Punch your ticket with TOPdesk
January 16, 2018
Punch your ticket with TOPdesk
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with TOPdesk
TOPdesk is currently used as our ticketing tool and knowledge store for user knowledge and internal IT knowledge items. It is available for use throughout the organization. We use it to and document activity and changes and also to manage work supported by custom reports/dashboards I developed to track workload and status.
We also use TOPdesk to track assets, user permissions, and licenses. I wrote some custom reports that enable us to perform quarterly management audit reviews.
We also use TOPdesk to track assets, user permissions, and licenses. I wrote some custom reports that enable us to perform quarterly management audit reviews.
50 - TOPdesk is used heavily by operations and IT to track work requests and progress. It is also used by other departments to a lesser extent.
In addition to creating tickets manually, we have email sweepers in place that enable the automatic creation of ticket requests. This facilitates the tracking of work from external clients as well as IT processes such as notifications (e.g. backup failures, security notifications, etc.).
In addition to creating tickets manually, we have email sweepers in place that enable the automatic creation of ticket requests. This facilitates the tracking of work from external clients as well as IT processes such as notifications (e.g. backup failures, security notifications, etc.).
- It is easy to use and enter information. It provides a cost effective way to document and track work activity.
- It allows for the creation and access of Knowledge Items to support self-service for users and document IT and other processes.
- Email sweepers allow for the automatic creation of ticket requests.
- Tickets can be categorized allowing them to be routed to the appropriate teams.
- It can be hosted internally which makes it more secure.
- Templates can be created to collect specific information.
- Email replies can be automatically sent to users alerting them of requests for more information or notification of ticket closure.
- We have encountered difficulty scheduling the creation of tickets (e.g. create tickets based on a weekly schedule to perform a service).
- Writing queries for custom reports to query the database is a little difficult since 75% of the column headings are in Dutch.
- The configuration flexibility is somewhat limited.
- It has helped with visibility of the work being performed.
- It has facilitated the process of requesting work.
- It provides a centralized and accessible place for knowledge.
TOPdesk was selected from our top three. Overall it matched our needs better and it was far less expensive than the alternatives... it was really a no brainer in our case.