28 November 2018

Checklists in calls - templates for assignable subtasks


When you want to standardize your service delivery in TOPdesk, you have several options with Call Management. Standard solutions help you quickly solve calls with templates, and partial calls help you to split up calls and assign the various parts to different people. But until recently it wasn't possible to create a template containing assignable subtasks; to do so you needed the templates in Change Management. 

TOPdesk is working on changing this by introducing Workflows. As a first type of workflow, you're now able to use the Checklists feature in Labs. Checklists combine the benefits of standardized templates with the functionalities already available in Call Management, such as SLAs, the Kanban Board, share & subscribe, and customer feedback.

When should I use checklists?

Use checklists in the following situations to help you tackle complex calls:

  • You have a complex call where you want to keep a clear overview of the steps you need to take to solve it. To solve a network problem, for example, you may want to check multiple components, check whether more services are affected, and call your provider. Divide the call into multiple subtasks, so you can keep track of what you still need to do. Creating a checklist makes it easy for you and your colleagues to see how you’re progressing.
  • You have steps in complex calls in which you want to involve a specialist. Create a subtask and assign it to the colleague who can help you out. You keep track of the progress in the call, while simultaneously ensuring your colleague can start helping out. Checklists help you to do so without navigating away from the main call.
  • You have complex requests that are likely to occur again. If you have a network outage, you'll want to note the steps taken to research and solve the issue. Your (less experienced) colleagues will be able to solve the issue the next time you're not there. Or when ordering new hardware you will require the same people to authorize the request and the same suppliers to be involved. With checklists you easily create a template for these situations.

Furthermore, checklists are ideal when you use existing Call Management features to support your users, but want to combine the features with templates.

What can I expect next from workflows?

With checklists, you have the first step towards the new workflow types in TOPdesk. You have a simple first workflow without dependencies that are helpful in situations where limited information is required or where a template for recurring calls is useful. A logical next step is to introduce a separate designer for workflows. Think of managing workflows that you have already created, for example by adding or removing steps, or removing obsolete templates. With a designer, you're able to proactively create new workflows when you want to standardize your service delivery.

In time, TOPdesk intends to facilitate more complex workflows in this designer. Currently many organizations use the Change Management module for these purposes, but we aim to make standardizing service delivery even easier within Call Management. Change Management wasn't intended for standardizing workflows for service requests, and as such has limitations when it comes to workflows.

The next steps include introducing elements such as dependencies between subtasks and introducing authorization moments. Developing this new system will allow new functionalities within workflows, such as if-this-then-that logic, more seamless integration of forms into the service delivery process, and easy integration of action sequences.

How can I help TOPdesk?

Want to help improve checklists? In TOPdesk, go to Functional Settings > Labs > Checklists. Try out the feature and let us know what you think. The feedback you provide will help determine the further direction of the report.

Please reach out to me with your suggestions on the topic of workflows in TOPdesk. I’d love to hear your thoughts.

Geoffrey Simpson

Geoffrey Simpson, Product Manager