27 June 2017

Set up flexible opening hours per call

Tips+Tricks

 

Do you strive to provide perfect services? Don’t leave your customer stranded in front of a closed door. Record the opening hours of your service desk on a service window card in TOPdesk. This way, you create a service window in which calls are processed. When you indicate a duration in a call, TOPdesk takes this service window into account when determining the target date.

Did you agree with your customers to process certain calls outside regular opening hours? In the latest TOPdesk you can easily offer a different service window in a service per priority. This means that a call with high priority can be processed outside office hours, but that normal calls are only processed within office hours.

Via the Contract Management and SLM module you can easily change the service window per priority:

  1. Go to Modules > Contract Management and SLM > Service levels
  2. Open a Service Level card
  3. Fill in the Priority matrix
  4. Indicate a service window for each filled-in priority

TOPdesk servicewindow sla

Staying up-to-date on status of search indexes

Quickly want to find a card, like a call or operator, in TOPdesk? Use the TOPdesk search function. You can find this option in de quick search bar under the magnifying glass icon.

TOPdesk generates automatic search indexes to ensure the search function works correctly. Is this not the case? Then the search function is unavailable. You can see this when the search field turns red and has a red border.

Do you as operator want to know when the search indexes are generated incorrectly? Fill in your email address and automatically receive an email when a search index can not be generated.

 Go to Technical Settings > Search > General: Search index

  1. Fill in your email address under ‘Email address for failing index’
  2. Save the settings

To send an email, you need to have set up an SMTP server for TOPdesk.

Do you have a SaaS solution? Then TOPdesk monitors if the search indexes are performed correctly for you. You don’t (and can’t) set up an email address.

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Meta de Best



Meta de Best, Technical Product Consultant at TOPdesk

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