A flexible tool to manage your Incidents and Changes and give your customers the tools to help themselves
October 02, 2023
A flexible tool to manage your Incidents and Changes and give your customers the tools to help themselves
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with TOPdesk
We use it for incident and change management and for the internal ordering process, as well as some special actions (recurring tasks or contact to some external support).
In addition to that, we use the knowledge base. This is twofold. On the one hand we write articles for our customers on usual problems (kind of manual to solve problems without help), on the other hand, we use it to keep track on solutions for some exotic problems. Therefore, we (as administrators) can solve those problems more quickly and easily.
In addition to that, we use the knowledge base. This is twofold. On the one hand we write articles for our customers on usual problems (kind of manual to solve problems without help), on the other hand, we use it to keep track on solutions for some exotic problems. Therefore, we (as administrators) can solve those problems more quickly and easily.
180 - Everyone and therefore every function uses TOPdesk, more or less active. If they have any problem with their electronic equipment or want to order some new devices, they need to use TOPdesk.
But most of them don't see or use the actual website, because most conversations are just via email.
But most of them don't see or use the actual website, because most conversations are just via email.
Pros
- Incident Management
- Change Management
- Basic automation of some processes
- Knowledge Base (using; creation is a bit buggy)
- It eases up the ordering process
Cons
- Knowledge Base - The creation is a bit buggy. For example: Image resize only works in Firefox
- Keep Alive - We keep getting "Website is not up to date" from time to time
- Dark Mode is missing
- Save settings - I have to sort the lists every time I open them. If there is a way, it is not easy to find
- A good number of incidents can solved more quickly. Those cases can be solved by the customer itself and in TOPdesk it is very easy to send the self-service-solution with your answer.
- It is easier to report some things based on categorization and good search filtering
- If there are two or more tickets, they are difficult (or impossible) to merge correctly. There is a merge function, but there is for example, only one client possible. A solution where you close one merged ticket and send separate emails to every single customer would be really nice!
This one I cannot answer because TOPdesk was evaluated and implemented before I started at the company. There has not been such a process while I'm here.
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?
I wasn't involved with the implementation phase
Would you buy TOPdesk again?
Yes
Comments
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