Handling a Call / Incident

Once a call has been registered, an operator can handle the call. On this page you will find information how to handle calls within TOPdesk. This contains adding actions to a call, dispatch a call to another team or individual (operator group or operator) and add a file to a call.

• How to add an action to a call + make invisible for caller

  A call has been dispatched to you. You have handle the call. This video explains you how to add a action to a call. This action is also visible for the end user (caller) via the Self Service Portal. If you want to add an action, which is not interesting or useful to share with the end user, you can make use of the 'make invisible for caller' checkbox.

• How to attach a file to a call

  This video explains how to attach a file to a call. You can upload files and attach them to calls. You can also see a summary of the files attached to a call.

• How to close a call

  This video demonstrates a call being closed and an automatically generated outgoing email action. Using the Actions & Events module, you can create an (email) action that is triggered when a call is closed, for example. In this video, we see an email action triggered by the closure of the call which notifies the caller that their call has been closed.

• How to apply a standard solution to a call

  This video explains how to apply a standard solution to a call. Standard solutions are used in TOPdesk to help operators register and resolve calls in record time, using predefined templates.