20 December 2018

Easy access to your knowledge base

Editor's note: this post was updated in January 2019.

Applies to: Enterprise on SaaS (Labs feature) 

TOPdesk strongly emphasizes the importance of empowering your users. To put it differently, to shift left left. Especially when your organization serves a large user base, as it is the case with public services and universities, you immensely benefit from self-reliant users who find answers and solutions without the help of a service desk. The key for service organizations to successfully live this concept is to offer information about services as accessible as possible.

Read More

13 June 2017

Find your answers via the extranet

 

The knowledge base on TOPdesk Extranet has lots of knowledge items about the frequent topics. In fact, we add new items every day. Here you can find answers to:

  • technical questions
  • functional questions
  • set-up questions

Read More

27 March 2017

Resolve calls faster: Shift Left with a twist

Do you struggle with quickly answering recurring calls? As an operator you want to spend less time answering recurring questions, so you can spend more time on complex issues. Because that’s where your knowledge can really make a difference. So you want to resolve recurring questions quickly and efficiently. So how do you make that happen? Try this twist on Shift left.

Read More

28 February 2017

New ways to shift left: Introducing the Suggestions in calls widget

Do you struggle with knowledge management? We all know how important it is to efficiently handle your organization’s resources, but it often gets lost in the issues of the day. But knowledge management actually contributes to:

Read More