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TOPdesk's Call Management makes it easy to process incoming calls.
When you receive a call about a malfunction, use the Quick Launch Bar to go to the Caller Card.
While you talk to the customer, make notes about
the call, which happens to be a printer malfunction in this example.
At the bottom of your screen you can see all the customer's previous calls.
You can also immediately see whether the call is part of a larger call.
Create a new call based on your notes.
Once you have ended the conversation, you can process the incident in TOPdesk with ease.
This call concerns a printer with the common error 9090,
so TOPdesk automatically fills in the category.
You simply indicate the printer in question.
Now you determine the planning for processing this printer malfunction.
This lets operators register their time and ensures the customer knows
when to expect a solution.
Click on Save. You can update the caller on the status of their call via email.
You can find the printer malfunction you just registered
among your first line calls.
Printer malfunctions are common. This is why you can use a standard solution.
Click on the light bulb icon to access a list of solutions for common problems.
Select the desired standard solution and add it to the call.
You do not need to type at all.
Once you are done with this call, click on Save.
Finally, you can indicate which rate applies to your time spent.