Overall Satisfaction with TOPdesk
Topdesk is used across the whole company as an incident registration tool.
18 - IT service management
- The overview of open tickets is very clean and clear
- Registration of new incindent is very simple and quick to do
- The added functionalities in the ticket/cards (cursive text, yellow marking of specific comments etc) is very well appreciated
- My biggest annoyance with TOPdesk is the statistics and reporting tool, the mixture of needing to use selections and or filters plus the nearly impossible task to see employees' performance on a daily basIs is beyond comprehension.
- The layout of the self-service desk forms needs to be more adjustable. When hidden fields are used in forms the layout is warped.
- The number of telephone calls has declined drastically after implementing the SSD with its full features.
TOPdesk is much better at providing a clear overview of the tasks at hand and the priorities than the likes of HP OpenView for instance. I have to say the last time I used other registration tool has been more than 10 years ago.