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

Rachel Wright | TrustRadius Reviewer
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.
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.

Pros

  • 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!

Cons

  • 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.
The support that TOPdesk provides is outstanding. The software is extremely good, but the support is in another league. They will always answer the phone within a few seconds or respond to the online raised incident very promptly. The team are extremely friendly, very knowledgeable and will almost always know the answer immediately. If they don't know the answer they endeavor to find out from other teams within their organization and will normally get back to us on the same day. The support provided at TOPdesk is unparalleled with other [organizations] in my personal experience, and for me is a true USP.
Using this software has allowed us to provide a better service to our students and has increased efficiency enormously. It has given us the opportunity to undertake projects that we would not have been able to do without it - such as collaborative working across our multiple campuses with very diverse teams - all with the aim of providing the very best support we can to our students.

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

I can only speak from our own experience but I would suggest that in any business where you wanted to track and resolve a problem this solution would be ideal. In our own environment we use TOPdesk to record student interactions with us and whilst this isn't a 'problem' the same principles apply. We want to provide outstanding support to our students with their queries, and this software is excellent for this purpose. It allows us to respond in a variety of methods (email, text, WhatsApp, etc.) to our students but also allows us to escalate their queries to other teams if they need to contribute to the solution so that we can be efficient, timely and effective in supporting our amazing students.

TOPdesk Feature Ratings

Incident and problem management
8.9
Organize and prioritize service tickets
9
Expert directory
10
Service restoration
8
Self-service tools
8
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
7
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
Not Rated
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    (Vendor Representative) commented 4 years ago
    Thank you for writing this review Rachel! Feedback like this makes our day. I'll be sure to share this internally. Your quote "The software is extremely good, but the support is in another league" is sure to put some big smiles on peoples faces. Thank you for that.
  • Mercedes Carrillo Lopez | TrustRadius Reviewer
    Mercedes Carrillo Lopez
    (Vendor Representative) commented 2 years ago
    Hi Rachel, thank you so much for your review! We would like to share some of your comments in an advertisment campaing. Would you let us quote you using your name? Thank you!
    • Rachel Wright | TrustRadius Reviewer
      Rachel Wright
      commented 2 years ago
      Hi Mercedes, Yes sure. That's fine with me. Thanks, Rachel

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