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The ability to send customized emails is one of the most powerful and popular features in TOPdesk. But are you really getting the most out of what TOPdesk has to offer?
TOPdesk enables you to create professional, standardized messages using fixed details.
When you examine this template, would you say that the information needs of the email recipient have been taken into account? Is the recipient able to click through to the relevant cards in TOPdesk? Is the font easy to read, and is it in keeping with your house style? Can the user quickly process the emails in the way they want?
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TOPdesk enables you to create professional, standardized messages using a template feature which incorporates fixed details. As a result, paying a bit of extra attention to detail when composing these messages will ensure a smoother communication flow, and work will less frequently grind to a halt. The tips in this article will give you the boost to get to work on your own; however, you could also invite a consultant to help you, and, in doing so, make great progress within just a day.
Most of our customers have access to the Events Management module, which enables you to professionalize your emails. This module can also initiate HTTP requests, carry out file commands and take care of additional logging. Although the module is not available for TOPdesk lite, you can still professionalize your emails in TOPdesk.
from TOPdesk, you can add a reference to relevant cards so that these cards can be opened directly from within the email, via both the Self Service Desk and the operators section. In addition, you can attach
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content from the card itself to the email; for example, information retrieved from the Request field of an Incident Card.
You can refer to these specific fields from within the emails, which are summarized under System > System fields. You can easily change the address of the TOPdesk server by calling it up in the same way. This is useful if you use an acceptance and production environment for TOPdesk.
In TOPdesk you can send an email from various cards; you can set up these standardized emails yourself.
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To view the layout options for a field, first left-click on the name of the merged field. Subsequently, right-click the mouse and choose Layout. Its possible to do more; the presentation of date stamps in memo fields in TOPdesk, starting from version 4.2, can be adjusted in this way. In addition, you can display merged fields entirely in either lower case or UPPER CASE. To do this, encase the merged field with \a and \A or \A and \a respectively. To ensure that emails are in keeping with your house style, you can incorporate a logo. Technically speaking, you can make the logo available via a server on the internet, and then create a reference to it from the HTML layout in the email. You can also send the image as an attachment with the email, and refer to it as follows: <img src=cid:[ image name ]> Upon receipt of an email, most email programs display at least the name of the sender and the subject heading. If you wish to display not only your own email address, but also your company name (for example TOPdesk Support), under your email, you can set the senders address as follows: TOPdesk Support support@TOPdesk.com.
Do you use TOPdesk SAAS? Very soon, you will be able to fine-tune your emails yourself. Until then, its a good idea to prepare for the adjustments, and to then implement them together with a TOPdesk consultant on location.
ENSURE THAT EMAILS ARE IN KEEPING WITH YOUR CORPORATE IDENTITY BY INCORPORATING A LOGO
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