INTEGRATIONSTOPDESK + MICROSOFT 365Connect TOPdesk to Microsoft 365
The service desk works in TOPdesk, the rest of the organisation in Microsoft 365. Connect them and tickets from Outlook and Teams land straight in TOPdesk, the right people are ready as callers, and an approved request carries out the change in Entra ID itself.
ISO 9001 & 27001
- Persons from Entra ID comes from Microsoft 365
- Email to ticket comes from Microsoft 365
- Teams message to ticket comes from Microsoft 365
- Account action in Entra ID goes to Microsoft 365
- Operator permissions comes from Microsoft 365
Built for clients including Tata Steel, M&G Investments, Digistore24, Toppers in Concert, Bar-le-Duc and Loogman
Employees email the service desk, or send an operator a message in Teams. Without an integration, the operator retypes it, or it stays in a chat nobody can find again. To see who is calling, the service desk looks them up in a person list that lags behind Entra ID.
Many requests are also about Microsoft 365 itself: access to a shared mailbox, joining a team, blocking an account. The operator logs the ticket in TOPdesk, signs in to Entra ID, makes the change and records the result. That's work an integration can do, with an approval step first.
For each item: which direction it goes, when, and why. This is the starting point; in the first conversation we fit it to your situation.
- 01Persons from Entra IDMicrosoft 365 → TOPdeskon a fixed schedule
The import of supporting files can use Entra ID as a source. Users become persons or operators in TOPdesk, and you can have cards that are no longer in Entra ID archived. TOPdesk must be registered as an application in Entra ID for this.
- 02Email to ticketMicrosoft 365 → TOPdeskwith every new email in the service desk mailbox
Email import through Microsoft Graph with OAuth 2.0. TOPdesk recommends a client certificate over a client secret: you then get a warning thirty days before the certificate expires.
- 03Teams message to ticketMicrosoft 365 → TOPdeskwhen an operator requests it
With the TOPdesk app for Microsoft Teams, an operator creates a ticket from a chat, or adds a message with attachments to an existing ticket. An admin grants one-time consent on behalf of the whole organisation.
- 04Account action in Entra IDTOPdesk → Microsoft 365when a change has been approved
An action sequence in TOPdesk calls Microsoft Graph, for example to add someone to a group or block an account. The result comes back to the ticket, so the caller and operator see that it worked.
- 05Operator permissionsMicrosoft 365 → TOPdeskon a change in group membership
With an integration from TOPdesk itself, operator permissions follow their groups in Entra ID: task permissions, operator groups and filters. Someone who changes team also gets different permissions in TOPdesk.
Not always. If an existing integration for TOPdesk and Microsoft 365 does exactly what you need, we'll tell you.
A lot is already built into TOPdesk: the import from Entra ID, email import through Microsoft Graph and the Teams app. Signing in to the self-service portal with your Microsoft account works through SAML; TOPdesk - Public is in the Entra ID app gallery. The persons do need to exist in TOPdesk already. The Marketplace also has an integration from TOPdesk itself for operator permissions based on Entra groups, alongside partner solutions for account management.
For persons, email and chat, the standard options are usually enough. Custom work starts where TOPdesk needs to carry out something in Microsoft 365, or where persons come from more than one source.
- An approved request needs to carry out the change in Entra ID itself and record the result on the ticket.
- Persons come from both the HR system and Entra ID, and need to end up on one card.
- A departure in TOPdesk needs to trigger a fixed series of actions in Microsoft 365, such as blocking and handing over the mailbox.
- Device data from Microsoft Intune needs to appear as assets in TOPdesk, linked to the right person.
AI reads, sorts and prepares a suggestion. Where it matters, a person decides.
Pre-sorting email
For an incoming email, AI can suggest a category, priority and operator group, and recognise the caller when they write from a different address. First-line support confirms. Attachments and the full email stay in TOPdesk; the AI step only gets what it needs to sort.
Preparing access requests
AI can recognise a request like 'I need access to the Marketing folder', look up the matching group in Entra ID and prepare a change with that group's owner as approver. Only after approval does the action sequence carry out the change. The AI step itself gets no write access in Entra ID.
Limit broad permissions
The Mail.ReadWrite permission for the email import applies to every mailbox in your tenant, not just the service desk's. Restrict it with role-based access control (RBAC) on the mailbox, as TOPdesk itself advises. Use a separate app registration for each application, so you can revoke permissions individually.
Expiring secrets
The client secret for the Teams app expires after a year, and so do TOPdesk application tokens by default. Use a certificate for the email import, which warns thirty days ahead, and put the other expiry dates in a calendar.
One source per person
If you also import persons from an HR system, choose one unique key that exists in both, such as the employee number, or split them: employees from HR, external staff from Entra ID. Otherwise you get duplicate cards.
Actions with minimal permissions
The app registration an action sequence uses for Microsoft Graph gets only the permissions the action needs, such as managing group memberships, and no global admin rights. Record every action on the ticket, so you can see afterwards what happened and who approved it.
What goes where
Which data moves, in which direction, and which system wins when two values differ. That is written down before anything gets built. For this integration, that means: Persons from Entra ID, Email to ticket, Teams message to ticket, Account action in Entra ID, Operator permissions.
Fields and rules
For every field, how it translates between the systems: statuses, VAT codes, general ledger accounts, item numbers. And what happens with a duplicate or a missing value. For this integration, that means: Limit broad permissions, Expiring secrets, One source per person, Actions with minimal permissions.
Testing with real cases
In a sandbox or test administration, with the exceptions you actually run into: credit notes, partial deliveries, changed customer details.
Live, with logging and monitoring
Every sync is logged, and when something fails, someone gets an alert. If a vendor changes its API, we update the integration.
No account manager. You talk to someone who builds integrations themselves, and who will tell you when a standard integration is enough.
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Can TOPdesk import email from Microsoft 365?
Yes. TOPdesk can import email through Microsoft Graph with OAuth 2.0. You register an app in Entra ID with the Mail.ReadWrite permission for this. That permission applies to every mailbox in your tenant, so restrict it with role-based access control.
Can I import persons from Entra ID into TOPdesk?
Yes, with the import of supporting files and Entra ID as the source. You register TOPdesk as an application in Entra ID, choose a unique key and decide whether cards that are no longer in Entra ID are archived.
Is there a TOPdesk app for Microsoft Teams?
Yes. Operators create a ticket from a Teams chat, or add a message with attachments to an existing ticket. An admin grants one-time consent on behalf of the organisation, and operators need permissions in TOPdesk to read, change and create tickets.
Can TOPdesk block an account in Entra ID or add someone to a group?
With an action sequence, TOPdesk can call Microsoft Graph, for example after an approved change, and record the result on the ticket. This requires an app registration in Entra ID with only the permissions the action needs. The Marketplace also lists partner solutions for account management.
Related services
- Connect AFAS to TOPdeskConnect AFAS to TOPdesk: employees, departments and branches flow from AFAS into the service desk, and a new starter or leaver triggers a request.
- Connect ChatGPT to TOPdeskConnecting ChatGPT to TOPdesk: what TOPdesk's new MCP can do, when TOPdesk Robin is enough and when to build your own integration on the API.
- Connect AFAS to Microsoft 365Connect AFAS to Microsoft 365: a new employee in AFAS gets an account and groups in Entra ID, and the account is blocked when they leave the organisation.
- Connect Claude to Microsoft 365Connect Claude to Outlook, Teams, SharePoint and OneDrive with Anthropic's Microsoft 365 connector. What Claude can do, and what your admin needs to set up.
Sources
The technical facts on this page come from the vendors' official documentation, checked on 19 September 2026. Vendors change their APIs and limits; when we build an integration, we always check the current state.
- TOPdesk Docs: Connecting to a Microsoft Graph (OAuth 2.0) mailbox
- TOPdesk Docs: TOPdesk application for Microsoft Teams
- TOPdesk Docs: Creating a new import
- TOPdesk Docs: Composing your action sequence
- TOPdesk Marketplace: Entra ID Permission Governance
- TOPdesk: API and integrations
- Microsoft Learn: Configure TOPdesk - Public for single sign-on