Manual - Topdesk

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TOPdesk CRM Configuration

Notes

  • Does not apply.

Configuration in CRM application

The administrator needs to configure first an Application Password in TOPdesk. Go to My Settings and click on Add.

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This Application Password will only show once, so copy the password and save it.

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Configuration Bubble Software

Login as the user in the Bubble software. Go to CRM Connectors in the navigation bar on the left side, select the desired CRM integration by double clicking on it (please note that a CRM-application is activated if it has a blue frame around it).

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Then fill in the Domain you can find in the navigation bar of your browser. 

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Enter your Username and Application Password you obtained from Topdesk, click on Verify and then on Save.

You can chose the entities that needs to be searched by checking the checkboxes.

You are now ready to configure the Notifications.

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Easy roll out to other users

With the Clone Profiles module under the tab Bubble (in your partnerportal portal.redcactus.nl) it is possible to roll out a configuration to all selected people at the same time. This gives you as much configuration time for 1 user as for 1,000 at the same time. Please note, this is an exact copy of the profile. Because you have entered specific user data for this configuration, it will normally also be copied to other users, what should not happen. To prevent this, you can create your own template so that all user-specific settings are placed under the correct account. You can follow the instructions in this Knowledgebase item to create your own template . Check knowledgebase ( Clone Profiles )



Index

TOPdesk CRM Configuration

Configuration in CRM application
Configuration Bubble Software
Easy roll out to other users

Features

Outbound call possibilities CRM

Click to dial from CRM
Start an outgoing telephone call with one mouse click from your CRM application or any website.

Hotkey dial from CRM
Is a phone number not clickable in your CRM? With this function you can still make a call.


Integration features

Multi result pop-up
Does a phone number occurs multiple times in your CRM application? Click directly to the next result. Do you need this feature but is it not yet available for your integration? Please contact us.

Call registration
Call information can be recorded directly in your CRM under the customer card. Do you need this feature but is it not yet available for your integration? Please contact us.

SearchBar
Search CRM contact information from the 'SearchBar' desktop toolbar. From here you can open the customer card, start a phone call directly, send an email/WhatsApp/Microsoft Teams message or view the call history. Do you need this feature but is it not yet available for your integration? Please contact us.


Integration type

Realtime API (user based)
Authentication with CRM application at user level. Please note, if you want to clone the profiles to other users in the organization, the user data will be copied also. To prevent this, you can request a clone template from us that does not copy these values.


Pop-up type

Bubble pop-up
Make use of all the functionalities that Bubble has to offer you


Action Buttons

CRM specific buttons
CRM specific buttons to, for example, open customer card or initiate other actions. See tab 'buttons'.


Standard Bubble pop-up functions

Remote Dialer
A remote dialer is always available on your desktop so that you can start a call quickly and easily.

Pop-up notification
With an incoming, outgoing and forwarded call, an immediate notification with customer information.

Content pop-up customization
Determine the content of the pop-up per user, department or organization with info from your CRM application.

Screen & position customizable
Working with multiple screens? Decide at which screen and in what position you want to see the pop-up.

Single sign-on
No need to remember multiple passwords, login with your Microsoft, Google or Apple account.

Auto-hide
Indicate whether you want the pop-up to remain or to disappear automatically after x time or action.

Multi-languages
Determine the language of the content in the pop-up by adding the words in the language of your choice.

Mute
Mute the pop-ups for a while? Mute the notifications with a simple mouse click until you turn them on again.

Hide internal callers
Don’t want to see a pop-up when a colleague calls you internally? Possibility to turn this function on or off.

Sorting result
Prefer to show contacts first instead of companies when using ‘multi-result’? Decide the order yourself.

Callback request button
No more typing callback requests, but emailing the customer data directly to your colleague via a button

Email button
Do you want to send the caller an email during a telephone conversation? Activate then this button.

To copy button
With the copy function, you have a button that allows you to directly copy data to your clipboard.

Custom action button
Do you have other wishes? Configure a custom button to your liking (e.g. call a specific URL or an .exe)

Click to dial
Start an outgoing telephone call with one mouse click from any website.

Hotkey dial
Is a phone number not clickable in your CRM? With this function you can still make a call.

Recall conversations
In one click, the completed conversation popups can be retrieved to show the information again.

Call back
You can recall the phone number again directly from a ‘retrieved pop-up’ with a simple mouse click.

Talk duration timer
During a phone call, a timer is visible in the pop-up where the duration is displayed in seconds.

Call history
Display the name of the colleague who last spoke or tried to call the caller in the past 3 months.

Call notes
Immediately record your conversation info in a note so that all information is visible to your colleagues.

Multi-tenant mode
With this function you are able to be logged in with multipleaccounts at the same time from one workplace.

Multiple profiles
You can configure multiple profiles so that you as a user are able to switch quickly to another profile.

Updates
With a Bubble license you are always entitled to the latest functions that can be installed with one click.

Native Windows applicatie
Bubble is available as a native software application for Windows.

Native macOS applicatie
Bubble is available as a native software application for macOS


Buttons

Below is the list of available buttons. These are both CRM specific- and generic Bubble functions. Think about invoking a specific URL or script, opening an e-mail or making a callback request. Call Control is only available if your telephony platform supports it.

  • Open Relation
  • Open Person
  • Open Incident
  • Open Branch
  • New Incident
  • Custom Action (standard button)
  • Send E-mail (standard button)
  • Callback request (standard button)
  • Call Control (standard button)*
  • Send WhatsApp message (standard button)
  • Send Microsoft Teams message (standard button)

Parameters

Determine the content of the pop-up per user, department or organization with information from your CRM package. Below is the list of parameters available from your CRM software.

  • topdesk_name
  • topdesk_incident_id
  • topdesk_incident_status
  • topdesk_incident_number
  • topdesk_incident_request
  • topdesk_indicent_brief_description
  • topdesk_incident_externalNumber
  • topdesk_incident_category
  • topdesk_incident_subcategory
  • topdesk_incident_calltype
  • topdesk_incident_entrytype
  • topdesk_incident_operator
  • topdesk_incident_operator_group
  • topdesk_incident_urgency
  • topdesk_incident_priority
  • topdesk_incident_duration
  • topdesk_incident_target_date
  • topdesk_incident_creation_date
  • topdesk_incident_processing_status
  • topdesk_person_id
  • topdesk_person_email
  • topdesk_branch_id
  • topdesk_branch_name
  • topdesk_person_status
  • topdesk_person_sur_name
  • topdesk_person_first_name
  • topdesk_person_firstt_initials
  • topdesk_person_prefixes
  • topdesk_person_birth_name
  • topdesk_person_title
  • topdesk_person_gender
  • topdesk_person_language
  • topdesk_person_job_title
  • topdesk_person_employee_number
  • topdesk_person_client_reference_number
  • topdesk_email
  • topdesk_branche_id
  • topdesk_branch_specification
  • topdesk_head_branch
  • topdesk_attention_id
  • topdesk_attention_name
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