Product(s): TOPdesk
Overall Comment:"Topdesk is our main ticketing tool where user can log their ticket via email or via the self service portal. Our experience isn't that great seeing as we need to hire a consultant every time we need a change to the system. There seems to be no build-in ITIL framework. Change management is inexistent as we needed someone to build it up from scratch."
The possibility of a self service portal The ability to set up a knowledge base which then pops up at tickets that pick up on the same topic. Topdesk also offers various third-party tools and services.
Reporting limitations aswell as sometimes providing inaccurate information. The tool has too much downtime. It seems to happen too frequently that these has been an update or they are actively updating, making the tool unavailable. Change management is inexistent, as we needed someone to come in and build it from scratch.