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?
How do you handle service requests in TOPdesk?
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Our organisation handles service requests within the Change module. We exclusively use Extensive Changes instead of Simple Changes, and we categorize them into Standard and Non-Standard Changes. In our system, all service requests are treated as Standard Changes.
We chose to avoid Simple Changes because we want a single workflow for our operators. All communication with the caller takes place directly on the Change card, rather than in the underlying Activities. Communication between operators takes place in the activity.
This approach works very well for us.
+2
Our organisation handles service requests within the Change module. We exclusively use Extensive Changes instead of Simple Changes, and we categorize them into Standard and Non-Standard Changes. In our system, all service requests are treated as Standard Changes.
We chose to avoid Simple Changes because we want a single workflow for our operators. All communication with the caller takes place directly on the Change card, rather than in the underlying Activities. Communication between operators takes place in the activity.
This approach works very well for us.
Thank you for your response!
It’s interesting that you only work with Extensive Changes instead of Simple Changes. One challenge we face is that it becomes confusing for operators to understand how to handle the different workflows.
Do you not miss the ability to extract information on how many request tickets have been distributed across different operator groups? Do you follow up using templates, categories, or another method to get an overview of request tickets?
We also experience challenges with Extensive Changes not appearing in “tasks per group” on the homepage, and that they cannot be managed in the Kanban board.
Additionally, we are missing the ability to share tickets so that multiple callers can collaborate and respond to questions in the Self-Service Portal.
We also do not use the approval step, as 99% of all requests are already approved before they enter TOPdesk. Therefore, it creates extra administration (and confusion) that all tickets need to be approved before moving into the progress phase.
We also miss the ability to access the knowledge module directly from the ticket.
Do you experience any challenges with this, or does it not impact your way of working?
Do you not miss the ability to extract information on how many request tickets have been distributed across different operator groups? Do you follow up using templates, categories, or another method to get an overview of request tickets?
We use PowerBI for reporting, so we count the changes made, not the activitys for most reports.
We also experience challenges with Extensive Changes not appearing in “tasks per group” on the homepage, and that they cannot be managed in the Kanban board.
I made selections the operatorgroups can use to monitor the changes and servicerequests that contain activities for their groups.
Additionally, we are missing the ability to share tickets so that multiple callers can collaborate and respond to questions in the Self-Service Portal.
Not something we are missing atm.
We also do not use the approval step, as 99% of all requests are already approved before they enter TOPdesk. Therefore, it creates extra administration (and confusion) that all tickets need to be approved before moving into the progress phase.
You can autoapprove changes when you link a template to a change. That way the change starts in the progress phase.
We also miss the ability to access the knowledge module directly from the ticket.
We add a text for the operator in the activity, containing the knowledge items the operator needs to do the work.
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