How do you help your helpdesk? When questions and requests are coming in left and right, the call management module helps your operators stay on top of things. Call management makes it easy to register, categorize, prioritize, escalate, assign, solve and answer calls as they come in. Simply create an incident card, fill out the most important information and click save. We have the following call management tutorials:
How to Change the Name of the Module:
This video explains how to change the name of a module. Depending on the terminology of your organization, a call, incident or ticket can mean different things. To make it easy for operators and customers, you can customize these terms to match your internal terminology.
How to Make Fields Mandatory and Visible:
This video explains how fields on (call management) cards can be made visible and/or mandatory. When a call is registered, certain fields need to be filled on the incident card. For example, the name of the caller and the type of incident. In TOPdesk, you can decide which fields are shown on the card, and whether these fields are required or optional.
How to Edit a Dropdown Menu:
This video explains how to add, archive, delete or adjust a value in a dropdown list in TOPdesk. In TOPdesk, you can customize the dropdown fields, so that the options offered in the dropdown list match the situation in your organization. For example, if calls come in by e-mail, telephone and self-service portal, but never through other entries, you can edit the ‘entry’ dropdown menu so that only the relevant options are displayed on the incident card.
