Q&A

I would like to know if anyone has found a way to measure either of the following metrics in TOPdesk:First Contact Resolution (FCR) The percentage of incidents or service requests that are fully resolved during the initial contact with the Service Desk, without requiring follow-up, escalation, or additional interactions. First Team Resolution (FTR) The percentage of incidents or service requests resolved by the first support team that receives them, without being reassigned or escalated to another team. I tried searching the community and found this closed post which contained a suggestion using Selection criteria: First-time resolution rate | CommunityAm I right in thinking that there is no out of the box flag that Operators can select to record an FCR?For FTR, I’ve had a look at the Selection criteria based on the post linked above, but have been unable to produce accurate results, possibly due to the following factors:We have three different roles in our IT Service Desk te

HiI have a need for a Series which is created on the last working day of the month, but I do not have that option, when I try to create a series.Does anybody have a good workaround for that?ThanksBo

Hi,Does anyone have advice in the following, is there some kind of Outlook addon to import non tagged emails to a specific TOPdesk ticket?In an ideal world all emails come from the ticket itself and include a ticket number. That way replies are recognized and imported to the correct ticket.In some cases we have emails that dont have a ticket number in the title. Is there a better/faster way to import these into the correct ticket? Without adding a ticket number, saving, setting as unread and moving to the import folder?The new TOPdesk Teams app allows me to add a chat message directly to an existing ticket. Is there an option to do the same from Outlook? 

Hi All,We currently have orders being placed through TOPdesk - these are logged as a simple change. Once our 3rd Party supplier confirms the order has been shipped, then send an email to us with a specific Phrase “OrderStatus: Shipped” typed into the body of the email. This updates the relevant ticket so we can see its status.Is there a way I can set up an Event trigger to complete these tickets when we receive this status? I have tried to set up an event trigger, but can’t see where I can just add that phrase to trigger the event.Any ideas would be greatfully received.ThanksCaroline

Can anyone point me in the direction of how to select all recorded time registered against an operator and/or across all operationa records. I’ve been looking at reports and selects but there isn’t anything obvious I can see. Thanks

Hello everyone,we have a problem with the TOPdesk Self Service Portal.The portal is already set to the correct language. In our case, the language is German.However, some browsers still ask the user if they want to translate the website. This happens in Mozilla Firefox and also in Microsoft Edge.Both browsers show a translation dialog, even though the page is already displayed in German. This can be confusing for users, because they think the page is in the wrong language.The problem is only the browser translation prompt. The language setting in TOPdesk seems to be correct.Has anyone else seen this behavior in the TOPdesk Self Service Portal?Thank you! Best regards.

Since the announcement at TOPdesk unlock and the Ai capabilities we’ve been thinking more about Knowledge gaps.We already have feedback loops for end users to request information to be added as knowledge about each service area as well as call closures where knowledge is required to plug a gap generating a call for action off the back of it with links back to the call that necessitated its creation for easy reference.Now were thinking about how Robin can help us but we need data which led us to this…if and when presented with… Robin had no suggestions to form an Ai responseCould the system, only when this condition is met, then add an entry into the call? This allows for data capture at the point it happens as there’s still no guarantee that the operator dealing with that call actually creates a knowledge article for the next occurrence AND a selection can be created to monitor the stock response. Just a thought, Anyone else?

A few of our operators have noted that when you select a ticked to be bookmarked by clicking on the ‘star’ icon, it no longer changes the colour of the star to indicate you have bookmarked it It does still add the ticket to your bookmarks, but it was quite handy to see the star change colour or illuminate so you know you have saved itI just wanted to flag it and also check if its happening to others as well

We’ve been looking at potential feedback items around News on the New SSP.Again, a bit of playing in code and looking for potential. We came up with a concept of news types (and a filter) with some colour coding as well as including the last update date in the read more hyperlink.The colour bit could have equally been a side margin in block colour rather than a pill box style.Would obviously need news types to be managed / controlled (made mandatory) - how many is enough options?What do you think - good bad any we’ve missed or you have found before we add a TIP request?  

A-Z Services ListWe’ve quite a number of services in the Services list on the new SSP (bottom right) and whilst this service as a nice A-Z I feeling its prominence is a little lacking as well as knowing its an A-Z directory (personal opinion)Whilst its great it exists as a little sitemap; we’ve looked at potential for improvement as a likely thing to come up in testing and feedback from end users and mocked up (with a bit of html code thrown into the inspect tool within the browser)Breaking things out by letter for distinctive grouping and a hyperlink alphabet to quickly get you to services starting with the letter #like it / hate it? thoughts / comments / better ways to manage it - thought i’d get feedback before popping in a TIP request.

Wij onderzoeken of tickets die via het Self Service Portal worden ingediend automatisch kunnen worden toegewezen aan de juiste key user.Onze key users hebben een operatoraccount in TOPdesk en zijn verdeeld over verschillende afdelingen binnen de organisatie. Voor een correcte toewijzing zou een ticket daarom automatisch naar de key user van de afdeling van de aanvrager moeten gaan.Heeft iemand dit al eens ingericht?Hoe leggen jullie de koppeling tussen afdeling en key user vast? Is automatische toewijzing op basis van de afdeling van de aanvrager mogelijk? Welke TOPdesk-functionaliteit gebruiken jullie hiervoor? Hoe gaan jullie om met meerdere key users binnen dezelfde afdeling?Ervaringen, voorbeelden en best practices zijn van harte welkom.

Binnen onze organisatie maken we momenteel nog gebruik van het standaard huisvestingsbeheer van TOPdesk. Hoewel dit ons veel functionaliteit biedt, lopen we in de praktijk ook tegen een aantal beperkingen aan. Daarom onderzoeken we of een volledige inrichting van huisvestingsbeheer binnen Asset Management op termijn een beter passende oplossing zou kunnen zijn.Ik ben benieuwd of er organisaties zijn die hun huisvestingsbeheer volledig in Asset Management hebben ondergebracht, inclusief bijvoorbeeld:Gebouwen/vestigingen Ruimtes Huurders/gebruikers Installaties en overige vastgoedgerelateerde objectenDaarnaast ben ik erg benieuwd hoe jullie omgaan met externe melders. Gebruiken jullie hiervoor de standaard persoons- en vestigingskaarten in TOPdesk, een eigen constructie in Asset Management, of een combinatie van beide? En hoe werkt dit in de praktijk samen met het Self Service Portal?Welke voordelen ervaren jullie? Zijn er ook zaken waar jullie juist tegenaan lopen of die je achteraf and

Hello Community,Quick question, I notice there is a possibility to import assets and link services under the Assert Overview module, is this module the equivalent of the CMDB in TOPdesk? or you have it under a total different solution?   Thank you!

Since launching the new Knowledge Base Explorer, sorting and ordering has come up more than anything else. For some of you, the current alphabetical order is a positive change, but for others this causes issues with how content appears in the SSP or it just doesn't match how you want your knowledge base organized. We want to know more about these different ways of navigating and ordering your knowledge. So we've put together a short survey to understand how you look for knowledge as a consumer, what should drive the order, and where more control would make the biggest difference for your team and your customers. Take the survey below, and feel free to share it with others in your organization. The more input we get from different roles, the better we can design something that works for everyone using the knowledge base. Thanks for helping us get this right.   

Hi Community,I really like the idea of seeing assets assigned to a person from the Person Record this is the best feature that caught my eye so far. Definitely going to save a lot of headaches during onboarding and offboarding.I have a few technical questions regarding automated assignments and Incident creation via the API: Automated Asset Assignment: Is there an OOB way to automatically assign an asset (like a laptop) to a person once a service request is fulfilled? Mandatory Fields in the API: I set up an API account, granted the required permission/operator group, and generated an application token (GET requests are working as expected). When attempting to POST a new incident, the ticket management shows only “brief description”as required. However, when creating an incident manually in the UI, several other fields are highlighted in red as mandatory. Where are these validation rules defined?  DataDict vs. API Naming: I noticed the field names in the DataDict don't match the RE

Curious how everyone else is thinking about TOPdesk at the moment? So are we…Topics like this tend to shift depending on what's happening in your day-to-day, so it's a good moment to check in.Pick the topic you're most interested in below, and see how your answer compares with the rest of the Community.

We've rolled out several AI features over the past months, and we're curious how they're landing with your team.AI Incident Categorization. Tickets reach the right team, correctly categorized and prioritized, automatically. No more scrolling through 23 categories to find the right one.AI Incident Summarization. Picking up a complex ticket? AI summarizes the issue, the solutions already tried, and the current status — so you're up to speed immediately instead of reading through a full ticket history.AI Answer Assistant pulls a ready-to-use draft from your knowledge base straight into the incident card. Click Respond, and you get a suggested answer based on the matching knowledge item. You stay in control — review it, tweak it, and send when you're happy with it. No more opening a separate tab, searching for the right knowledge item, and rewriting it from scratch every time.AI Knowledge Item Generation turns a solved ticket into a draft knowledge item in seconds. You review it, you publi

Hi All,We want to use Call Closure codes as well as Auto Closure of tickets. We were advised when implementing TOPdesk that this is not possible.How do others achieve this?ThanksCaz

I’m interested in learning how others are working with service requests in TOPdesk. Currently, we manage incidents in call management and service requests in change management. However, we are facing several challenges when working in the change management module, which has made me question whether this was the right approach for handling service requests.How do you handle service requests in TOPdesk? Which module do you use, and what are your experiences?

Hello community,I was wondering if there is a way to request a trial version of TOPdesk where I can explore the solution rather than just videos. I would appreciate the support.Thank you.

Hi All,Is anyone else unable to log into the TOPdesk SSP? I keep getting Invalid login. I have also changed my password, but that is not working either. I need to raise a ticket with the Helpdesk.

Modules > Supporting Files > UsersIt only shows 10,000.  We have over 5x that.  How would y’all search for a user that is in the middle of what you know is there.Ex:  I want to search for a user that has a last name that starts with O.  No matter how I filter the list it can’t click past 100 screens to get to them. Am I simply missing a search feature?