Description

Looking for a way to keep track of your TOPdesk operators’ availability and streamline your incident management process?

If so, you’ll be happy to have found this integration with Exchange Online that synchronizes users automatic reply status to their TOPdesk operator profile as an attention to visually indicate if the given operator is unavailable.

For service desk managers who want to optimize their workflows and ensure that incidents are handled by the right operators at the right time.

With this integration, you can easily see which operators are currently “Out of Office” and when they are expected to return.

You can also utilize the integration to expand your automation processes, for example re-assign all incidents that are assigned to operators who are currently “Out of Office” back to the incidents assigned operator group. This way, you can avoid delays in resolving incidents and improve customer satisfaction. While also reducing the workload of your operators who are on leave and prevent them from being overwhelmed by a backlog of incidents for when they return.

With this integration, you can:

– See a colored dot next to the assigned operator that indicates they are unavailable.

– Hover over the dot to see a tooltip with more details about the operator’s status and expected return date.

– Use the attention feature to filter and sort your operator overviews by their attention value.

– Set up automations to reassign incidents that are assigned to unavailable operators back to their operator group. This way, you can ensure that no incident is left unattended and improve your customer satisfaction.

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