TOPdesk as a service desk tool
November 23, 2018
TOPdesk as a service desk tool
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with TOPdesk
At my organization we use TOPdesk as the service desk tool for all IT calls. We also use TOPdesk as our CMDB. TOPdesk is used only by the IT-department. Although we have looked into implementing TOPdesk for usage in another Department (our info desk) they decided to use another tool.
For the IT department TOPdesk fulfills it's role as a service desk tool and CMDB. We have all the businesses we support listed and their hardware in the CMDB. And hardware and user are linked.
For the IT department TOPdesk fulfills it's role as a service desk tool and CMDB. We have all the businesses we support listed and their hardware in the CMDB. And hardware and user are linked.
9 - TOPdesk is ebing used solely by the IT department in our company. We have tried implemeniting it at another department, but they currently use another tool.
- TOPdesk is very good in automating emails.
- All user questions can be routed through TOPDesk.
- Powerfull CMDB.
- Ease of editing the CMDB.
- Mailing updates to customers with a one click button (though that might be a local (lack of) configuration).
- Timer for working on tickets.
- Automate ticket registering.
- Prioritizing the ticket flow.
- Search option to find calls which have gone through multiple operators.
There wasn't a real comparison. TOPDesk was already used. When the question arose to either continue with TOPDesk or use another product, the dicision was made after a brief glabnce at the competitor, as time was scarse and not sufficient to implement another tool. So this was an easy vistory for TOPdesk.