Item: TOPdesk
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We use TOPdesk as our ticket management system. For all of the support questions of the customers we make tickets, which are uses by the support department to answer the questions of the customers. We also use TOPdesk to store the solutions of different problems, so we can easily find solution to help the customer with the issue they are experiencing.

Pros and Cons

Easy to use
Custom layouts and fields are possible
A SelfServicePortal for the customer
Good search functionalibility

No possibility for great and easy reporting
Layout design not to easy
Configuration of layouts requiers a lot of searching

Return on Investment

The expansion of the department was possible with TOPdesk
Better overview of open tickets, so more customer satisfaction
Better planning possibility due to the better overview of open tickets per employee

Support Rating

Good support, support is available and offers good help. It is also possible to get an consultant who helps witch the desgin of the processes around TOPdesk.

Likelihood to Renew

It fits us well, even when we optimize the use of TOPdesk, which is possible. Then, this system helps us to achieve a good customer satisfaction. Therefore, it is likely for us to renew the use of TOPdesk.

Key Insights

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

Other Software Used

Autodesk Vault, Autodesk Inventor, Ridder iQ, AutoCAD, ePlan, Autodesk Fusion 360, Elfsquad, Pipedrive, ECI Gatewise, Microsoft Power Automate

Likelihood to Recommend

It is a good tool when you want a tool for managing al your support questions. It is also able to store items and you can track hardware within TOPdesk. I don not recommend using that, because the use of an ERP system is much better at that. It is better to create a connenction between the different tools via an API, which TOPdesk supports.

TOPdesk review

Overall Satisfaction with TOPdesk