A product to really transform your end user and staff experience
August 20, 2021
A product to really transform your end user and staff experience
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with TOPdesk
TOPdesk is being used within our university to record and manage our student interactions. We use it primarily in our Student Services department but it is being used across all Faculties and in a number of other Professional Service Areas within the university.
This software allows us to see at a glance all the communications with a student and to understand their wider needs, be it that they have on-going technical issues with an element of their studies, an emerging mental health situation or that they have an issue in another way. It means that the student doesn't need to repeat themselves from team to team and also allows us to spot emerging issues sometimes before the student is aware of a problem.
This software allows us to see at a glance all the communications with a student and to understand their wider needs, be it that they have on-going technical issues with an element of their studies, an emerging mental health situation or that they have an issue in another way. It means that the student doesn't need to repeat themselves from team to team and also allows us to spot emerging issues sometimes before the student is aware of a problem.
1200 - TOPdesk is used by Student Services, which includes Student Advice, Money Advice, First line support within Student Services, Disability and Dyslexia support and Study Skills support. It is also used by all Faculties within the university, Risk and Compliance, Complaints, International Office, Residential Services, Catering, and our Covid-19 support team. It is also used by our Senior Management to understand the general trends within the University.
- Extremely easy to configure and [customize] for our own needs.
- Outstanding customer support -always very friendly, knowledgeable and prompt to respond.
- Very versatile and can be adapted to suit a very diverse range of teams - it's not just for IT!
- The self-service portal works well but is not as customizable as it could be.
- The 'out of the box' nature of the product makes it very easy to configure but this can sometimes lead you down a path that you don't always want to follow. However the benefits vastly outweigh the negatives.
- The self-service portal has allowed us to shift left massively. Students can find the solutions themselves very often.
- It has allowed easier collaborative working between teams.
- We are more efficient as we do not have to ask the student to repeat their question and we can record everything necessary in the incident. This provides an improved student experience as well as improved staff efficiency.
Do you think TOPdesk delivers good value for the price?
Yes
Are you happy with TOPdesk's feature set?
Yes
Did TOPdesk live up to sales and marketing promises?
Yes
Did implementation of TOPdesk go as expected?
Yes
Would you buy TOPdesk again?
Yes