What’s New in TOPdesk: our February launches
Welcome to our new Product Update blog! We decided to move away from our traditional newsletter format. Why? So you can dive into our monthly updates through in-depth explanations, engaging videos, and added resources. With that said, there’s plenty of new stuff to explore this month. Check out every new release in TOPdesk!
The Great Task Board Revision
Looking to get a better overview of all your upcoming tasks in TOPdesk, and support on how to prioritize them? The Task Board is your go-to feature. But you probably noticed it was time to update its look and feel. That’s why our development team modernized the Task Board, based on our new design system.
New look, new features
Just revamping the Task Board wasn’t enough—we also included your feedback about what the new Task Board should look like and how it should work. In the first version, you’ll notice brand-new filters for operators and operator groups, as well as the option to filter calls and operational activities by branch. You can now also view tasks like you were used to, or in a more compact table format.
These are only the first steps. Stay tuned to see how our next launches give you an even better overview of your tasks. So, in the end, you only need one solution for overseeing your work.
How to start using the new Task Board
Want to try it out? Switch to the new version by clicking the button in the banner at the top of the Task Board. Since you’re not using the final version yet, you can still switch back to the old one.
Future improvements
If you switch back, you’ll see the option to share your feedback about the new Task Board. In the upcoming months, we’ll use your feedback to keep developing this feature.
Experience a user-friendly Knowledge Management workflow
Within the new version of Knowledge Management, you can now share information more easily with your colleagues and customers. Our latest update allows you to quickly copy the link to a Knowledge Item from the suggestions widget or the Knowledge Base Index search results—both for the operator section and the Self-Service Portal.
Want to say goodbye to the old Knowledge Management? Turn on the new version via the banner on the Knowledge Management module page, and discover the improved rich text options and more intuitive workflows.
Improving your person imports
To deliver the best services possible, your operators need an up-to-date list of the people they should be helping out through TOPdesk. This ensures that the right people can ask questions and that your operators have the right information to answer them effectively. With our import functionalities, you can get this data into TOPdesk in just a couple of steps. And now, we’ve rolled out a few updates that will give you even more control over this process.
Securely import sensitive information into your person cards
The first important change is the new Person (personal and contract data) card type in the Supporting Files import. This option allows you to import the regular Person card, but also includes fields from the Private and Contract tabs, such as a person’s home address and contract details. These fields weren’t available before and often contain sensitive information that only specific employees are allowed to see. That’s why only operators with write permissions for the two tabs will be able to set up an import for this card type.
Do you want to add this extra information to the person imports you’ve already set up? Simply follow these steps:
- Select your import in the imports overview.
- Click Edit to open its configuration. Alternatively, click Copy if you want to create a new import next to your existing one.
- In step 1 (Target), set the card type to Person (personal and contract data).
- Add the new fields to your import via step 3 (Field mapping).
Additional options for importing manager data
We’ve also improved the process for importing manager information in person imports. When you use an import to update a person’s manager, you have to provide a unique value to identify that manager. Since the existing options didn’t cover all the possible unique keys, we added all text fields now to this list.
Also, you can now specify in your import which requests a manager should be able to approve within TOPdesk.
Better user experience for managing Entra ID connections
Microsoft Entra ID is a common solution for identity and access management that you can easily integrate with TOPdesk. Setting up this integration isn’t a daily task, so managing it should be as intuitive as possible. That’s why we fixed a few user-experience flaws. For example, you can now adjust the field mapping of an existing import without first opening the connection settings. Also, providing and reusing connection details became more user-friendly.
Simplify your mail import workflow
With TOPdesk’s mail import functionality, you can add any emails you receive from specified mail folders to TOPdesk as a call or change request, categorizing and assigning them appropriately. This allows you to set up a detailed system that automatically creates and updates tasks for various teams. To help you reduce repetitive work, we’ve introduced two key improvements:
- Copy a mail import configuration: as your organization grows, so do you mail import needs. Do you need to set up an import for a new team? Or did you create a new folder for high-priority emails? Simply copy an existing mail import, tweak it where necessary, and you’re good to go!
- Export mail import statuses: export a complete overview of all your mail imports to an XLSX file with the click of a button—including their last execution status.
How to avoid clutter in Asset Management
Are you responsible for getting a clear overview of your organization’s assets? The key to a solid Asset Management process is to only see and to easily find the information you and your team need. The following features help you do exactly that.
Archive unused asset templates
Some asset types may become irrelevant to your organization. Or you might change how you categorize your assets into templates. Either way, you need the tools to clean up your Asset Management without losing important historical data. That’s why we introduced the option to archive asset templates.
This new update pairs well with the Fields panel we’ve recently added to Asset Management. This panel shows all the fields you’ve created—and the templates you’re using them in. Together, these tools help you determine which fields and templates are irrelevant.
Upgraded asset filtering
You’ve probably noticed that we’re adding new filters to your asset overview almost every week. The following filters are the latest additions:
- Filter your Stock rooms on Stock ID and your Asset overview on Asset ID. This option provides a more focused way of searching for stocks and assets, in addition to the search bar that looks through other fields as well.
- By using the filters in the Stock rooms overview, you can now also filter by linked asset types. Once you select an asset type, a new column is added to the overview, showing you the number of linked assets of that asset type.
- Find all assets that can or can’t be reserved by checking out the block of reservation filters in the new panel.
Can’t find the new filtering panel? Toggle on the Show new filters bar to enable the beta version.
Other updates
Get a clear view of your repeating steps
In Automated actions, repeating steps allow you to repeat one or more steps a set number of times. We implemented the possibility to change the name of a repeated step. Not only does it give you a better overview when working on the action, it’s also useful for troubleshooting. If a repeating step fails, the new name you’ve given it will appear in the logs, making it much easier to identify and fix any issues.
Making OData reporting more comprehensive
We’ve added many new fields to the OData feed across various parts of TOPdesk, including services and locations. To get a full rundown of all the additions, head over to the release notes page and filter by Reporting.
Enjoy a sneak peek of the new SSP Incident card
No TOPdesk solution is more crucial for customer experience than the Incident card in the Self-Service Portal. Why? Because that’s where you and your end users talk to each other. That’s why our team is focusing on modernizing this experience—creating a new interface that works on any device, offering more rich text options, and allowing you to add inline images to conversations in no time. At the same time, redesigning this card sets the stage for future improvements.
If you want to give your users a sneak peek of the new Incident card, you can fill out this form on My TOPdesk (only for SaaS Main Contacts, and TOPdesk version 15.02.010 and higher). Once we’ve processed your request, your end users will see a banner at the top of their incidents, letting them open their requests in the new design. The sneak peek also contains a feedback form, so you can let us know your ideas about this new card.
For more information, see our activation form on My TOPdesk.
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