Steltix: from ticket integration to manageable service collaboration

When a customer, MSP and supplier each work in their own service management environment, duplicate administration is almost inevitable. Steltix shows how a manageable ticket integration can make that collaboration much easier.

Every party stays in its own environment

Steltix supports international customer environments in which TOPdesk plays an important role. A ticket that crosses an organisational boundary no longer needs to be registered again manually. Tickets, relevant updates and progress can be exchanged under control while every party keeps working in its familiar environment.

The practical case started with TCH

The initial collaboration was delivered with the TOPdesk Collaboration Handler (TCH). It successfully processed large volumes of service messages without disrupting connected customers and required little to no day-to-day management. Viewer roles also made it possible to give stakeholders visibility without requiring a full operator licence for every user.

“Integration has significantly improved our services through straightforward automation.”

Peter van der Linden · Steltix

From an integration to manageable service collaboration

Collaboration Composer builds on those operational lessons. It retains ticket pairs, synchronises comments, attachments, statuses and closure, and maps differences between platforms. Collaboration is therefore not limited to TOPdesk-to-TOPdesk: combinations with Xurrent, Ultimo, Jira, ServiceNow and Autotask can also be configured as scenarios.

More than knowing that something failed

A search for the ticket number from either side opens the complete collaboration. The timeline shows which information was read, mapped, skipped and written. A missing translation can be added and the action can then be run again safely, without accidentally creating a duplicate ticket or comment.