Johanna Kirn, TOPdesk User Guidance
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.
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.
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.
