Item: TOPdesk
Rating: 7
Author: Lance Kimbrell

Support Rating

The Topdesk reps were very responsive. They spent countless hours on video conference calls answering our questions and setting up test environments for us to use. They took our questions and explained exactly how we would solve those problems using their product. They continue to be an asset as we discover new ways to use the product.

Use Cases and Deployment Scope

We are using TopDesk in a few different departments on campus. Hopefully expanding that campus-wide. Currently, our IT department, Campus Safety, and Admissions use it to track help requests and admissions.

Users and Roles

200 - IT, Data Entry, Campus Safety, Events Management, Admissions, Physical Plant.

Pros and Cons

We are able to extend our support by allowing end users to self help. This is done with the use of the knowledge base packaged with TopDesk.
We are able to effectively track help requests and meet SLA requirements
Topdesk provides our users with a one stop place for all help requests and facilities management requests.

We would like the ability to merge tickets. Some times we have multiple tickets come in regarding the same issue and have not been able to merge them together.
The events reservation system is nice, but would like it expanded to support more events management instead of just reservations.

Return on Investment

Increased More self service for our end users with the use of the Self Service Portal
Increased the capacity to have all help requests to come through one system instead of many different systems.

Alternatives Considered

Cerberus and Zendesk

TopDesk was by the most cost efficient product. Cerberus was a free to begin with but requires many updates and changes to do everything we needed. It lacked the reporting tools needed to accurately obtain statistics on past requests.

Zendesk was a nice product, but required different package levels to effectively meet our requirements. It was also difficulty to navigate and integrate with our existing systems. TopDesk support was able to provide us with the tools to integrate into our systems.

Likelihood to Recommend

We find it well suited for a helpdesk atmosphere for the IT department. We are finding different ways to make it work in other departments. The campus safety department uses it to track room and campus access. The physical plant is now using it track requests for campus repairs. We are still working with the events reservation portion to incorporate into our events management departments.

TopDesk is not just a helpdesk software. It is much more.

Overall Satisfaction with TOPdesk