Top marks for TOPdesk!
March 05, 2020
Top marks for TOPdesk!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with TOPdesk
TOPdesk is currently used as an IT support and ticketing system for all of our schools, school support offices, and the main board office. We started using TOPdesk about 3 years ago. TOPdesk has made a huge improvement in how we manage support and communicate with our staff. We have a dedicated support desk that manages all staff tickets through TOPdesk. Tickets are then assigned to the appropriate operator or group. This ensures tickets are handled correctly and efficiently.
We have approximately 3500 people with user accounts in TOPdesk. This includes staff from all of our 72 schools, all support services including educational services, IT staff, HR, finance, and executive employees. Although not all staff frequently use TOPdesk directly, the number of people who do is growing as we streamline the support process and educate on the benefits of using the system.
- Managing the support flow
- Ticket notifications and communication
- Flexibility for organization planning
- Top-notch support
- Could use better tutorials or a reference for more complex change requests
- Had some trouble with the API slowing down the SaaS server--too many hits
- More self-service
- Increased confidence
- Increased efficiency of support dispatching