TOPdesk

Currently, we still develop the Self Service for our customers to support themselves. However, the new search option with the latest version was a good improvement.

The single source of data is a time saver which makes the whole department more proficient.

Quick tickes saves the servicedesk a lot of time, which make them more efficient.

Self service does really help our team, even when its not perfect

Reduced escalation by new employees.

More detailed information about customers installations.

Less telephone calls by customer

More working together between departments

Shift left

Higher efficiency for your service desk employees

More satisfaction for your clients because they know the status of the call by a simple overview of the self-service desk

No more lost calls

A great, positive impact has been in the employee off-boarding process. Instead of being the last to know, Human Resources is the first to know of a departing employee or one that is changing positions. The workflow notifies all offices that need to know in a timely manner so that all of the required tasks can be done efficiently.

We've been able to utilize TOPdesk to increase the automation of certain requests. Since the beginning of 2021, automation has processed nearly 2,700 requests that previously required human intervention. Not only is this a win for the department, but it is a win for the user to not have to wait for someone to see the request and process it.

With TOPdesk's asset management platform, we can use it to manage "non-physical" assets, as well as tangible ones that may typically come to mind. This feature has allowed us to identify and remove unused "generic" user accounts, improve the lifecycle management of system access requests (i.e. firewall exemptions, CMS page editor, remote access), and ensure that things that require periodic renewal are either renewed or removed.

With only about 7 months under our belt, this is tough. We have seen some increases in getting work orders completed and closed timely.

We have seen an increase in communication through the tool between technicians and users.

More folks are using the tool because the self-service portal is easy to use and access.

I can't give any specific answer on this question im afraid.

We moved vulnerability management from weekly meetings to TOPdesk cases. This eliminated several hours a week of meetings for multiple departments while more efficiently tracking the resolution of critical vulnerabilities.

We are currently leveraging the API system to automatically blacklist/whitelist IPs and domains based on reports from services like MS-ISAC.

We auto-create cases from our endpoint malware protection to TOPdesk via an API and parsing.

increased efficiency

shift lift

less capacity

Better insight into incidents

Users are helped faster

Knowledge sharing

We achieved more selfservice for our employees

Our application managers can work more efficiently due to TOPdesk

prioritizing notifications is easier

We just started using it so we don't have an ROI stat or anything yet

It has helped consolidate tickets and increase transparency of IT issues

Customer use of self-service portal increased

Faster ticket resolution times

Fewer lost tickets

Great visibility of actual need for IT resources

Significantly improved service management

Enables IT to support global customers

We've only been using TOPdesk for about a month, so we're not seeing much use of the self-help as of yet. We are still educating our end users on its capability.

It's nice not having to maintain an on-prem server for our ticket system.

TOPdesk self-service portal has allowed our employees to quickly report and solve the incidents saving more time for productivity.

Employees are able to tackle common incidents from the knowledge base giving more efficient business operation.

It has helped us to create a smooth working environment while growing the organization capacity and production quality.

We have definitely improved our ticket reporting and ease of creating new reports.

We were able to replace an aging help desk system with a modern cloud-based solution and replace an expensive inventory management tool. This has greatly reduced costs for us year over year.

The only negative impact has been the learning curve. It can take a while to get all techs on board with a new process and system in a short amount of time. We have some issues here and there with techs not filling out the full ticket due to the amount of time it can take.

Vastly improved scheduling process.

Improved our ticket completion rate.

This year we moved to a unified hardware budget where IT now orders all assets from our budget. Asset management is key to that goal. TOPdesk has enabled our department to move forward with of Computer Lifecycle program of replacements.

TOPdesk did come with a cost, we went from using the free Spiceworks solution to a paid solution with TOPdesk. But I firmly believe the benefits outweigh the cost.

We had started to have stability issues with our old helpdesk solution. With TOPdesk I have had no downtime and by it being cloud-based we no longer have to have onsite servers.

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.

faster response

quicker solve

self service

TOPdesk has provided ROI of allowing our team more freedom to solve larger problems by directing users to Self-Service solutions through TOPdesk's self-service portal.

The clear delimination of work status on tickets allows our team greater efficiency to collaborate on solutions and issues. By updating support requests and being able to update either just the assigned technician or updating the user on the steps to attempt.

The Self-Service nature of ticket entry helps the members of our 33 different school board clients direct their tickets down specific pathways to either a solution, or allows us to direct the tickets to the team/technician responsible for the issue for a quicker resolution and less ticket churn between different teams.

Clear line between first and second line incidents.

Prioritizing by TOPdesk saves time.

By using the self-service articles (that you have to make yourself of course), people can help themselves easier.

Better insight into where hardware (PCs and laptops) is located, CMDB.

More user self-service.

Better insight into the use of software licenses and their expiration.

Overview of used meeting rooms and which are still available.