When high impact issues have just arisen, they often hog a good share of the support team. Without being aware, the agents work on calls that can be traced back to one and the same cause. As soon as the support team realizes that there's actually a common underlying problem, the responsible agents can align their investigation.

Wouldn't it be nice if TOPdesk could help out here! If the tool crawled calls for possible connections between them?

This is where the new Call Affiliation, now available in TOPdesk Labs, takes up. With AI at its core, the feature is designed to help you detect related issues as soon as possible.

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Disruptions regularly affect multiple people. To ease the initial kerfuffle, your users can now  share calls amongst their colleagues. When calls are shared with other users, people can be informed about a disruption before they even noticed it. Also, callers won't all log a call individually anymore, decreasing the workload at the service desk. And when two people show up at your service desk to report a problem together, you can record them both in one call.

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As a TOPdesk customer, you regularly see new features we’ve added to our software. But how to make the best use of those features? Which problems could they help you solve?

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