System is made up of modules which is good for the scalability, however, there is duplication of configuration effort if you have many of the modules. Ie. L1 and L2 tickets require all actions and events to be duplicated if they are the same.
Survey module might be better suited as an integration with market leader engine.
SSP forms could be more flexible if they were HTML capable to provide users a better UI
Enable the ability to import and export forms, templates, configurations via a customer marketplace. We could upload a good template or rule and other customers could down load it and use it (with a few configuration changes)
Knowledgebase articles could be HTML capable for improved user UI. Allow users to subscribe to KB articles and social media.
Allow users to update their user profiles with additional details (ie cell #, social media links, education, courses etc.)
Add education and training/courses to user profiles. This could provide organizations the ability to manage training.
Add task management. Not everything is a ticket. Many department activities that are requested or managed do not need to be a support ticket. Often meetings generate tasks that could be added to Topdesk. A task could be attached to an operator with task name, description, due date, perhaps even a checklist. Then email templates can be added to notify the requestor when complete.
Project module is lacking some of the basic details and metrics found in portfolio management (budget, summary, start date, target date, expenses, assets, time management). Project templates could be improved.
Could use a time and expense management. Expenses, time by ticket, project, task and/or a simple timesheet and expense sheet for approvals.
Finish the Asset modules to eliminate working with 2 asset modules.