Meta de Best, Technical Product Consultant at TOPdesk
You open TOPdesk and the first thing you see is the home page. You're able to customize the home page and with widgets, you have multiple options for showing all kinds of useful information. For instance, to see a to-do list, add the Task widgets. If you want a built-in chat function, you have the Conversations widget. One of the widgets you might not use yet, is the web widget. So what makes the web widget special? Below you'll find some useful ideas to help you get more out of this widget.
You might recognize the situation; a call has been registered through your Mail Import, but the caller is unknown. When you open the call, you see that it's from someone you know. The person is even registered in TOPdesk. So why didn't the Mail Import recognize the caller?
Even if you are only working in TOPdesk with a few operators, you've most likely heard of filters. With filters, you are able to organize and restrict which cards are visible to operators. Filters can be a bit tricky to understand at first but are quite logical when you know how they work. To help you on your way to know the ins and outs of filters, here are some of the most Frequently Asked Questions.
Are you looking for a way to show a bit of extra information about a caller? Use attentions to give your operators a simple heads up while they are working on a card, like when the caller is available or if they have particular needs.
When there is more than one person working on a card, you want to keep track of changes. When an action is added to a card it is often clear who edited the card. But what about other changes? There are a couple of places where you can look for information about the card’s history.
Do you strive to provide perfect services? Don’t leave your customer stranded in front of a closed door. Record the opening hours of your service desk on a service window card in TOPdesk. This way, you create a service window in which calls are processed. When you indicate a duration in a call, TOPdesk takes this service window into account when determining the target date.
The knowledge base on TOPdesk Extranet has lots of knowledge items about the frequent topics. In fact, we add new items every day. Here you can find answers to:
