Get more out of TOPdesk with the updated TopDesk Report Pack in Power BI
- by Jan-Willem Bastmeijer
Not yet using the updated version of the TOPdesk Power BI Report Pack or only working with standard TOPdesk reports? Then read on and find out how to get more out of TOPdesk.
Standard TOPdesk reporting
As most TOPdesk users have already experienced, the standard report set is fairly limited. For example, there are few visualization options and the standard reports do not look across service management processes (incidents/reports changes, etc.). By using the Power BI Reporting Pack, these limitations are circumvented and connections are made transparent. Users have access to a complete reporting set that also offers the possibility to click directly to incidents in TOPdesk. In technical terms, this is called a drill through.
New version of TOPdesk Report Pack in Power BI
We recently launched the new version of the TOPdesk Report Pack. In developing this version, we focused on three components, namely:
- Performance
- Look and Feel
- Additional functionalities
Performance
Improving performance always has our attention. Simply because it improves the ease of use and makes working more pleasant. We have made several improvements recently. We have added extra filter options to TOPdesk's reports. We have also eliminated the "expands" that come with the Odata feed by default. For many organizations, this means a significant performance improvement and a fast-acting solution.
Still, we were not completely satisfied. There were still a number of organizations, which use TOPdesk very intensively, that kept running into performance problems. For example, reload times were running so high that a reload could only be performed at night or outside office hours. Organizations that were affected could not be as close to the ball. In some cases, up to one month's worth of data could be retrieved. And that, of course, cannot be done.
To address these issues, we conducted new research in which we built a new TOPdesk data model from the ground up. At each development step, we measured the impact on performance. This made the bottlenecks clear and adjustments were made. The result, a much faster and lighter reload which made it possible to reload more often and over much longer periods. So more data and better insight.
Look and feel
The overall formatting of the standard report pack (from which we start a project) has been addressed. This is mainly in the alignment and adjustment of the included visualizations. This change has provided an improved and more modern look to the report pack. You can still choose to customize the report pack to the corporate identity of your own organization. Think of applying logo, other visual features and applying house colors.
Additional functionalities
Based on our experiences with customer implementations, we have created additional visualizations and report pages. An example is the development of the Change calendar. Improving and expanding visualizations and reports is an ongoing process. For example, work is currently underway on a report page focused entirely on customer satisfaction. The first ideas around predictive analysis are also being developed. With this we want to provide insight into the expected rush at the service desk or even a specific practitioner group.
Switching to the new version
Switching to the new version of the report pack is fairly easy. For existing TOPdesk report customers, the report pack is now available. Depending on any adjustments and setup choices made when tailoring the environment to your own situation, the pack can be used immediately.
If you are not yet using the TOPdesk Report pack, you can get started right away with this most powerful version!
Contact for a no-obligation introduction to our solution by emailing or calling jan-willem.bastmeijer@cmotions.com or call to +31 88 20 07 500.
