tips + tricks

Tips from our users Working efficiently with categorizations

Several useful tools are available in the system settings to help you set up the categorizations in TOPdesk Enterprise by practical means. For every sub-heading under the heading Categorization you can indicate in which module you wish to use the category or subcategory. You can do this simply by ticking Incident management, Problem management, Operations management and/or SLA contract. In the Search words field you can enter keywords for each subcategory. This enables you to determine whether a word that you type in the search field in TOPdesk Enterprise should always be included in a particular category. You can also link a specific operator to a similar category for which he or she will always be responsible. In this way, you can ensure that certisain calls are automatically transferred to the second line. TOPdesk users share tips with us on a regular basis. Below, you will find a selected few, which will help you to work more efficiently with TOPdesk. Perhaps you will discover new ways of working with the software that you never thought were possible.

From the Hardware card, it is possible to display helpful overviews of the website of the supplier using an http request. This could be, for instance, an overview of available downloads for a specific computer or information on warranties. Displaying graphs on process pages is a functionality used frequently within TOPdesk Enterprise. For example, you can show a trend graph of the number of open incidents within a certain month or you can calculate the number of incidents that have been logged within a given month. Each time you create login data for new users for the Self Service Desk, you can email these details to the user directly. This is a useful functionality when automatically generating login data for multiple persons simultaneously.

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