TOPdesk

• They are making good progress in developing API's for communication with other apps which is becoming more and more important. Also the development of a collaboration platform for easy connecting to other/customer (TOPdesk) systems is a positive move.
• In our company we will build a extensive API configuration to communicate with MS Dynamics and we already have several connections with customers that gives a better user experience.
• The events and actions module gives extra power to the system to overcome some limitations or automate manual actions.
• We use this option for a lot of different activities. One is for a notification when a certificate or application license is almost expired but there are a lot more applications for this function.
• Technical support department performs nicely and in a professional way.

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• Modeling more complicated workflows is difficult and could need the support of a consultant
• Graphical output of Topdesk is very limited. Users mainly will rely on Excel as reporting tool, except for some basic graphs that are provided in your dashboard by Topdesk itself.

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• We have been able to provide a more streamlined experience for staff and students when raising issues
• We have been able to replace 3 previous separate systems with TOPdesk and are looking to replace a 4th in the near future by using some of the TOPdesk features
• We have had to use quite a bit of staff time to configure and support TOPdesk which was not expected. Ideally it requires someone with dedicated time to administer which we did not take into account when implementing

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