28 November 2018

Checklists in calls - templates for assignable subtasks

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. 

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31 October 2018

Importing made easy

Imports and integrations... if those words made you flinch, I can assure you you're not the only one. There is often a certain degree of complexity involved where you need assistance and that just feels costly and not self-reliant.

No more! TOPdesk has introduced a new importing wizard that guides you through all the different steps, from selecting a source to mapping how data should end up in TOPdesk. Read on to see how you're able to easily set up your imports yourself!

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5 October 2018

All customer agreements in one place with Work Instructions

You’ve been working hard to standardize the services you offer to simplify your processes. However, you’ve just closed a deal and you want to accommodate certain agreements within those standard services. Think of a customer who wants to receive an update email when a certain problem has been solved. It’s the small things that count and we aim for service excellence, right? And how do you ensure that everyone is aware of the agreements? Read on to find out how Work Instructions solves this problem for you.

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29 May 2018

Send custom notifications for all types of tasks

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9 April 2018

Artificial intelligence: Not just for big tech companies

 

 

Artificial intelligence has fascinated us humans for a long time. Stories have been written, movies have been made. 2018 marks the fiftieth anniversary of two important events in AI: the release of the film 2001: a Space Odyssey and the publication of the book that inspired the Blade Runner films. Sounds like the perfect time to see where we’re at when it comes to AI.

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20 December 2017

Tracking updates: try the new task notifications

Editor's note: this post has been updated in August 2019. 

How do you stay up to date on tasks when you’re awaiting a reaction from a supplier or caller? Especially when you're the one maintaining contact with the caller, you don't want to miss out on changes in the issue's processing. 

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6 October 2017

Integrating with Action Sequences

 

With the number of applications at your organization growing, information gets scattered. As such, stable integrations are becoming increasingly important. And since many people continuously get the latest version of TOPdesk from the cloud, we can no longer rely on version-specific scripts as a solution.

Our new Action Sequences offer just the combination of stability and flexibility that you are looking for. Customize your own future-proof sequence of HTTP requests and use them to interact with JSON-based REST APIs. This way you can achieve exactly what you want without the need for complex bespoke scripting.

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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:

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