In TOPdesk you can define Events (the when) that trigger a certain Action (the what). This allows you to create certain rules that match your particular workflow. For example, if you would like to send an automated confirmation email to callers when they register a call, you can create an action (confirmation email) and link it to this event (new call registered). In the following tutorials, you can find out what else you can do with events and actions. Part I contains the following videos:
How to Create an Event:
This video explains how you can create events in TOPdesk. Events are defined as card changes in TOPdesk. So, whenever a card is created, deleted, changed from first- to second-line incident, archived, activated, or changed in some other way, you can set up an event that responds to the card change.
How to (de) Activate Emails in TOPdesk:
This video explains how automated email actions can be activated and deactivated in TOPdesk. In order for an email (action) to be triggered in a certain event, the automated email needs to be activated in the Action Management module.
How to Link Events and Actions:
This video explains how emails can be activated and deactivated in TOPdesk. In order for an email (action) to trigger a certain event, the event and action need to be linked. An event can be linked to, and thus trigger, multiple actions and visa versa. For example, when a new call is created, this could trigger two separate emails actions: (1) a confirmation email to the caller and (2) a task notification to the assigned operator.
How to Edit an (Email) Action:
This video explains how to customize emails in TOPdesk. In TOPdesk, you can edit the content of your emails using HTML code or the in-tool email editor. Using the in-tool email editor, you can change text directly and insert fields that contain the information you would like to display. For example, you can change ‘Dear Mr Smith’ into ‘Dear John’ by selecting the [first_name] field on the callers’ person card instead of the [last_name] field.
