Complete product for all your business processes
December 15, 2016
Complete product for all your business processes
Score 10 out of 10
Vetted Review
Overall Satisfaction with TOPdesk
We are using the incident management, asset management, change management, reservation management and SLA processes. We also host TOPdesk for other organizations. In all situations, TOPdesk is the front end for [first] line service desks and the back end for other departments. We connect the CRMs to TOPdesk to get the customers in it.
We also register the spent hour registrations for our projects and connect that information to other systems.
- The change process is flexible to use. I made different configurations for different situations. You activate only the specific processes you need. You also have the choice to choose the easy change process (without activities) or the difficult process with one or more activities.
- With the incident process you can build this product to the rules of each organization. I operate an organization with 1000+ users. The organization is moving to different solutions and each time I succeeded.
- You can split the groups and modules in detailed 'pieces' of each process. So if you want someone to do one thing in one process for one task, it is possible.
- I configured a very difficult SLA with split priority times into the standard TOPdesk SLA setup and it works fine.
- Using SLA for groups instead of categories.
- Build standard solutions setups with screenshots.
- A better form designer; for us, it's no problem because we use a form server.
- The file management system could better. I hope in future it's possible to get the files into the database itself.
- Operator groups are working together and the management has a good view of it documented with KPIs and reports.
- We developed our own telephone integration program which is fully integrated with TOPdesk. It's all possible to do such things.
- A good view is available by using the plan board. You can see all the information in one screen of all modules. You can (re)schedule the information to your Outlook.