3 December 2018

This week in Labs: TOPdesk's very own Chat

Why wait till January to start with a new resolution?

Sometimes, your callers need a one-on-one conversation to get their answer. But what do you do when calling is too disruptive and inefficient for your service desk? Walk-by support has certain benefits, but physical boundaries often make it far from ideal. Chat is a solution to help you in that.

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30 November 2018

Security as a Service

TOPdesk makes every effort to guarantee the security of their customers’ data. We closely follow the developments in hosting and application security, and continuously work on making our products safer. To cover the broad range of security needs, TOPdesk relies on internal expertise as well as services of specialized partners. 

When implementing security measures, we strive to keep the impact for customers as little as possible. However, we cannot avoid that customers do experience some impact of these changes nevertheless. In the course of introducing the gateway service Passlayer, for example, support for URL authentication for HTTP requests is removed and customers might need to adjust existing requests. In a case like this, TOPdesk will of course inform you and assist you where needed.

So much for the possible work that can arise out of security changes. How will you benefit from the different security efforts TOPdesk makes? 

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28 November 2018

Checklists in calls - templates for assignable subtasks

When you want to standardize your service delivery in TOPdesk, you have several options with Call Management. Standard solutions help you quickly solve calls with templates, and partial calls help you to split up calls and assign the various parts to different people. But until recently it wasn't possible to create a template containing assignable subtasks; to do so you needed the templates in Change Management. 

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16 November 2018

Tap into the power of the crowd with peer-to-peer support

In every organization, there are power users who've immersed themselves in all features and quirks of (niche) applications. Do you currently have ways to harness this slumbering knowledge? It is what peer-to-peer support is about: making this knowledge accessible.

With the new Sharing calls feature, TOPdesk facilitates this emerging collaborative support channel.

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14 November 2018

Guides to service excellence

You may have heard of our new tagline: Guides to service excellence. But what does it mean?

To answer this question, we created this video. It shows a little bit of who we are. What we strive towards. And how we help you achieve service excellence.

 

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12 November 2018

Revisiting the Virtual Appliance release plan

Previously, I talked about the release plan for the Virtual Appliance, TOPdesk's solution for an on-premises service-oriented architecture. Development hasn't stood still since then. TOPdesk is busy improving and testing the Virtual Appliance. However, the results of internal tests have highlighted certain areas that don't meet the standards that should be available to you. Read to find out what you can expect for the future Virtual Appliance release. 

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31 October 2018

Importing made easy

Imports and integrations... if those words made you flinch, I can assure you you're not the only one. There is often a certain degree of complexity involved where you need assistance and that just feels costly and not self-reliant.

No more! TOPdesk has introduced a new importing wizard that guides you through all the different steps, from selecting a source to mapping how data should end up in TOPdesk. Read on to see how you're able to easily set up your imports yourself!

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30 October 2018

Meet the Passlayer

If you've read the architecture blogs, you'll know that TOPdesk is moving towards a (micro) service-oriented architecture. This architecture is full redesign of the TOPdesk product so that you benefit from new improvements in technology. However, redesigning the architecture also results in a number of challenges. One such challenge is the need to rebuild some of the basic building blocks from scratch. These components were built into the TOPdesk application, such as authentication, session management, authorization and logging, but need to be separated to offer the components as services. 

The Passlayer is the first block that is being rebuilt. But what is the Passlayer? The Passlayer is a gateway service that all requests from the outside need to pass through access TOPdesk services. It takes care of authentication and session management. Read on to find out how you benefit from the Passlayer.

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24 October 2018

4 steps for offering every customer a custom service portal

How do you offer your customer a unique customer experience, quick and bespoke service, without spending unnecessary time on it? How do you make it even easier for the customer to find the right information, so you can reduce the burden on your service desk is reduced and the customer is helped faster, while managing your portal doesn't cost extra time? As a consultant, I'm reguarly asked these question. Read on to find how in 4 steps you can filter relevant content for your users, help them find answers more easily and speed up the handling of your service desk.

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12 October 2018

Increasing security for SAAS with Cloudflare

Since 2003, you've had the option to use TOPdesk as a web application. When you use SaaS, you're able to access TOPdesk anywhere you have an internet browser and internet access. 

SaaS offers an ease of accessbility, but the accessiblity and high dependency on availability comes with a risk of attacks on the infrastructure. To make sure that you get an even better experience, TOPdesk is working with Cloudflare to increase security further. Read on to find out how Cloudflare is improving your SaaS experience.

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