When you want to standardize your service delivery in TOPdesk, you have several options with Call Management. Standard solutions help you quickly solve calls with templates, and partial calls help you to split up calls and assign the various parts to different people. But until recently it wasn't possible to create a template containing assignable subtasks; to do so you needed the templates in Change Management.
28 November 2018
28 August 2018
In January, you were first introduced to the Kanban Board for Call Management. With this board, you’re able to visualize workloads for Lean and Agile teams. Now it’s time to take your agile process a step further with Notes. Notes are flexible tasks you use separately or in combination with calls already on the Kanban Board. Notes make the Kanban Board even more suitable for various types of teams. Read on to see how different teams can use the board!
19 April 2018
You were recently introduced to the first version of the Kanban Board in TOPdesk. With the Kanban Board, you tackle your service management in an agile way. With a recent update, the board is now more user-friendly, as moving a call to another column updates the status of a call. You don'thave to open a call each time to change the status. Furthermore, your calls appear in the correct column of the Kanban board without you dragging and dropping them there. Want to find out how the Kanban Board works with statuses and what the best practice is for setting up your statuses? Read on!
24 November 2017
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.