7 December 2017

Tips and Tricks - December 2017

5 tips for designing your Self-Service Portal

On the Service Management blog, you'll often read about how a great service portal ensures users can help themselves. You'll find out how to design a more user-friendly Self-Service Portal and the steps you should take before starting to make sure you build a great Self-Service Portal. Since this blog is about tips and tricks, I thought I would share 5 more practical things you can think about when designing and customizing your Self-Service Portal.

 

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27 November 2017

Breaching your SLAs is a thing of the past

Do you work with Service Level Management? Then we’re about to make your life easier. In fact, as you read in the previous blog about SLM, TOPdesk Development has already improved the SLM module. How? By making it easier to create service levels in TOPdesk so they match the agreements you made with your customer.

Now it’s time for the next step towards better SLM.

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24 November 2017

Tips and Tricks - November 2017

Can I have your attention? Working with attentions in cards

Are you looking for a way to show a bit of extra information about a caller? Use attentions to give your operators a simple heads up while they are working on a card, like when the caller is available or if they have particular needs.

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17 November 2017

Gatekeeping your API: protect your data with application passwords

If you have a recent version of TOPdesk, then you now have another option for authenticating applications that use the TOPdesk API. Instead of using your login data for TOPdesk to authenticate API access, you generate a unique password to grant access to each application. Read on to find out what the benefits of using a unique password is and why TOPdesk made these changes.

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8 November 2017

Service Level Management has been improved

Service Level Management (SLM) is now easier to use and you have more flexibility in setting up your service levels. The changes to the module include making the integration between Contract Management and SLM and Call Management more intuitive and making it easier to adjust your service levels to the agreements with your customers.

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20 October 2017

Numbers and reports, the hunt for bottlenecks!

 

Are your customers satisfied with your service? Do you feel like you can improve customer satisfaction, but don't know where to start? With the first version of the out-of-the-box duration report, you look into how long it takes requests to progress to a specific stage. Try reviewing the cycle times of your customers' requests. Read on to find out how the new report helps you in reviewing your customers' requests to identify bottlenecks.

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20 October 2017

Construction in our codebase: the benefits of Microservices

 

In the previous blogs in this series, you read about why the new architecture is a good thing. But what are its benefits for you? Are there any new features which make your TOPdesk experience better? Luckily, there is enough to write a whole new blogpost about, so let’s see what’s in it for you!

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6 October 2017

Integrating with Action Sequences

 

With the number of applications at your organization growing, information gets scattered. As such, stable integrations are becoming increasingly important. And since many people continuously get the latest version of TOPdesk from the cloud, we can no longer rely on version-specific scripts as a solution.

Our new Action Sequences offer just the combination of stability and flexibility that you are looking for. Customize your own future-proof sequence of HTTP requests and use them to interact with JSON-based REST APIs. This way you can achieve exactly what you want without the need for complex bespoke scripting.

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6 October 2017

Tips and Tricks - October 2017

How to personalize email templates with insertion fields

Email actions have come a long way, and recently they made the jump from the settings management to the web interface. What has not changed is the ‘[] insert field/list’ button. Have you always wondered what it is for? Or do you get intimidated by all the options in the pop up? In this post, I’ll guide you through the jungle of insertion options.

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29 September 2017

Construction in our codebase: from Then to Now

 

Before we take a look at today’s challenges, it helps to first see what big changes happened in our market, and how TOPdesk responded. Read on to see the major changes we've made throughout the years.

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