quarterly product update january 2020 · success. #tasks, things & knowledge #service...

Quarterly Product UpdateJanuary 2020

Who are we?

Niels Uiterwaal

Product Owner

Marco Tonino

Product Owner

It’s a lot of content – you can check everything later

You can ask questions via the chat. We will answer them afterwards via email.

Heads-up

Product Vision Driving an excellent service delivery

around the workplace as a

prerequisite for organization’s

success.

#Tasks, Things & Knowledge

#Service Architecture

#Time-to-Market

The Ecosystem

#Marketplace

#API’s

#Partner Solutions

#End-to-End Service chain

#Devops & Agile

#Radical Transparancy

Customer Centric

#Customer Journey

#Personalized Experiences

#Omnichannel

Self-Reliance

#Low-code/No-code

#Self-service

#Smart guidance

Foundations Collaboration

Foundations

#Tasks, Things & Knowledge

#Service Architecture

#Time-to-Market

The Ecosystem

#Marketplace

#API’s

#Partner Solutions

Collaboration

#End-to-End Service chain

#Devops & Agile

#Radical Transparancy

Customer Centric

#Customer Journey

#Personalized Experiences

#Omnichannel

Self-Reliance

#Low-code/No-code

#Self-service

#Smart guidance

A powerful set of ESM essentials, the building blocks of TOPdesk.

Foundations

#Tasks, Things & Knowledge

#Service Architecture

#Time-to-Market

The Ecosystem

#Marketplace

#API’s

#Partner Solutions

Collaboration

#End-to-End Service chain

#Devops & Agile

#Radical Transparancy

Customer Centric

#Customer Journey

#Personalized Experiences

#Omnichannel

Self-Reliance

#Low-code/No-code

#Self-service

#Smart guidance

Collaboration is key to delivering excellent services,and not confined to the walls of your organization.

Foundations

#Tasks, Things & Knowledge

#Service Architecture

#Time-to-Market

The Ecosystem

#Marketplace

#API’s

#Partner Solutions

Collaboration

#End-to-End Service chain

#Devops & Agile

#Radical Transparancy

Customer Centric

#Customer Journey

#Personalized Experiences

#Omnichannel

Self-Reliance

#Low-code/No-code

#Self-service

#Smart guidance

Guiding organizations to a customer centric service delivery.

Foundations

#Tasks, Things & Knowledge

#Service Architecture

#Time-to-Market

The Ecosystem

#Marketplace

#API’s

#Partner Solutions

Collaboration

#End-to-End Service chain

#Devops & Agile

#Radical Transparancy

Customer Centric

#Customer Journey

#Personalized Experiences

#Omnichannel

Self-Reliance

#Low-code/No-code

#Self-service

#Smart guidance

Our software is a means to an end: providing an excellent service experience.

Foundations

#Tasks, Things & Knowledge

#Service Architecture

#Time-to-Market

The Ecosystem

#Marketplace

#API’s

#Partner Solutions

Collaboration

#End-to-End Service chain

#Devops & Agile

#Radical Transparancy

Customer Centric

#Customer Journey

#Personalized Experiences

#Omnichannel

Self-Reliance

#Low-code/No-code

#Self-service

#Smart guidance

Stronger together.

#Tasks, Things & Knowledge

#Service Architecture

#Time-to-Market

The Ecosystem

#Marketplace

#API’s

#Partner Solutions

#End-to-End Service chain

#Devops & Agile

#Radical Transparancy

Customer Centric

#Customer Journey

#Personalized Experiences

#Omnichannel

Self-Reliance

#Low-code/No-code

#Self-service

#Smart guidance

Foundations Collaboration

State of the productBut first…

+ Staged roll-out improvements, including feedback-loop to development

+ Availability recovered to 99.98%

State of the product

+ Real-world usage metrics

+ Not there yet, priority number one

+ Asset imports from more than 5 minutes to less than 1

Q1

TOPdesk will go down for scheduled maintenance at 11:17 CET, please save your work. You’ll be able to reach TOPdesk again after approximately 10 minutes.

+ Infinite progress trails due to email-loops no longer break the card

+ Loading the SSP from 45 seconds to 2

+ Database filters optimized

+ Maintenance notification in TOPdesk

State of the product examples

Q1

#Tasks, Things & Knowledge

#Service Architecture

#Time-to-Market

Foundations

Accessible SSP

Mobile incidents

Workflow checklists: tasks

+ Basic interface, made for mobile

+ Replaces partial incidents (which remain available)

Workflow checklists: tasks

+ Will be made available on first line incdents

Q1

+ Basic interface, made for mobile

+ Replaces partial incidents (which remain available)

Workflow checklists: tasks

+ Will be made available on first line incdents

Q1

+ Basic interface, made for mobile

+ Replaces partial incidents (which remain available)

Workflow checklists: tasks

+ Will be made available on first line incdents

Q1

+ Set an example

+ WCAG 2.1

+ Support end-users with disabilities

Accessible SSP

Q1

+ Taking pictures and adding attachments

+ Solve incidents on site

Mobile incidents

+ Checking, updating, closing incidents

Q1

#End-to-End Service chain

#Devops & Agile

#Radical Transparancy

Collaboration

Kanban board: Changes

Next working day

Automatic ticket assignment

Q1

+ Most popular roadmap item

+ Combine changes and incidents in one view

Kanban board: Changes

+ Available in Labs

Q1

Q1

+ Popular TIP request

+ Better match with real-world agreements

+ Ticket needs to be completed before the end of a specified working day, regardless of registration time

Next working day

Available

Available

+ Popular TIP request

+ Better match with real-world agreements

+ Ticket needs to be completed before the end of a specified working day, regardless of registration time

Next working day

Next working dayRistretto – StefanO

Binnen!

Available

+ Popular TIP request

+ Better match with real-world agreements

+ Ticket needs to be completed before the end of a specified working day, regardless of registration time

Next working day

Q1

+ Automatically assign to the right operator group

Automatic ticket assignment

+ Operators in this group are available or not

+ Tickets get distributed evenly

+ Get possibly related incidents suggested

Incident affiliation

+ Machine learning

+ Available soon in Labs

Q1

Customer Centric

#Customer Journey

#Personalized Experiences

#Omnichannel

Forms: edit history

Public forms

Chat improvements

+ to help operators with tracking who and when made an edit on a form

+ Release 1 2020, On Premise

+ an audit trail-like history of edits of forms in the Form Designer

Forms: edit history

Public forms

+ A lot of ESM cases fall outside the normal organization

+ Available in Labs

+ Forms available for users outside of the self-service portal

+ A lot of ESM cases fall outside the normal organization

+ Available in Labs

+ Forms available for users outside of the self-service portal

Public forms

+ Researching how to implement chat channels

+ Still in Labs

+ Stability and performance

Chat improvements

Labs

The Ecosystem

#Marketplace

#API’s

#Partner Solutions

Incident API: fields

Change Management API extended

Meeting overview

Office App

Outlook room booker (scope4mation)

Buildium controls (Priva)

+ $fields deprecated

+ Improved performance for lists of incidents

Incident API: fields

+ fields behaves as $fields with use_standard_response=true

9.12.014

+ More functionality covered with the API

Change Management API extended

9.12.014

9.7.1

+ No more login needed to show the meeting overview

Meeting overview

Available

+ Available on our marketplace

+ Book meeting rooms via your mobile device

Office App: reserve a room

+ Globally synced with TOPdesk, Outlook, room sensor, etc

Available

+ Available on our marketplace

+ Book meeting rooms via your mobile device

Office App: reserve a room

+ Globally synced with TOPdesk, Outlook, room sensor, etc

Available

+ Again, synced to TOPdesk

+ Quickly and easily find the room that suits your needs

Office App: find a room

+ See availability in real time

Available

+ Again, synced to TOPdesk

+ Quickly and easily find the room that suits your needs

Office App: find a room

+ See availability in real time

Available

+ Reports directly into TOPdesk

+ Easily report any problem in your office on your device

Office App: maintenance request

+ AI tool of Office App automatically recognizes the issue

Q1

+ TOPdesk and Outlook in sync

+ Q1 for SaaS and On-Premise

Outlook room booker (scope4mation)+ Support for recurring reservations

Pilot Q1

+ We are looking for pilot customers

+ Report indoor climate issues

Buildium controls (Priva)

+ Scan the QR code

Phew…

Roadmap productroadmap.topdesk.com

UserVoice tip.topdesk.com

Marketplace marketplace.topdesk.com

Release notes releasenotes.topdesk.com

Update blog blog.topdesk.com/updates

Webinars page.topdesk.com/webinars

More information

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