13 August 2020

Knowledge Base API - Leverage the Power of Knowledge Items within your Organization

Knowledge plays a very important role in the TOPdesk product. By allowing operators to easily create, integrate, and collate your organization’s knowledge, they’re able to vastly improve the overall levels of service. Needless to say, this greatly benefits your customers - they’re able to find solutions faster and without needing to wait for an operator’s response.

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15 July 2020

2020 strategy: an update

At the end of 2019, product manager Tom Knippenberg informed you about our exciting plans for improving the TOPdesk product in 2020. In this blog, we’re going to delve into how we’ve been progressing so far and what you can expect throughout the rest of this year.

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2 July 2020

The Collaboration platform: seamless collaboration with partners and suppliers

The majority of organizations are no longer fully self-sufficient when providing a service to their customers. Most of the time, they also need the help of other experts and organizations in their field like 24/7 IT support, Identity & Access management or managed hosting for applications . But this isn’t always a seamless process

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30 June 2020

Towards Hyperautomation – our vision on automation and AI

New advances in automation and Artificial Intelligence (AI) offer novel opportunities to improve service desk efficiency and customer satisfaction. So what’s TOPdesk’s vision when it comes to automation and AI? Where do we see the potential in using AI for service management? And what applications will we invest in throughout the years to come? In this post, I’ll share our vision on how automation and AI will shape service management, the impact that they will have on our product, and how you’ll benefit.

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26 June 2020

Opening up TOPdesk with public forms

Your service desk plays a crucial role in ensuring that your organization runs smoothly. However, it’s not enough to simply cater to your employees’ needs — you also need to provide much-needed assistance to your guests, whether they’re public citizens, patients, or students.

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27 May 2020

Accessibility improvements for the Self-Service Portal

As guides to service excellence, we believe it's important to practice what we preach. It goes against our beliefs to exclude groups from access to services due to disabilities or other reasonsThat’s why TOPdesk is committed to ensuring digital accessibility for people with disabilities. How? By improving the user experience for everyone, and applying relevant accessibility standards where needed. 

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12 May 2020

Adding channels to TOPdesk chat

Nothing is more frustrating than being transferred over and over to get to speak to the right person. As an end-user, you just want to talk to somebody that can help you out, when you cannot find the appropriate form to submit your incident or request.

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7 May 2020

10 tips for TOPdesk use in COVID-19 times

In many countries, anti-COVID-19 measures have been in place for a while now. Lockdowns, social distancing and obligatory working from home are currently facts of life businesses need to deal with.

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6 May 2020

Change Management on the Kanban board release

You’ve been able to use incident management on the Kanban board for some time now. Many of you asked for change management to be added – and we’ve listened! After two months in a staged roll-out, and a lot of valuable user feedback, simple changes and change activities are now available on the Kanban board in Labs – and will be available in all SaaS environments at the start of Q3. Now you can easily collaborate to find the right balance between your reactive (incident) and proactive (change) work.

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1 May 2020

Automatic call assignment

One of the charms of service automation is that it automates tasks that are simple, repetitive, and often pretty boring. TOPdesk’s new Automatic call assignment feature helps you automate a part of your incident management process, freeing up your team’s time for more interesting work.

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