tips + tricks

Quick calls
Quick calls are used to process calls that take longer to log than to solve, such as resetting a password. This solution provides you with a completed card that you can register at once. You only need to fill in the callers details. You can set up quick calls as follows: 1. Fill in all the required fields for the quick call in a standard solution, including the status linked to completing the call. 2. Create a selection of all standard solutions with this status and name it Quick Calls. 3. Place this selection in the navigator. In TOPdesk 5 you can simply add these to the Quick Launch Bar. When you receive a call that you would like to register as a quick call: 1. Use the Quick Calls selection. 2. Select the desired standard solution, for example reset password. 3. Create a call from the total overview using standard solutions. 4. Enter the caller details 5. Save the incident We are always updating our Help & Support site with new manuals and tips on how to get the most out of your TOPdesk. You can access the Help & Support site by clicking on the question mark above an overview in TOPdesk, or from the menu option Help > Help and Support. Please note: a date stamp will be added automatically. You can remove this by clicking on the field in the email settings and selecting hide date stamp. 1. In Settings Management, create an optional memo field (signature) on the Operator (Group) Card. 2. Enter the signature for each Operator (Group) in the optional memo field. 3. In Settings Management, add the signature field to the email by right-clicking and selecting Insert Field.

The correct email signature

When several departments work together in one TOPdesk, it is often difficult to include the correct signature in an automatic email. If the only difference between emails from various departments is their signature, an optional memo field on the Operator or Operator Group Card can help. Here you can specify which signature should apply to emails sent in TOPdesk. You can set up the email signature as follow:

Online help and support

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Copyright 2012 TOPdesk UK limited. Although this magazine has been produced with the utmost care and attention, the writers cannot be held responsible in any way for any damages that may occur due to errors and / or deficiencies in this publication.