7 Tips to Get the Most Out of TopDesk Today

7 Tips to Get the Most Out of TopDesk TodayTopDesk can streamline service management across IT, facilities, HR and more — but getting the most value requires thoughtful configuration, adoption and measurement. Here are seven practical, high-impact tips to boost efficiency, reduce backlog, and improve user satisfaction with TopDesk today.

1. Align TopDesk with your processes (don’t force-fit your processes to the tool)

TopDesk is flexible; treat it as an enabler of your workflows rather than a one-size-fits-all solution. Start by mapping core processes (incident, request, change, problem, asset management) and identifying variations by department. Configure TopDesk states, categories, priorities, and SLAs to reflect those processes.

• Standardize common request types and templates so handlers receive consistent information.
• Keep the initial configuration simple; add complexity only where it adds clear value.
• Use workflows and triggers for routine state transitions (e.g., auto-assign when a priority is high).

This reduces human error, shortens handling times, and makes reporting meaningful.

2. Optimize the self-service portal and knowledge base

Empower users to solve simple issues without contacting the service desk.

• Build a concise, searchable knowledge base with step-by-step how-tos and screenshots for frequent issues.
• Surface relevant articles in the portal and during ticket submission (TopDesk can suggest articles based on keywords).
• Create user-friendly request forms that guide users to the right categories and collect required details up-front.
• Monitor which articles are used and which searches fail; prioritize content updates based on usage and search misses.

Well-designed self-service reduces ticket volume and lets your team focus on higher-value work.

3. Automate routine tasks and integrations

Automation cuts manual work and speeds resolution.

• Use TopDesk automations (scripts, templates, triggers) to perform repetitive actions: set default assignments, update statuses, notify stakeholders, and escalate overdue items.
• Integrate TopDesk with other systems: Active Directory for user info, monitoring tools to create incidents automatically, CMDB or asset systems to relate tickets to hardware/software, and communication platforms (email, Teams, Slack) for alerts.
• Automate asset population and lifecycle updates where possible to keep data current.

Automation improves consistency, reduces response times, and lowers human error.

4. Configure smart SLAs and routing

SLA and routing configuration helps meet expectations without overloading people.

• Define SLAs that are realistic and tied to business impact, not just ideal response times.
• Create routing rules to assign tickets to the correct team or technician automatically (by category, location, device type, or keyword).
• Use escalation rules and periodic reminders to prevent tickets from slipping through the cracks.
• Monitor SLA performance and adjust targets or resource allocation based on data.

Clear SLAs and routing reduce delays and improve perceived service quality.

5. Use reporting and dashboards to drive continuous improvement

Data should inform your priorities and process changes.

• Build dashboards for key metrics: ticket volume, first response time, resolution time, SLA breaches, backlog by category, and customer satisfaction scores.
• Segment reports by team, location, and request type to find hotspots.
• Run weekly reviews with frontline teams to act on trends: recurring incidents that need permanent fixes, overloaded queues that need reallocation, or knowledge gaps where documentation is missing.
• Track the impact of changes (portal improvements, automations, new routing rules) so you can iterate.

Regular measurement turns operational work into continuous improvement.

6. Train staff and promote adoption across the organization

Even the best configuration fails without people using it correctly.

• Provide role-based training: agents, approvers, requesters, asset managers — each group needs different guidance.
• Create quick-reference guides and short video walkthroughs for common tasks.
• Run onboarding sessions for new hires that include TopDesk basics and expectations for ticket handling.
• Encourage feedback from users and staff; make it easy to suggest improvements in the portal.
• Celebrate wins when process changes reduce backlog or improve satisfaction.

Consistent use and feedback help TopDesk become the default way of working.

7. Keep your configuration tidy — periodically review and rationalize

Over time, ticket categories, templates, workflows and automations accumulate. Regular housekeeping prevents bloat.

• Quarterly review of categories, states, and templates: merge or delete rarely used items and simplify where possible.
• Audit automations and integrations to ensure they’re still relevant and functioning.
• Archive old SLAs and reports, and update dashboards to reflect current priorities.
• Run data quality checks on requester information and asset links to maintain accurate reporting.

A tidy TopDesk instance is easier to manage, faster to use, and yields more reliable metrics.

Overall, combining clear processes, good self-service, automation, smart SLAs, data-driven improvement, training, and periodic housekeeping will let you extract far more value from TopDesk without unnecessary complexity. Small, targeted changes often deliver the best ROI — start with the tip that will remove your biggest current pain point and iterate from there.