TOPefficiency with TOPdesk
Marcio Vizoli | TrustRadius Reviewer
March 21, 2019

TOPefficiency with TOPdesk

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

In our company, we use TOPdesk in technical customer support and also in any Customer Service department. TDPdesk has allowed us to do this with more organization and agility using its intuitive billing system where we can manage the tickets and chats of our clients. With this rapid communication generated by TOPdesk, it is possible to have a quick visualization of what is happening and what problem our client faces so our team of support is organized and can find the most appropriate solution to the problem quickly.
17 - I believe that this number is approximate. About 12 users are in the customer service/support sectors, the remaining 5 people in the IT service, which includes 3 systems analysts, 1 security analyst and 1 analyst infrastructure.
  • Ease of use: TOPdesk has intuitive interfaces, you find everything you need without problems.
  • Another positive point, and this I believe to be unanimous among its users, is the quality of the self-service portal. It is fantastic if you manage to insert a good database and knowledge, this will help in cases of small problems where the client will quickly find the solution and they don't need a call, saving the time of the support and relationship team.
  • Another point I like about TOPdesk is its constant upgrades. this shows that the development team remains committed to bringing improvements to the customers of the product.
  • The TOPdesk support and customer relationship team are incredible, they are solicited and provide quick service to any problem you have with the product.
  • I would like the form designer that comes integrated with TOPdesk to be improved, not that it is horrible or something that can not be used, but it would be interesting if it was given more resources that would allow you to make forms that are not so basic and limited.
  • The process of installing TOPdesk is somewhat complex. I think it could be more intuitive, although if you have a serious problem with it, their technical support offers great support and accompanies you throughout the installation process.
  • Well, when you deal with consumers and they face some problem or difficulty, they want a quick solution, otherwise, they let themselves be customers. TOPdesk helps us with this by keeping the customer satisfied and "faithful" with our company. TOPdesk's self-support portal also helps us by popping up a lot of the time and supporting relationship team expenses.
They are similar programs that would help us mainly in customer support, TOPdesk was chosen by recommendation of another company that already used the service and indicated the benefits of the self-service portal.

Well, whenever we face some problem in TOPdesk the support has always been very fast and considerate. For example, the process of installing TOPdesk is a bit complex, we had some doubts about configuration and the support team helped us from start to finish.
I believe that TOPdesk will be useful for companies and establishments that deal with the public, its ticketing system will be a great facilitator, as well as a great self-service portal that will provide a pre-service for the client that faces a small problem, saving you the spend and also helping to maintain quality service with your customer.

TOPdesk Feature Ratings

Organize and prioritize service tickets
8
Expert directory
8
Service restoration
8
Self-service tools
10
Subscription-based notifications
9
ITSM collaboration and documentation
8
ITSM reports and dashboards
7
Configuration mangement
7
Asset management dashboard
8
Policy and contract enforcement
8
Change requests repository
8
Change calendar
7
Service-level management
8