28 TOPDESK MAGAZINE - SEPTEMBER 2016

Patrick Mackaaij
is a marketeer at team Worcade.

LINKING TOPDESK
ENVIRONMENTS
WITH WORCADE
If you work together with internal and external parties that use TOPdesk as well, you
dont want to do the same work twice. With Worcade you can link TOPdesk environments.
This helps you prevent delays and copying data manually.
What is Worcade?

all new TOPdesk versions. You can activate

make adjustments to TOPdesk independently,

Worcade is a collaboration platform for

Worcade with a click on the button via

without this affecting the other party.

service professionals that lets customers

TOPdesks Functional settings. Once Worcade

and suppliers communicate more easily,

is activated, you can start a conversation

them of a new Worcade conversation. This

fun and efficiently.

with another party on the Worcade tab from

email contains a link to the conversation in

each call.

Worcade. Responses from the other party are

Thanks to the seamless integration

directly logged on the Worcade tab.

between TOPdesk and Worcade, you can

start a conversation with the other party in

The other party receives an email to inform

If the other party activates Worcade

a single click. It doesnt even matter whether

How does Worcade work?

in TOPdesk as well, they can link the

this person uses TOPdesk or not. Responses

Worcade uses data previously entered in

conversation to the new TOPdesk call. The

from both parties are directly logged on

the call, such as a short description or the

other party then sees the conversation, like

the Worcade tab on the incident card. As a

suppliers name. It only takes a single click to

you, on the Worcade tab on a call.

result, the entire conversation is stored in one

easily share additional details from the call in

location, helping you stay in control.

TOPdesk, for instance: request, action, object,

location and attachments.
Worcade works out-of-the-box, meaning

Linking Worcade conversations

automatically

Activating Worcade

you dont have to coordinate TOPdesks

If you receive Worcade conversations from

Conversations from TOPdesk via Worcade

set-up or your processes with other parties.

your customer by email, you can choose to

are available as a standard functionality in

All parties can work as they already did and

have TOPdesk automatically create a new call.

TOPDESK MAGAZINE - SEPTEMBER 2016 29

Send

You can use the TOPdesk mail import for this.

You can choose to edit the Status field on

The mail import normally updates cards

the call card, allowing you to automatically

Sending email notifications

from TOPdesk

based on the TOPdesk card number in the

remove the completed or closed status

Worcade notifies participants of changes

emails subject line. Special Worcade email

from adjusted calls. You can supplement the

to conversations by default. The email

messages are added to TOPdesk when

Status drop-down list with Changed via

messages Worcade sends contain a link to

creating a new call, which is directly linked

Worcade, for instance.

the Worcade website.

to the Worcade conversation. Customers

Moreover, TOPdesk changes the date and

TOPdesks mail import lets you notify

and suppliers no longer have to coordinate

time of the relevant call card. You can use the

operators from your own TOPdesk

communication themselves.

Event Management module to respond to all

environment. This way you can decide when

these changed fields.

to send notifications. Moreover, you decide

TOPdesks mail import adds the subject line,

addressees and text to the Action field by

the messages content. You can choose to

default. You can choose to omit these details

provide more information from the call or

to improve readability.

add a link to the call in TOPdesk.

If you want to report on the number of calls

received via Worcade, you can supplement the
Entry field with the value Worcade.

Adjusting calls in TOPdesk

TOPdesk administrators can choose to link
an operator card to the mail import, making
it clear in TOPdesk which cards have been
created or adjusted by the mail import.
Operators can see in their to-do list which
cards were adjusted by someone else. These
cards are shown in italics.

CC

30 TOPDESK MAGAZINE - SEPTEMBER 2016

Editorial
Download this issue and more atwww.scribd.com/TOPdesk

Start using Worcade today

The TOPdesk Magazine covers subjects that are topical in

the world of professional service desks in IT, facilities and

You can start a conversation with your supplier from TOPdesk

other service providing organizations. TOPdesk Magazine

in a single click. It doesnt matter whether they use TOPdesk

is intended for managers, service desk employees, facilities

or not. Activate Worcade in TOPdesks Functional settings and

organizations and electronic city councils anyone who

start a conversation on the Worcade tab.

is involved with supporting clients on a daily basis. This

concerns both the processes and the technology behind

A step-by-step instruction for setting up the mail import,

these services.

drop-down lists and events and actions in TOPdesk is available

at worca.de/1e9db.

TOPdesk Magazine is a TOPdesk publication,

+44 (0) 207 803 4200, editorial@topdesk.com

Do you have any questions about the possibilities of Worcade?

Contact us via hello@worcade.com.

Editors-in-chief and copy editors: Milou Snaterse, Nicola van

de Velde
Translators: Laura van Rosenberg, Nicola van de Velde
Contributors: Rob Haaring, Fiona IJkema, Patrick Mackaaij,
Martijn Poll, Wolter Smit, Annemarie Wolfrat
Layout: Denise van Rijst
Illustration: Frank van Klink, Martin de Rooij
Photography: Aad Hoogendoorn, Menno van der Bijl

A print run of 10,000

Quarterly magazine
Languages: Dutch, English
Copyright 2016 TOPdesk. Although this publication has
been produced with the utmost care and attention, the
writers cannot be held responsible in any way for any
damages that may occur due to errors and / or deficiencies
in this publication.
Official TOPDesk partners: 3Fifty, AskRoger!, Bomgar,

Should your supplier use a different

service management application, we
are more than happy to discuss the
possibilities with you.

DDC, Delta-N, Gartner, IBIS Software, Mavim, Nexthink,

OGD, Okta, Partners in Technology, RES Software,
Servitect, Scope4mation, Snow Software, Testersuite,
The Backbone, TimeTell, Tools4ever, Victa