Serviceware Processes (helpLine) vs TOPdesk

• No implementation limits.
• Easy handling (masks can be designed freely).
• Various interfaces are available.
• With C# code a lot can be done.

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• TOPdesk provides a clean and modern interface for all of its modules. Many of the modules have a similar look and feel, which makes it easy for users to utilize each one.
• Its workflow system allows administrators and developers to define what needs to occur when certain events happen. This can ensure that processes happen in the correct sequence.
• TOPdesk includes a vast API system to allow for external systems to integrate with it, and for TOPdesk to communicate with external systems.

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• The task management tool could be better integrated.
• Relatively high memory usage for heavy users.

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• Sometimes it is clunky to assign something to a specific person, unless you know the dept. that person is in.
• If your dashboards are not configured correctly, its very hard to find work assigned to you.
• The search function is only skin deep, unable to pull information on what was said in the ticket.

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• We can handle tickets faster.
• No double tickets anymore because of the contact assignment.
• One mailbox where every mail will be processed.

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• The self-service portal has allowed us to shift left massively. Students can find the solutions themselves very often.
• It has allowed easier collaborative working between teams.
• We are more efficient as we do not have to ask the student to repeat their question and we can record everything necessary in the incident. This provides an improved student experience as well as improved staff efficiency.

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