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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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

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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