The TOPdesk Self-Service Portal is the virtual service desk of your organization. Using forms, customers can easily ask questions, register incidents, and make requests. You can communicate with your customers about their calls, and inform them about products and services. In the SSP, customers can use FAQ to solve their own calls immediately, review closed calls or track the progress of active calls. This saves time and effort for both customers and operators. Part I of the Self-Service Portal tutorials contain the following videos:
How to Create a Service Part I:
This video explains how you can create a service in the Self-Service Portal. In the Self Service Portal, you can offer services that (certain) customers can book by filling out the linked form. For example, if your organization offers a lunch service for meetings, this service can be booked on the SSP by filling out the ‘lunch service’ form. Forms can be customized according to your preferences, so that the displayed information and fields guide appropriate use of the service.
How to Create a Service Part II (example):
This video gives an example of how a service can be created in the Self Service Portal. In this example, a printer service is created.
How to Create a Form Part I:
This video explains how to create a Self Service Portal form. A form allows you to shape your service by adding information and asking certain questions to the customer. For example, a customer may only be allowed to book a lunch for meetings with 6 or more people, a fact that can be checked on the form. This way, the forms define (the use of) the services you provide, prevent disappointment and make it easier for operators to process the call.
How to Create a Form Part II (example):
This video gives an example of how a form is created. In this example, an incident form is created for reporting printer malfunctions.
