COLLABORATION COMPOSER
One service process. Multiple systems.
Everyone keeps working in their own environment. Collaboration Composer creates the ticket, maps differences and keeps comments, attachments, status and closure reliably aligned.
More than synchronisation: see what happened, where it stopped and safely run it again after a correction.
CollaborationComposerCONNECTS · MAPS · SYNCHRONISES
The complete ticket stays together.
CC remembers which ticket pair belongs together and synchronises the complete collaboration. Not a one-off export, but the entire lifecycle.
I 2410 0123The agent keeps working here
13700042The partner keeps working here
Write ticket reference back
Control private and internal notes
Align closure and reopening
Pause or stop synchronisation
OPERATIONAL CONTROL
No searching across two systems. See exactly what happened.
Search using a ticket number from either side and open the complete ticket pair. The timeline shows what CC read, mapped and wrote. Failures and intentional filters remain clearly separated.
Find a ticketAcross all integrations and both systems.
Needs attentionFailures, warnings and filtered tickets.
Complete timelineIncluding the exchanged ticket copy.
Safely run againAfter a correction, without a duplicate ticket or comment.
TOPdeskI 2410 0123↔Xurrent13700042
Ticket read and paired10:42:31 · endpoint read
Category has no translation yet10:42:32 · mapping
Field deliberately skipped10:42:32 · validation
Ticket updated at the other side10:42:33 · endpoint write
Translation added→Run again→Recovered under control
ONE INTEGRATION · MULTIPLE COUNTERPARTIES
Route every ticket to the right supplier.
One integration can contain multiple counterparties. Filters decide which supplier participates. This creates one service model instead of a separate technical island for every party.
Workplace → Supplier ANetwork → Supplier BApplication → Supplier C
CollaborationComposerFILTERS · MAPS · ROUTES
WORKPLACENETWORK
APPLICATIONThe systems do not need to speak the same language.
CC manages differences with field mappings, translation tables, fixed and composed values and explicit choices for missing information.
Map fields
Connect subject, description, requester, group and other fields in the required direction.
Translate values
For example, map TOPdesk “Completed” to Xurrent “completed”.
Choose safe behaviour
Send nothing, leave the field alone, use a fixed value or deliberately stop when a value is unknown.
Reuse configuration
Share translation tables, copy mappings and add new suppliers under control.
Your systems. One collaboration.
Choose a platform on the left and right. We configure the exact fields, statuses and rules for each collaboration.
CHOOSE LEFT
Collaboration ComposerRULES · MAPPING · SYNCHRONISATIONUltimo
UltimoTOPdesk and Ultimo automatically stay aligned on work, progress and relevant context.
CHOOSE RIGHT
The products shown are examples of possible platform combinations; displaying a logo does not imply a partnership.
Collaborate without duplicate administration.
Work stays in sync
New tickets, changes, comments and statuses are shared in a controlled way.
Everyone keeps their own workflow
Map statuses and fields without forcing identical processes or tooling.
Agreements stay manageable
Define what is shared, when an update runs and what happens when something fails.
Progress is visible
Teams see the same progress without chasing updates by phone or email.
FROM INTAKE TO A WORKING FOUNDATION
Easy to configure. Carefully validated.
You describe which tickets, fields, statuses and events should flow. We prepare the technical foundation, verify access and mappings and validate the behaviour with both parties.
IntakeWhat do we share?
→MappingFields and statuses
→SynchronisationTrigger and direction
→ValidationAccess and behaviour
Start with the collaboration that currently costs manual effort.
These are familiar examples. Have another combination with usable API access? We assess it just as practically.
TOPdesk⇄UltimoUltimoService desk and asset management share the ticket, status and context.
TOPdesk⇄TOPdeskCustomer and provider each work in their own TOPdesk environment.
Xurrent⇄TOPdeskEnterprise service processes connect to the operational service desk.
Xurrent⇄UltimoUltimoService and maintenance stay synchronised without duplicate records.
Jira⇄TOPdeskDevelopment teams and the service desk share progress without rekeying.
ServiceNow⇄TOPdeskCentral control and local delivery remain connected.
AutotaskAutotask⇄TOPdesk
TOPdeskMSP and customer exchange tickets, updates and agreements in a controlled way.
ONE POWERFUL BUILDING BLOCK
CC synchronises collaboration. SAS can control the entire process.
Collaboration Composer does not stand alone. Use other components when the collaboration also needs API actions, data comparison, process control or end-to-end insight.
STELTIX · SUCCESS STORYFrom separate ticket integrations to manageable service collaboration.
Steltix uses SAS to organise collaboration across customer environments in a repeatable and visible way. The practical case started with TCH for TOPdesk-to-TOPdesk. Collaboration Composer brings the lessons learned together in a broader, centrally manageable approach.
“Integration has significantly improved our services through straightforward automation.”Peter van der Linden · Steltix
WHICH TWO ENVIRONMENTS NEED TO WORK TOGETHER?
Discuss your combination →