*IMPORTANT: This page is currently under construction and may not have videos attached*
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 e-mail to callers when they register a call, you can create an action (confirmation e-mail) 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 II of the tutorials contain the following videos:
How to Customize the Look and Feel of e-mails:
This video explains how to adjust emails to the look and feel of your organization. Using HTML code, colours and other visual aspects of your emails can be adjusted directly in TOPdesk.
How to Modify Action Settings:
This video explains how actions can be modified in the action settings. In the action settings, you can change the conditions under which the action is completed. For example, the settings can be modified so that operators have to confirm an email action before the email is sent.
How to Create an Action Sequence:
This video explains how to adjust emails to the look and feel of your organization. Action sequences are typically used to communicate with third party tools, process the response, and update the information in TOPdesk. It is also possible to create an internal action sequence. By automating (parts of) the workflow, action sequences can improve efficiency. For example, action sequences can be used to close incidents automatically when their status changed to ‘solved’. Use Developers.topdesk.com for documentation on API’s and My.topdesk.com knowledge items on action sequences and API’s.
