For any department it’s important to have an up-to-date list of all callers you are delivering services to, and of the operators who deliver those services.
29 May 2019
17 May 2019
You're currently able to log in to the Operator's Section and Self-Service Portal simultaneously. Soon, you'll only be able to have a single session active at once. Read on to find out why we are changing login and what you can expect.
12 April 2019
Keeping track of changes in a software as expansive as TOPdesk is difficult. How can you be sure you don't miss out on information crucial to your processes? Watch the recording of the product update webinar to find out about all the latest features!
In the webinar, I discuss the highlights of the past quarter in-depth. As such, I won't go into detail about the features in this blog. Watch the recording to find out more information about these features or click on a timestamp below to go directly to a certain topic in the recording. Below you'll find links to additional information regarding the features, as well as information for a number of features not covered in the webinar.
28 March 2019
April Fool's 2019
So you've noticed an increase in productivity since your service desk has started using a service management tool to tackle the requests of your users.
But is increased productivity the way forward for a service desk? What will happen when calls are resolved at a rate quicker than they're being registered? How will you prevent your operators from needlessly twiddling their thumbs until the next call comes in?
Onboarding is an important step when new colleagues start, and in no time they find their way through TOPdesk. But sometimes it's good to just get distracted.
4 February 2019
The most often requested feature so far for Asset Management has just been released: permissions per asset type. Using Asset Management across multiple departments will be a lot easier now that you're able to limit access to certain asset types!
20 December 2018
Editor's note: this post was updated in January 2019.
Applies to: Enterprise on SaaS (Labs feature)
TOPdesk strongly emphasizes the importance of empowering your users. To put it differently, to shift left left. Especially when your organization serves a large user base, as it is the case with public services and universities, you immensely benefit from self-reliant users who find answers and solutions without the help of a service desk. The key for service organizations to successfully live this concept is to offer information about services as accessible as possible.
3 December 2018
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.
30 November 2018
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?
28 November 2018
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.
16 November 2018
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.