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TOPdesk is a service management platform for IT service desks at organizations with 250-5000 employees. The tool is easy to expand to other service departments like Facilities or HR.
Medium to large businesses that need the ability to automate complex business processes.
TOPdesk is a quality solution, supported by quality people and at a very affordable price.
The worst part about topdesk, is learning how to use it.
This has been a great innovation and development. Great customer support, which is really important.
It has some limitations regarding chart building. The change process is confusing and requires regular guidance.
The ability to have a self service portal and knowledge bases are great features we are building on a lot. The imeplementation was very good, straightforward, simple and no post implementation issues.
The Actions and Events module needs a steep learning curve to learn and use properly, and can at times be very frustrating when triggers don't work properly.
This helps in collaborating without having to start explaining things from the beginning. One of the features which I really love, is the ability to prioritise and categorise workload.
We have a useability issue with Firefox and the operator console where an "X" character is not recognized. This will be solved by an update, but in the meantime it is annoying.
I love the new rep interface which has dashboards so that I can graphically see the numbers and kinds of help tickets out there. I love the email notifications of new tickets, updates, etc.
My only complaint, and it's a mild one, is that some of the configuration settings can be difficult to locate. Other than that, I have only feature requests for future versions.
The software features a superb ticket management system and asset database, as well as scanning of equipment, is quite versatile and adaptable, and has excellent technical assistance.
However, they can only get the message if they are online. If they are offline, they will be unable to read the message when they reconnect.
The application is fully customizable to fit your business needs. The product consistently gets better and better with each release and the customer support is outstanding.
The user-facing portal is ugly and very difficult to manage.
GWI releases updates with feature that are great pretty regularly. Their support staff is great to talk with and are very helpful.
Speed was awful after using it for about a year with 1500-2000 users submitting tickets daily. Even with the added customization.
Prioritize real-user-identified key features according to your needs to find your best fit.
TOPdesk
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TOPdesk
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