29 January 2020

How Accessibility impacts Service Management

Accessibility in the workplace is increasingly important. But what is it exactly? How does it impact service management? And what does TOPdesk do in this respect?

Read More

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.

Read More

22 January 2020

Adding changes to the Kanban Board

Our Kanban board helps organizations combine the flexibility and transparency of Agile methodologies with the structure of the ITIL Incident Management process. Now, we’re gradually introducing Change Management processes to the Kanban board.

Read More

10 December 2019

2020 strategy: investing in faster delivery and customer experience

What can you expect from the TOPdesk product in 2020? In this blog I'll tell you what will be our focus for the coming year and why we chose these focus areas.

Read More

21 October 2019

Introduction of Tasks to Checklists

At TOPdesk we’re hard at work laying the foundations for the future of our software. One of the steps we’re taking is developing Tasks and Workflows, initially as an alternative to and later as a replacement for our existing modules.

Read More

14 October 2019

Sharing is caring

Disruptions regularly affect multiple people. To ease the initial kerfuffle, your users can now  share calls amongst their colleagues. When calls are shared with other users, people can be informed about a disruption before they even noticed it. Also, callers won't all log a call individually anymore, decreasing the workload at the service desk. And when two people show up at your service desk to report a problem together, you can record them both in one call.

Read More

11 October 2019

Quarterly product overview Q3 2019

Keeping track of changes in a software as expansive as TOPdesk is difficult. How can you be sure you don't miss out on information crucial to your processes? Watch the recording of the product update webinar to find out about all the latest features!

In the webinar, I discuss the highlights of the past quarter in-depth. As such, I won't go into detail about the features in this blog. Watch the recording to find out more information about these features. Below you'll find links to additional information regarding the features.

Read More

10 October 2019

Future foundations of TOPdesk: Tasks & Workflows

Will the Collaboration Platform support other modules than incident management? Can Share and Subscribe also be made available for changes? Can API functionality available for calls also be made available for other modules? More broadly: when will we enable cross-module overviews and BI reporting? These are some of the many questions I and my colleagues in the Product Management team receive on a daily basis.

Read More

4 October 2019

Case: using the ‘Sharing calls’ feature to authorize requests

As a TOPdesk customer, you regularly see new features we’ve added to our software. But how to make the best use of those features? Which problems could they help you solve?

Read More

1 October 2019

Update about TOPdesk Mobile


It's been a while since you've last heard any update about TOPdesk Mobile. But development hasn't stopped. A small group of users have been trying out the current version, letting us know what they think and what can be improved. Read on to find out more about what you can expect.

Read More

First page All posts

Page 3 of 11