What's new in TOPdesk Mobile?

Here at TOPdesk, we want to be at the heart of your organization: linking different departments, projects, goals, and services together in one centralized system. But in order to do this, we need to make it as easy as possible for our users to access TOPdesk wherever they are. That’s why we’re thrilled to announce that we’ve recently made some exciting changes to TOPdesk Mobile.

Now, your operators can resolve changes on-the-go and manage all incidents from their smartphones. They can consult a specific job’s precise requirements instead of having to write it down—or worse, trying to remember everything. They can update stakeholders in real-time, instead of having to remember to track all changes when they’re next sitting at their desk.

Let’s explore why we decided to revamp TOPdesk Mobile before exploring the benefits that these updates will bring to your organization.

Why mobile is so crucial

Facility managers and IT staff are often on-the-go at all times, spending their days troubleshooting problem after problem. They play a crucial role in ensuring that your organization is operating as effectively as possible.

However, up until now, they’ve had to deal with one major difficulty: not being able to check change activities while on-the-go.

Imagine one Monday you’re onboarding ten new employees across your organization. Needless to say, this will be a concerted, cross-departmental initiative.

HR will initially welcome the new employees. IT will be in charge of ensuring that each employee is set up with a laptop, an email account, and more generally, that there are no technical hitches. Finance will have to add these employees to the payroll. And last but not least, facility managers will ensure that all the new employees’ workstations are ready to go.

This is easier said than done. If you have ten new employees spread throughout your company, each working on a different floor or even building, then this process will likely take a fair while.

Your facility manager will have to set up the first workstation, walk all the way back to their desk, log into their computer, check the TOPdesk ticket to see where the second new employee is located, log out of their computer, and then head over to where they’re needed next.

Needless to say, this is an overly inefficient process. Fortunately, however, our new updates mean that this nightmare scenario will never become a reality.

What’s new?

Thankfully, we’re now making all your most used and loved features available within TOPdesk Mobile. As of Spring 2020, your operators have been able to access incidents while on-the-go and ‘out in the field’—and from early December 2020, they’ll also be able to remotely add attachments or comments to any incident.

Plus, we’ve also created an all-encompassing overview that will allow operators to manage all change activities from one easy-to-use centralized dashboard. This means that they can focus their time and energy on what really matters: helping their colleagues and helping their customers.

What’s planned for the future?

We’re currently working on a few distinct developments:

1. Enabling “Invisible for caller” functionality in the progress trail: We want to extend our “Invisible for caller” functionality to mobile, meaning you can add comments/notes to any change activity while on-the-go but keep these comments hidden from the initial caller.
   
   
2. Searchable dropdown fields: Dropdowns can sometimes contain hundreds of values—so manually scrolling through them to find the specific thing you’re looking for is unnecessarily time-consuming. That’s why we’re now developing a search function, making it easier to find exactly what you’re looking for in a long dropdown list.
   
   
3. New incidents from the operator app: We want to make it simple for operators to not only update existing calls while on the move, but to also create entirely new ones.
   
   
4. Manage operational activities: Gain a complete overview of all recurring operational activities, such as server maintenance or periodic fire extinguisher check-ups.

And if your organization uses TOPdesk On-Premise Installation (instead of our SaaS offering), then we’ll be rolling out our Virtual Appliance (VA) mobile release in Q1 of 2021. VA helps us bridge the gap between our SaaS and on-premise offerings, allowing all our users to access the newest, most innovative TOPdesk features that are currently available. However, we first want to improve the functionality of our mobile offering before we rush ahead and roll out the VA—we want to ensure that TOPdesk mobile is as fully developed as possible before we extend it out to all our users.

Lastly, we’re also planning on releasing a variety of new features this year: push notifications, maintenance tasks of operations management module, simple changes, and support of the most important Asset Management processes.

Try TOPdesk Mobile for yourselves

Show your operators some love and start using TOPdesk Mobile today! If you’d like to learn more about the various TOPdesk Mobile features, check out this detailed guide.