16 November 2018

Tap into the power of the crowd with peer-to-peer support

In every organization, there are power users who've immersed themselves in all features and quirks of (niche) applications. Do you currently have ways to harness this slumbering knowledge? It is what peer-to-peer support is about: making this knowledge accessible.

With the new Sharing calls feature, TOPdesk facilitates this emerging collaborative support channel.

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12 September 2018

Empower your callers and let them share calls

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

Disruptions in your services often affect multiple persons. And when callers have raised a ticket about a broad issue, they might want to keep colleagues in the loop. For users who share the same job, passing on information on filed requests is sometimes even considered part of their work.

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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.

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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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