Registering a Call / Incident

Most of the operators are responsible for registering and handling all sorts of calls within TOPdesk. You can think of registering malfunctions/ incidents, service requests, complaints and information request. On this page you will find instructions how to register a new call, as an operator in TOPdesk.

• How to register a first-line call as operator

  This video explains you how to register a first line call within TOPdesk. You need to fill in the name of the caller, some details about the call and the target date. Besides that, it is important to dispatch the call to the right operator group, who will be responsible for handling this call.

• How to escalate a call

  This video shows you how to escalate a first line call into a second line call. Most of the times, operator groups such as a reception desk and a service desk are part of the first line. Back office operator groups are second line operator groups.

• How to register a second line call as operator

  When a call comes in, and you know that a second line operator needs to solve the call, it is possible to register a second line call immediately. This video explains you how.

• How to set/change the operator or operator group of a call

  This video demonstrates how to change the operator or operator group of an open call. You can always change or reassign a call to a different operator or operator group.