Overall Satisfaction with TOPdesk
We've rolled out TOPdesk to the entire organization. Another museum whom we offer IT support also uses TOPdesk to log their issues and request. The most used modules are Incident Management and Change Management. Metrics provided by TOPdesk are used to monitor Key Performance Indicators. Reporting is also an important feature used to aggregate metrics into reports for the Management Team.
TOPdesk is used to log calls with regard to IT, Facilities, Lab and Building Management.
- It's very easy for users to log calls.
- The knowledge base is a very powerful tool to assist in self-service.
- Since TOPdesk is based on ITIL it's very easy to grasp how the individual modules relate to one another.
- Insightful reports are relatively easy to set up.
- The ability to use a smartphone (or even tablet) to scan a barcode or QR-code to log a call relating to that asset would be a great improvement.
- When logging a call, the user could benefit from instant suggestions taken from the knowledge base.
- Integrated chat w/ internal support staff would be a nice feature.
- Positive impact on efficiency.
- Positive impact on customer satisfaction.
- Greatly helps monitoring KPIs