Incident management: giving calls a standard duration

Answer: In TOPdesk, it's possible to define the standard duration of first line and second line calls separately. You can define this as follows: - Open TOPdesk's settings. - Go to Module Settings. - Go to Call Management. - Go to First Line Calls. - Define the standard duration in the Planning block. - Refresh the System Settings. For second line calls, you can do the same. Got any further questions on call durations? Please contact TOPdesk Support.