TOPdesk: Customer-oriented ticketing for in-house maintenance
August 31, 2020

TOPdesk: Customer-oriented ticketing for in-house maintenance

Bernd Fredriks | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

TOPdesk is used within Fujifilm in two areas. First, it is used as a ticketing system for our European Logistics, logging all mistakes, questions, problems that appear during the distribution from our Central Warehouse, and our 5 hub warehouses to our customers in Europe. Second, it is used as a ticketing system for our shared service organization, located in Gdansk, to register all issues and questions between them and the finance departments in the different local entities in Europe.
300 - 1) Logistic distribution
2) Finance and accounting
  • TOPdesk is simple to use for the creators of a ticket by the Self Service Portal
  • The input forms are easy to design and have not much possibility for fancy stuff. Therefore they keep it simple and it can easily be created and designed.
  • Process Flows can easily be modeled in TOPdesk by internal administrators.
  • By defining user groups and assigning specific operators or callers, the business process can quickly be created. For more complicated workflows there is a so-called Change Management Module. For designing process flows for this module training is recommended.
  • TOPdesk provides raw data reports that can be handled in Excel.
  • Pivot tables in Excel let you easily be in control of reports.
  • For application in the Scrum of Agile job assignment processes, TOPdesk offers the so-called Kanban board, which is very useful to show the overall status of tasks to be done.
  • Modeling more complicated workflows is difficult and could need the support of a consultant
  • Graphical output of Topdesk is very limited. Users mainly will rely on Excel as reporting tool, except for some basic graphs that are provided in your dashboard by Topdesk itself.
  • Major benefit is a huge increase of speed in handling tickets
  • Second big benefit is transparency and the categorization of problems, by which focused improvement activities are possible.
  • TOPdesk is the core director of our Improvement Program in Shared Services and in our European Distribution Centre.
TOPdesk was clearly better then other systems because of the following:
1) Simplicity (We could implement it for 95% with internal resources)
2) Flexibility and scalability (We started in a limited area and could enlarge it without problems)
3) Pricing (Flexible arrangement depending on nr of callers)
Contacts are always very quick and efficient. Pre-sales and on-boarding were done in a cooperative way. After installation of the cloud software, we participated in a question and answer session which was really useful.
But the real excellence of the TOPdesk organization can be found in their helpdesk. Issues are treated very seriously, solutions are provided free of charge, and the limits of the system are shared in an honest way.
If I should mention a weaker point, it is the speed of development to get rid of certain annoying things. However, these annoying characteristics were not very important.
We will certainly continue the use of TOPdesk for the coming 5 years since all systems are now fully working for us and we enjoy the efficiency. In addition, we've considered applying TOPdesk for our IT-service desk.
For the application of standard ticketing processes, TOPdesk is very suitable. Especially as you do not want to spend time on training at your callers (if this is a potentially big group). Also, escalation processes within the operating company can well be handled by TOPdesk. Operators have a simple and clear view of their tasks and the tasks of their direct colleagues.

Complicated multistep process flows need to be designed carefully (consultancy). Also, the connection to graphical interfaces for daily dashboards outside TOPdesk can be troublesome.

TOPdesk Feature Ratings

Organize and prioritize service tickets
8
Expert directory
7
Service restoration
7
Self-service tools
10
Subscription-based notifications
8
ITSM collaboration and documentation
7
ITSM reports and dashboards
7
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
7
Change calendar
7
Service-level management
7

Using TOPdesk

2 - We have 2 people that are able to modify processes, create new process flows, develop things, and administer the permissions of users. They can easily do this support in about 4 hours per week for both areas (Logistics Distribution and Financial Shared Service Centre). Monthly reporting of tickets require another dedicated 4 hours per month.
  • To register complaints and incidents concerning logistics and deliveries.
  • To request additional information on shipments
  • To register complaints and incidents for the Finance shared service centre and the HR-shared service centre
  • To direct the scrum in the HR-shared service centre
  • To request actions from the shared service centre
  • The Kanban board of TOPdesk provides a very nice overview of tasks to be done and the operators that can do these tasks.
  • Time and cost per ticket can easily be retrieved and could be the source for recharge information.
  • We are now looking into our IT service centre to see if we can apply TOPdesk.