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.
15 July 2020
26 June 2020
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.
Do you want to improve your customer satisfaction, but are you unsure where to start? Are you not meeting the response time agreements you have with your customers but is it unclear why? You can now use the duration distribution report to gain a deeper understanding of the life cycle of a request in your organization. Identify the potential bottlenecks in your organization by reviewing how long requests stay on a certain status or operator group, and gain more control over your processes.