28 TOPDESK MAGAZINE - JUNE 2017
tips + tricks
Setting up flexible opening hours per call
Do you strive to provide perfect services? Dont leave your
customer stranded in front of a closed door. Record the
opening hours of your sewrvice desk on a service window
card in TOPdesk. This way, you create a service window in
which calls are processed. When you indicate a duration in
a call, TOPdesk takes this service window into account when
determining the target date.
Did you agree with your customers to process certain calls
outside regular opening hours? In the latest TOPdesk you can
easily offer a different service window in a service per priority.
This means that a call with high priority can be processed
outside office hours, but that normal calls are only processed
within office hours.
Via the Contract Management and SLM module you can easily
change the service window per priority:
1. Go to Modules > Contract Management and SLM >
Service levels
2. Open a Service Level card
3. Fill in the Priority matrix
4. Indicate a service window for each filled-in priority
www.topdesk.com
Staying up-to-date on status
of search indexes
Quickly want to find a card, like a call or operator, in TOPdesk?
Use the TOPdesk search function. You can find this option in
de quick search bar under the magnifying glass icon.
TOPdesk generates automatic search indexes to ensure the
search function works correctly. Is this not the case? Then
the search function is unavailable. You can see this when
the search field turns red and has a red border.
Do you as operator want to know when the search indexes
are generated incorrectly? Fill in your email address and
automatically receive an email when a search index can
not be generated.
1. Go to Technical Settings > Search > General: Search index
2. Fill in your email address under Email address for
failing index
3. Save the settings
To send an email, you need to have set up an SMTP server
for TOPdesk.
Do you have a SaaS solution? Then TOPdesk monitors if the
search indexes are performed correctly for you. You dont
(and cant) set up an email address.