TopDesk is Great
Updated July 28, 2020
TopDesk is Great
Score 8 out of 10
Overall Satisfaction with TOPdesk
It is being used by various departments across our organization mainly as a ticketing system.
- The impact for our IT department has been positive. The ROI has been great. We have been able to eliminate our previous ticketing system which was less intuitive and more costly.
Our TopDesk users like it better than the Cerebrus ticketing system that we were previously. It has more options for routing tickets and is easier to organize.
TopDesk reps have been an invaluable resource. Anytime we have had questions or concerns, they were solved with a quick email or phone call. The initial web conference walkthrough of TopDesk was very helpful.
Top desk helps us effectively categorize, assign & complete tasks as needed. We are able to work across departments to accomplish our goals using TopDesk. It would be helpful if there was a way for multiple users to be on a ticket at once and be able to collaborate in an active ticket at the same time.
I don't have any areas of less well-suited situations. I think that the ticketing system is excellent and works well for our environment. The project management system is also great. It is very thorough and a great organization tool but was more in-depth than what we need at the moment.
TOPdesk Feature Ratings
10 - Anyone in the organization can use TopDesk to submit tickets to IT, IS or Data Services. There is no real skill needed to submit a ticket. Our users can submit tickets via help email or by going to our self service portal. The ticket is then routed to the appropriate department.
- We have started adding workflows
- Bookmarking tickets as reference for upcoming use
- Tracking ticket types to improve processes
Like to use
Easy to use
Technical support not required
Quick to learn
Feel confident using
- Submitting Tickets
- Accepting and working tickets
- Interacting with users on ticket status
Evaluating TOPdesk and Competitors
Yes - Since I have been it Data Services, it has always been TopDesk. I am not sure what was used before but from what I understand the previous system was too technical for non technical users and did not offer all of the options and ease of use for tech users.
- Product Features
- Product Usability
The product feature and usability were by far the top factors for us. We needed something that could be adopted by users campus wide regardless of their technical ability. We also need a product that had most of the features that we were looking for like, ticket tracking, ticket searching and ease of communication with users. Of course price was a factor because we have so many users.