-active\">Contact<\/span>\n\t\t\t\t<\/span>\n\t\t\t\t\t<span class=\"elementor-headline-plain-text elementor-headline-text-wrapper\">touch with us!<\/span>\n\t\t\t\t\t<\/h5>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2048daa elementor-widget elementor-widget-heading\" data-id=\"2048daa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">And we will explain it to you personally!<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f9c973 elementor-button-align-stretch elementor-widget elementor-widget-form\" data-id=\"9f9c973\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;step_next_label&quot;:&quot;Next&quot;,&quot;step_previous_label&quot;:&quot;Previous&quot;,&quot;button_width&quot;:&quot;100&quot;,&quot;step_type&quot;:&quot;number_text&quot;,&quot;step_icon_shape&quot;:&quot;circle&quot;}\" data-widget_type=\"form.default\">\n\t\t\t\t\t\t\t<form class=\"elementor-form\" method=\"post\" name=\"New form\" aria-label=\"New form\">\n\t\t\t<input type=\"hidden\" name=\"post_id\" value=\"3961\"\/>\n\t\t\t<input type=\"hidden\" name=\"form_id\" value=\"9f9c973\"\/>\n\t\t\t<input type=\"hidden\" name=\"referer_title\" value=\"Service Automation Suite\" \/>\n\n\t\t\t\n\t\t\t<div class=\"elementor-form-fields-wrapper elementor-labels-above\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text elementor-field-group elementor-column elementor-field-group-field_680e12b elementor-col-100\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-field_680e12b\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tName\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[field_680e12b]\" id=\"form-field-field_680e12b\" class=\"elementor-field elementor-size-sm  elementor-field-textual\" placeholder=\"Name\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-email elementor-field-group elementor-column elementor-field-group-email elementor-col-100 elementor-field-required elementor-mark-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-email\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tE-mail\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"email\" name=\"form_fields[email]\" id=\"form-field-email\" class=\"elementor-field elementor-size-sm  elementor-field-textual\" placeholder=\"E-mail\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text\">\n\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[field_8266121]\" id=\"form-field-field_8266121\" class=\"elementor-field elementor-size-sm \" style=\"display:none !important;\">\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-recaptcha_v3 elementor-field-group elementor-column elementor-field-group-field_64aa6c7 elementor-col-100 recaptcha_v3-bottomright\">\n\t\t\t\t\t<div class=\"elementor-field\" id=\"form-field-field_64aa6c7\"><div class=\"elementor-g-recaptcha\" data-sitekey=\"6Ld6FyAsAAAAAPYfpPrGuVpczjchvuCmjV9LUkrI\" data-type=\"v3\" data-action=\"Form\" data-badge=\"bottomright\" data-size=\"invisible\"><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-group elementor-column elementor-field-type-submit elementor-col-100 e-form__buttons\">\n\t\t\t\t\t<button class=\"elementor-button elementor-size-sm\" type=\"submit\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span 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