Action Management

In TOPdesk, you can set up specific moments to trigger an action. For example, when you want to notify a caller that their call has been resolved, you can send an email (the action) that triggers when you close the call (the specific moment). These moments are referred to as events in TOPdesk, and what these events trigger are called actions.

Events and actions are incorporated in all processes in TOPdesk. You can set up events and actions for basic notifications, such as sending out an email or creating a log entry. They can also be used for specific applications, such as generating formatted documents or specific mobile alerts for operators. Frequently used examples will be explained in this manual.

In Action Management, you can automate your operator’s workflow by combining events and actions. For example, if several people need to be informed when a new call is registered, you can set up events and actions to do so. In this example, creating a new Call card would be the event. The first action is sending an email message to the operator; the second action is sending an email message to the call‘s caller.

You can also trigger actions manually from the context menus next to a number of fields on TOPdesk cards (Operator section only). Use manually triggered actions at moments when nothing else is changed on the card, for example if you want to request more information from the caller while you are processing their question.

In general, actions are found in the Action Explorer or Automated Actions overview. For Asset Management, actions are located in the Asset actions block on the Asset Management module page or the Automated Actions on the Action Management module page.