14 March 2018

Two for the price of one - set up two email addresses per caller


You might recognize the situation; a call has been registered through your Mail Import, but the caller is unknown. When you open the call, you see that it's from someone you know. The person is even registered in TOPdesk. So why didn't the Mail Import recognize the caller?

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6 March 2018

Connecting with your callers: response times in TOPdesk

In your agreements with customers, do you include how long you have to respond? When you make agreements about your response times, you manage the expectations of your callers. Your callers won't be waiting for a response that takes longer than they were expecting. With the new Response times Labs feature,  you register and keep track of how quickly you need to respond. 

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20 February 2018

TOPdesk reporting in Power BI


Reporting is key when striving for service excellence. At TOPdesk we see a lot of customers wanting to go the extra mile. We want to enable you to get more out of TOPdesk's data, so let us introduce a new feature to you.

In short: we've recently released our OData feed - an API to get data from TOPdesk in a format suitable for various business intelligence tools, such as Microsoft Power BI.

In this blog, I'll show you what you can achieve with the free version of Power BI.

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29 January 2018

5 more myths about moving to the cloud



Have you thought about moving to TOPdesk SaaS, but aren’t sure about whether it is the right solution for you? Last week we outlined the 5 most common myths concerning SaaS. If you’re still not convinced, check out why the 5 myths below shouldn’t prevent you from benefiting from a SaaS solution.

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23 January 2018

Agile service management: Kanban in TOPdesk

You might think it's a conundrum. While Agile is becoming a more popular method of working, TOPdesk is built around the ITIL framework. Are Agile and ITIL incompatible? We don't think so. In fact, the Agile mindset is becoming increasingly relevant to IT service management. How are we making TOPdesk more suitable for Agile ways of working? Read on to find out how the new Kanban Board is a step in this direction.

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22 January 2018

Filters FAQ: better understanding your environment


Even if you are only working in TOPdesk with a few operators, you've most likely heard of filters. With filters, you are able to organize and restrict which cards are visible to operators. Filters can be a bit tricky to understand at first but are quite logical when you know how they work.  To help you on your way to know the ins and outs of filters, here are some of the most Frequently Asked Questions.

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18 January 2018

5 myths about moving to the cloud


At TOPdesk we would love to see all our customers use our software as a service (SaaS). Why? Because when you don’t need to spend your time upgrading, making back-ups or general maintenance, you are able to spend your time getting more out of TOPdesk. We are continuously improving TOPdesk and we want you to benefit from this as soon as possible. Even when we are still experimenting with new features in TOPdesk Labs.

There are a lot of misconceptions out there about software as a service. If these misconceptions are preventing you from switching from On-premises to SaaS, hold on to your hat, it’s time to debunk the top 5 myths about SaaS.

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11 January 2018

Notice anything different about us?

Your favourite sweater from high school. The jacket you wore to your first day at work. That funny t-shirt from your trip to NY. Everybody’s got them. You keep these items of clothing laying around your wardrobe, because after all these years there’s nothing wrong with them: no holes, no tears, and they still look pretty decent.

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20 December 2017

Keeping track of updates to calls: try the new notifications in TOPdesk

How do you stay up to date on calls that a supplier is working on? Do you keep a separate list for these cards and check this overview a few times per day? Especially when you're the one maintaining contact with the caller, you don't want to miss out on changes in the issue's processing.

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7 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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