Service and Support
TOPdesk's customer service is highly regarded for its politeness, professionalism, and quick response times. Users report satisfaction with the technical team's efficiency in addressing faults and inquiries, often providing same-day answers via various communication methods. Although some note it's not ideally suited for service-oriented functions, many still consider the support valuable. Users consistently experience helpful assistance, rating it positively, while some look to new tools for enhanced relevancy in customer relations.
Deployment
TOPdesk's initial setup was often described as straightforward, especially with a pre-configured database. On-premises deployment required assistance from DBAs, taking up to three days. In contrast, SaaS deployment lasted a few hours. Customization posed challenges, needing consultant help or fees. Deployments often spanned days to weeks, with testing taking additional time. While ease of setup rated low among some, familiarity with TOPdesk allowed for easier navigation and adjustments.
Scalability
TOPdesk's scalability is influenced by its licensing. Many organizations find it sufficient for their needs, supporting various user bases. Some note that scaling up involves additional costs and time, especially with more operators. Feedback varies; some rate it highly, while others see room for improvement, depending on use cases. It's considered highly scalable for IT management but less so for asset management, with diverse opinions on its effectiveness.
Stability
TOPdesk is consistently stable according to user feedback. Many attest to its reliability since transitioning to hosted services. Users usually report satisfaction with performance, with rarely any interruptions. Minor issues related to cloud services are quickly resolved by their team. Despite rare slowdowns, users frequently rate stability between seven and nine out of ten. Environments using it extensively proclaim significant reliability, and they often express contentment with how it operates continuously without significant disruptions.
