Q&A

Hello everyone, I am Niels from the TOPdesk Product Management Team. I am doing research into which use-cases are all covered by TOPdesk. Within the ESM space we tend to talk a lot about IT, facilities and HR but I know many of you have onboarded a lot of other teams as well. My question is, which other teams or departments did you onboard in TOPdesk as well? And how did you go about it? Was it a need for those teams or was it introduced to them? Thanks for your help and I hope I see you today during one of the webinars :)Niels UiterwaalGroup Product Manager TOPdesk

Hi there,We’re currently exploring how organisations handle translations for multilingual knowledge bases and incidents. Are you working with TOPdesk in multiple languages? We’d love to hear how you approach this.Who we’re looking forPeople who work with this on a daily basis, or have a good overview of how this process runs within their organisation Organisations that manage their knowledge base and/or incidents in at least two languages, using custom integrations (like DeepL) or handling translations manuallyWhat we’re hoping to learnHow translation responsibilities are organised within teams When and how knowledge articles and incidents get translated How you keep track of what hasn’t been translated yet And how AI could make this process easierWhat’s involvedA 30-minute online chat — pick a time that suits you via the link below. You'll be having the conversation with our designer and researcher: Florencia & Bhuvan.No preparation needed, we’re mainly interested in your current

I wondered how your organisations approached turning the features on. For example, was there any resistance or pushback, or concerns from teams like Information Security or Legal teams.We are a higher education institution, but I’d love to hear from others in HE but also other organisations.Also for those that have turned on the features, how have you found their usefulness and adoption. Thanks! 

Good morning Community,We have a few stock rooms for “unassigned computers” or “loan laptops”. When I look in these stock rooms I can only see a list of asset IDs, where it would be really helpful to see the assets’ summary info (make, model, computer name, etc). Has anyone come across this before and maybe found a work-around?Thanks in anticipationAlex

Hi all,I’d be interested to learn how others are utilising MFA when access TOPdesk, as an operator and SSP.  I would like to know how the end user experience is/was, what types of MFA you are using and if there are any NHS colleagues on here, if you’ve managed to adopt the NHS connect shared tenant as the source of MFA so your users are logging in with their NHS.net accounts? Thanks.

Other than the Active Operators Overview, has anyone successfully found a way of extracting additional data around Operator activity?For instance when they logged in, how long they are active etc.I have a manager from a different department who has a performance issue with one of their Operators where using TOPdesk is integral to their role.No answer is a bad one!!Thank you

Does anyone know of a way to search past events in asset management?  For example, if an asset is no longer assigned to a person, can you search all past events of all assets to find the event where that asset was initially assigned?

Is there a way to create a Forward Schedule of Change and a Change calendar feeding off of the change tickets? Currently we have to download the open changes and then manually manipulate the data - this takes up a lot of time when it would great to let TOPdesk do this for us.

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

Are you also as annoyed as I am, about the missing reich text editor in change cards?It is SOOOO nice in the incidents and knowledge articles, that you can just copy/paste a screenshot into it without having to save the picture first, and then insert it.I asked for at status on this issue, and was asked to make a TIP on it so, I did.Please, if you are just as annoyed as me, then make at TIP on it too, the more requests the higher priority.//Vivi

Be gentle!We are new to Asset Management and have decided to start with adding our core and teaching software.What I cannot get my (non techie) head around is specifications and relationships.Can anyone explain to me in simple terms:how I create specifications how I accurately link software to a licenceI’ve tried following this guidance Asset Management but cannot seem to find all the steps to follow.Thank in advance

Is it possible to have any people that are in the CC line of an email automatically added to the incident in the “Share with Others” field in the caller section? We often have people email in and copy in their manager etc, but they are not added into the ticket unless we manually add them. Is there a way to auto add them when the ticket is created?

Hi All, One major issue we hit with logging items via the SSP is the ability for staff to log a ticket on behalf of another individual..  Sometimes this could be a PA for a Director, or a colleague logging an item for someone that isn’t able to get on the system.  Currently if we open this up to members of the same Branch(Office) or team - it allows everyone to see all tickets logged/open for that Branch (Office) or Team.  This is a major security breach for us as tickets could relate to personal items such as Workplace Adjustments etc or questions logged about a direct line reports activity. We really need this sorting, ideally anyone should be able to log a ticket against any other user, unless we specifically set the Caller field in an SSP form to not allow the value to be edited. Anyone have any thoughts on this?   

Has anyone tried the new email designs? If so, do you have any feedback or insight so far on this feature?

Hi Everyone,Situation : We are a College in Canada, and use Topdesk not only for our IT department, but also other department. We received a request from humains resources if we could do a ticket when a student or an employee get hurt. This was done very easily and placed into production.Now that it has been in production for a while, we just got asked how long would attachment be available in topdesk. We did some research and noticed that Topdesk now has an exception that can be activated in the file maintenance option in the Responsible data management section of the Admin. The only problem for this group is that the exception can only go to 20 years. Every other groupe, we have it set to remove attachments after 5 years to save space on the servers.Question : Is there an easy way to export all the attachments of a specific Ticket related to a specific group. Instead of going in each ticket and saving each attachment? We are looking for any guidance related to this?Thanks in advanceR