29 March 2018

Hear about the ideas behind the new duration reports

Do you feel like you can improve customer satisfaction, but don't know where to start? With the out-of-the-box TOPdesk duration reports, you take a look into how long it takes requests to a specific stage or how long it takes to progress to a different operator group. Watch the video below to hear about the idea behind the report from the product owner and UX designer of these new reports.

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21 March 2018

Shifting the boundaries of your services beyond TOPdesk

As you mature as an organization, your focus shifts more towards your core activities. You rely on suppliers for providing the needed supporting services.  For facilities, outsourcing services like catering, security and cleaning has been common practice for a while and IT is following suit by for example outsourcing workplace management. In this blog, you'll read about how TOPdesk is working to make it easier for you to work with suppliers.

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19 March 2018

Behind the scenes of the TOPdesk Innovation Platform

 

At TOPdesk, we take our customers’ needs seriously. In my previous blog “The secret to making us listen to your feature request”, I explained how we set our priorities and how important your stories are to us.

And we didn’t stop there.

After a year of effort and listening to our customers, we’ve successfully launched the TOPdesk Innovation Platform: a place where TOPdesk users can provide product feedback and suggestions. They can follow interesting ideas, join discussions and prioritize the features they need. It helps us to raise the transparency of our development processes and continually improve our services.

So, what do we do with all those great ideas? Here is a sneak peek behind the scenes.

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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

 

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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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