Item: TOPdesk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

As a software development company, we use TOPdesk for our clients to report bugs, ask questions etc. Our own employees will also submit tickets for their own support needs that go straight to our systems administrator. Change and operational management are also successfully implemented to adhere perfectly to our strict security policy.

Users and Roles

100 - Everyone in our company has the ability to use TOPdesk. Some use it to help support customers on tickets (The Support desk, Technical and functional consultants, development, project leads). Others only use it to report issues with their hardware and software at their desk (HR, Administration, etc).

Pros and Cons

Change management
Object management
The ability to link every object and change an issue with each other.

Right now we're on a bit of an older version (updating soon!), they could use better browser compatibility
Parts of configuration are still on the server instead of in the app. It takes a bit more time

Return on Investment

Building a change process to make sure new employees get everything they need on the day they start here. This made sure that new employees actually have a good start here with everything at their disposal from day 1

Support Rating

I've only ever had good interactions with TOPdesk Support. They use their own products throughout their entire company and the staff is friendly. Simple requests are picked up very fast and they've greatly helped us reduce time spending on making selections and reports with just a few tips. When there are bigger issues (doesn't happen often), they take it seriously and make sure we'll be back on track ASAP.

Likelihood to Recommend

TOPdesk is perfect for your internal support needs, but also for external needs.

Great product with a ton of possibilities

Overall Satisfaction with TOPdesk