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.