28 TOPDESK MAGAZINE - DECEMBER 2015

tips + tricks
Searching for knowledge items in the Self
Service Desk

Changes in TOPdesk 5.7

When you start working with the Knowledge Base, for

questions about adjusted functionalities. Here we will answer

instance if you want to implement KCS, you also want your

two of the most frequently asked questions.

end users to be able to find these knowledge items in the

Since the release of TOPdesk 5.7 we have been receiving

Self Service Desk. Searching for knowledge items can be

Where can I adjust email actions?

activated by enabling the following settings in the Knowledge

Email actions can be found in Action Management, which in

Base menu:

turn can be found in the list of modules (Modules > Action

Management).

1. Open TOPdesks Operators Section

2. Click the TOPdesk icon in the left menu bar

How can I export overviews?

3. Click Settings
4. Click Self Service Desk in the Module Settings
5. Click Knowledge Management
6. Enable the Knowledge Base option in order to activate

To export data to Excel you need the Export lists permission.

the menu

This is a new permission and is not assigned by default. It can

be found under the General heading. The operator will first

When you have activated the menu for the Knowledge Base,
your end users are able to search for knowledge items in the
Self Service Desk.
Please consult the articles in this magazine for more
information about KCS.

www.topdesk.com

need to log in again to activate the permission.