Case Study: TOPdesk achieves faster incident resolution with Derdack Enterprise Alert

TOPdesk speeds critical incident response with Derdack

The customer, TOPdesk, an IT helpdesk solution provider, needed a way to ensure its critical tickets were identified and resolved faster. To address the challenge of alarms being missed in dashboards and inboxes, they turned to the vendor Derdack and its product, Enterprise Alert, for mobile alerting with tracking and escalation.

Derdack implemented a solution where TOPdesk tickets are forwarded via a webhook to Enterprise Alert, which then uses push, SMS, and voice to alert on-call staff in real-time. This ensured that critical incidents were not missed through features like persistent notifications, tiered escalation, and easy acknowledgment via a mobile app. The result was that helpdesk tickets were identified sooner and resolved quicker, significantly reducing downtime and saving money for the customer.

TOPdesk