{"id":19948,"date":"2023-05-09T16:44:19","date_gmt":"2023-05-09T15:44:19","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=19948"},"modified":"2025-05-19T11:44:11","modified_gmt":"2025-05-19T10:44:11","slug":"action-sequences","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/action-sequences\/","title":{"rendered":"Action Sequences: What is it and what are the benefits?"},"content":{"rendered":"

Done right, service automation<\/a> can improve customer experience, drastically decrease service desk calls, and reduce repetitive manual tasks \u2014 so you can get back to the work that requires a human touch.<\/p>\n

Today, we\u2019re going to dive into one of the simplest ways to start automating your services in TOPdesk \u2013 with Action Sequences.<\/p>\n

What is an Action Sequence?<\/h2>\n

Within TOPdesk, you can\u00a0define multiple steps, which follow up on one another, forming an automated process. This is called an Action Sequence. Action Sequences are typically used for processing responses, updating information in TOPdesk, and communicating with third-party suppliers. They can be used to set up API-based integrations with other applications, as well as perform Actions within TOPdesk itself.<\/p>\n\"\"\n

What are the benefits of using Action Sequences?<\/h2>\n

Automating<\/a> (parts of) your workflow doesn\u2019t just improve efficiency and accuracy\u2014 it also frees up valuable time for more complex, challenging work.<\/p>\n

With Action Sequences removing mundane tasks from their to-do lists, your service team will be able to focus on bringing real value to your organization, instead of wasting time performing manual actions such as closing Incidents or typing out generic replies to customers.<\/p>\n

How do I set up an Action Sequence?<\/h3>\n

Let\u2019s say you want to automatically close Incidents so that Operators don\u2019t need to do any manual work once an Incident has been solved. In this case, you use the Action Sequence \u2018Set status and\/or close Incident\u2019.<\/p>\n

For this Action Sequence, you\u2019d need to execute 2 steps.<\/p>\n

    \n
  1. Retrieve a list of all statuses used in Incident Management<\/a>.<\/li>\n
  2. Assign the correct status to the Incident.<\/li>\n<\/ol>\n

    To trigger this Action Sequence automatically, you\u2019d need to link it to a relevant Event. For instance, after 7 days have passed since the completion date.<\/p>\n

    Simple as that! And to make things even simpler? We\u2019ve got plenty of resources to help you get started with Action Sequences, right away.<\/p>\n

    \"\"<\/div>\n

    In the TOPdesk Action Sequence Library, you can find a list of template Action Sequences, that are free to use, so there\u2019s no need to start from scratch. Have a quick browse and see which tedious tasks you can eliminate from your daily work with automation.<\/p>\n\"\"\n","protected":false},"excerpt":{"rendered":"

    In this blog post we discuss one of the simplest ways to start automating your services in TOPdesk \u2013 Action Sequences.<\/p>\n","protected":false},"author":1,"featured_media":19957,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-19948","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":28080,"blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nAction Sequences: Understanding the Meaning and Benefits<\/title>\n<meta name=\"description\" content=\"Discover the meaning and benefits of action sequences in IT service management. 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