Patrick Mackaaij
is a marketeer at team Worcade.
Integrating with your
customers service
management tool
Do you support other organizations? Theres a big chance that your customers have their
own service management tool. Link your TOPdesk environment to Worcade. You and your
customer can easily share information while still working in your own tool.
What is Worcade?
Worcade is a collaboration platform for service professionals. From
customer to manufacturer: everyone works together in Worcade, no
matter their tool or location of choice. This has three benefits.
All communication in one place
Your customer communicates with multiple suppliers via different
channels, like phone, email and service management tools. Your
customer doesnt have a central portal for all his information and no
real overview of all these channels. Maybe you meet your customer in
the middle and log into his service management tool. But this means
that you dont have an overview of your activities.
With Worcade you communicate through a single channel and have
all information in one place. You work via TOPdesk and the customer
has its own service management tool.
Automatic information transfer
Searching information, copying, pasting, emailing sharing data
with your customer requires some handiwork. Worcade eliminates
this. When your customer sends you a message via Worcade, a call is
automatically logged or updated in TOPdesk.
Does your customer also work with TOPdesk? Then sharing
information is done with a single click. Your customer sends requests,
actions or attachments in a call directly from their environment
to yours.
Manage your login details
Are you giving your customer access to your TOPdesk environment?
Understandable, but not ideal. Your customer needs to keep track of extra
login details and it costs you more time to keep your books. You need to
keep track of which contact persons need access, because most of the
time your customer dont keep you up to date on personnel changes.
Logging in to your customers TOPdesk environment isnt a solution either
it would just shift the problem.
In Worcade, the conversation participants automatically collaborate.
No need to log into the customers environment or vice versa.
How do you communicate via Worcade?
Your customer can initiate a Worcade conversation by sending an
email to the email address provided by you. These messages are
automatically processed in TOPdesk.
For new conversations, TOPdesk creates a call card on the name of
the original caller. The Worcade conversation is directly linked to
the new call.
 For messages about current calls, TOPdesk updates the existing
call card.
How do I link TOPdesk to Worcade?
Worcade is available for free for all versions of the new TOPdesk. In just
three steps you can link your TOPdesk environment to Worcade.
1. Configure a TOPdesk mail import
Create a mailbox on your server Worcade can send emails to.
D
 o you already have a mailbox that is linked to TOPdesk and you
would like to use for this? Perfect, move on to step 2.
No mailbox linked to TOPdesk yet? Or do you want to use a new email
address? Configure a new mail import for TOPdesk according to the
step-by-step plan on this webpage: https://worca.de/zo3yv. This plan
also describes what you need to do when you have communicated
more than one support email address to your customers.
2. Link your TOPdesk environment to Worcade
In TOPdesk, go to Functional Settings > Worcade and click Connect
to Worcade.
3. Set up a mailbox for Worcade
The email address you choose for Worcade can be set up in TOPdesk via
Functional Settings > Worcade > Mail import email address.
For a good overview of the link you can create an alias for Worcade, for
example worcade_support@yourorganizationname.com. This way, you
can automatically process email messages with rules on your mail server.
What does my customer need to do?
Does your customer also work with TOPdesk? Then the only thing your
customer needs to do is enable Worcade in their TOPdesk environment
via Functional Settings > Worcade > Connect to Worcade. After enabling,
they can start a conversation with your organization from each call card.
Does your customer use a different service management tool then
TOPdesk? They can link the tool to the platform via the public API
from Worcade.
Your customer doesnt have a service management tool? Then they
can work in Worcade.
What to do with my knowledge base and forms?
With Worcade you offer your customers an easily accessible
communication channel. At the moment, this communication does not
include any knowledge base and forms used in your organization. How
can you solve this if you do need that information?

If you have a well-maintained TOPdesk knowledge base, you want your
customers to search this system before they log a new call. Nothing needs
to change there. Ask your customers to first consult your knowledge base
before they log a call through Worcade.
Do you intensively use forms to collect important information to
quickly process a call? Then you need to consider if and when you want
to use Worcade. Do you want to make customer contact as accessible
as possible? Then you can use Worcade. Do you think its important
that a customer fills in all information for a call in one go? Then its
probably better to use forms. In this case, you can still use Worcade to
communicate with your suppliers.
Staying up-to-date
Worcade is continuously growing and developing. Stay up-to-date and
subscribe to our newsletter: https://worca.de/5c0x8.
Editorial
Download this issue and more at www.scribd.com/TOPdesk
The TOPdesk Magazine covers subjects that are topical in
the world of professional service desks in IT, facilities and
other service providing organizations. TOPdesk Magazine
is intended for managers, service desk employees, facilities
organizations and electronic city councils anyone who
is involved with supporting clients on a daily basis. This
concerns both the processes and the technology behind
these services.
TOPdesk Magazine is a TOPdesk publication,
+44 (0) 207 803 4200, editorial@topdesk.com
Editors-in-chief and copy editors: Acacia Kooij, Nicola van
de Velde
Translators: Fijke Roelofsen, Laura van Rosenberg, Nicola van
de Velde
Contributors: Meta de Best, Willem Bottema, Geert van
Damme, Wes Heemskerk, Bert Huijsen, Andr Kevenaar,
Patrick Mackaaij, Wolter Smit, Rick Wijers
Layout: Denise van Rijst, Pascal van der Stel
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 2017 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, DDC,
Delta-N, Gartner, IBIS Software, Mavim, Nexthink, OGD,
Okta, Partners in Technology, Plandatis, RES Software,
Servitect, Scope4mation, Snow Software, Testersuite,
The Backbone, TimeTell, Tools4ever, Victa