How do you handle service requests in TOPdesk?

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.

In our environment, we do not treat every service request the same way. A service request can sit in either Ticket Management(Call Management) or Change Management depending on the nature of the work. The deciding factor for us is approval/authorization and coordination requirements, not just the fact that it is called a “service request.

We use Ticket Management for routine, lower-risk service requests that do not require an approval gate before work starts and can usually be completed by one team end-to-end. We also keep incidents there, since that module is intended for break/fix and reactive work.

We use Change Management when the request requires authorization/approval, involves multiple steps or sequencing, or needs multi-team coordination. In our setup, this includes things like onboarding and other planned work where tracked approvals and coordinated activities are important. We also documented that the Change Management module is the place where approval workflows are enforced and tracked. 

Our experience has been that putting all service requests into Change Management creates challenges for smaller or routine requests. We found operators were getting stuck on whether something should be logged as a ticket or a change, and some simple requests were being overcomplicated while some approval-based requests were not always being captured in the proper workflow

We categorise most tickets into Faults or Service Requests, and we use Call Management within TOPdesk to manage these. So, this could be “my laptop isn’t working” or “I need a new laptop”. All of these go through Call Management and then the relevant team process these.

We use Change Management for updates or upgrades to systems/services but onboarding new systems or offboarding old ones. These are our RFCs (Requests for Change) which are then reviewed by our CAB each week. We have a single and specific form for these changes.

I have heard of some organisations using ‘Change’ for service requests, but the above is our approach and seems to work well for us.

This is exactly how we do it regarding incidents/service requests and it works well for us.

We use SharePoint for workflow approvals in complex request cases because the Change Management module did not meet our needs.  A request starts off in SharePoint and once all information has been captured and approvals obtained, a summary email is imported into Topdesk to create the card in Call Management.

In terms of the change module, we have two RFC forms using the Simple Change process - one for peer reviewed low risk, low impact IT changes & the other for IT CAB for higher risk/impact IT changes.

Hi Annie

it depends on the complexity of your requests. We manage simple service requests in Incident Management, and only use Change Management for complex requests. We have created additional call types (Incident, Request, HR-Call, etc) and can then define different action sequences according to the nature of the call. If the end user raises a request which requires the change management process, the operator will raise a change from it. But if the initial request is simple (password reset, loan equipment, etc) we process the request in Incident Management.

Does that help?

Alex

Thank you for your feedback, much appreciated. I take this to mean that there isn’t one “right” way of approaching this, but that it largely depends on the organization and its context. :)

We use the Change Management Module for Service Requests and these are all “listed” as Simple changes. We went down this route as many of our SR’s require approval from a Line Manager or Manager Group and the Incident Module didn’t allow for this. 

We use Extensive changes for what I would class as an IT change to a system / solution or infrastructure.

The sticking point we have with using the Change module is that there is no easy way to report on SLA’s for the SR’s within TOPdesk. We are having to use PowerBI to then create a formula to calculate the SR SLA. But this is a better option for us so that we can capture the correct approvals.