TOPdesk is a solid solution
April 04, 2018
TOPdesk is a solid solution
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with TOPdesk
We originally implemented TOPdesk as a join venture between IT Services and our Estates and Facilities department. Both departments were using separate systems prior to TOPdesk. Since then we have also been able to include 3 others areas of the University as users of TOPdesk. Primarily it is used for call/issue management but we also make use of the change management, asset and property management features. Very soon we are looking to implement the Survey Module.
TOPdesk has enabled us to have a more consistent experience for issue management across the areas which are using it. This includes a more streamlined way to pass calls between different areas of the University and track progress. Use of the other features such as asset and property management has allowed us to more tightly couple this data against call data and avoid having to manage them in disparate systems.
TOPdesk has enabled us to have a more consistent experience for issue management across the areas which are using it. This includes a more streamlined way to pass calls between different areas of the University and track progress. Use of the other features such as asset and property management has allowed us to more tightly couple this data against call data and avoid having to manage them in disparate systems.
9000 - All staff and students use TOPdesk for raising IT, Finance, Registry (student records) and Estates/Facilities issues. In addition, the staff has the ability to raise requests for office moves and changes which utilizes the Change Management feature of TOPdesk.
- Self-service Portal is very good, particularly with the latest version. If you populate the knowledge base well, users can often find the help they need before needing to raise a call
- Escalation and routing of calls is very straightforward which allows the operators to work efficiently when dealing with calls
- Separation of different teams within TOPdesk works very well so that they can manage their own calls without seeing each others
- The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria
- The built-in form designer within TOPdesk is adequate but could do with better features to allow for more dynamic forms. It would also benefit from being able to post data to custom fields rather than just into the Action box. There is quite a step up between the built-in form designer and the custom XFG form engine which is the only other solution which TOPdesk provide
- Asset management could do with some improvements as it can be a little inflexible when needing to customize the data being held as well as build processes around it
- We have been able to provide a more streamlined experience for staff and students when raising issues
- We have been able to replace 3 previous separate systems with TOPdesk and are looking to replace a 4th in the near future by using some of the TOPdesk features
- We have had to use quite a bit of staff time to configure and support TOPdesk which was not expected. Ideally it requires someone with dedicated time to administer which we did not take into account when implementing