Lane Brown

Recent posts by

Lane Brown, Product Owner

13 August 2020

Knowledge Base API - Leverage the Power of Knowledge Items within your Organization

Knowledge plays a very important role in the TOPdesk product. By allowing operators to easily create, integrate, and collate your organization’s knowledge, they’re able to vastly improve the overall levels of service. Needless to say, this greatly benefits your customers - they’re able to find solutions faster and without needing to wait for an operator’s response.

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22 January 2020

Detecting similar calls with the new Call Affiliation

When high impact issues have just arisen, they often hog a good share of the support team. Without being aware, the agents work on calls that can be traced back to one and the same cause. As soon as the support team realizes that there's actually a common underlying problem, the responsible agents can align their investigation.

Wouldn't it be nice if TOPdesk could help out here! If the tool crawled calls for possible connections between them?

This is where the new Call Affiliation, now available in TOPdesk Labs, takes up. With AI at its core, the feature is designed to help you detect related issues as soon as possible.

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