High level of customizability for a out of the box solution.
April 10, 2018

High level of customizability for a out of the box solution.

Zeo Smeijsters | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

The support department of TOPdesk has a high level of product knowledge and a flexible approach to looking for solutions of the business need within the options available.
TOPdesk is used to track all customer contacts in the after-sales processes (reporting on issue origin, amount of issues raised and the total response and handle times towards our customers).
45 - Software Support, IT service management, Consultancy and product management.

Pros

  • TOPdesk can be used for contact tracking during support sessions.

Cons

  • Support documentation on the self service desk is limited in the options and workflow.
  • Reporting options are limited.
  • Simultaneous updating of one issue by triggers or other representatives gives "Already updates" errors.
  • While the company after-sales team expanded we were able to keep track of the status of the reported incidents, resulting in a better customer experience. Especially during leave and natural attrition.
If you have limited requirements and are satisfied with a paid out of the box solution for aftersales contact tracking TOPdesk can offer a solution.

For an out of the box solution there is a high level of customability, however as every out of the box solution it will never support your processes fully and there is the risk of altering your well appreciated existing business processes to suit the tool.

TOPdesk Feature Ratings

Incident and problem management
6.0
Organize and prioritize service tickets
8
Expert directory
4
Service restoration
7
Self-service tools
3
Subscription-based notifications
8
ITSM collaboration and documentation
6
ITSM reports and dashboards
6
ITSM asset management ()
Not Rated
Change management ()
Not Rated

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    commented 6 years ago
    Thank you for your review Zeo. We always strive for Service Excellence and ways to improve so your feedback is much appreciated. In case you would like to elaborate on your reporting needs you could join our TOPdesk Innovation Platform where you can also see what other customers have suggested and prioritize options that would benefit your needs most. This is located via our Customer Portal (extranet) under Product Development. Feel free to reach out (v.van.der.vring@TOPdesk.com) if you have questions.

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