From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within the library require many steps instead of simple actions like drag and drop. This applies to incident management as well. View full review »

The solution should be made more user-friendly.

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The solution's reporting feature could be better. Also, it needs integration with Teams for users to chat with the help desk. In addition, it has technical limitations compared to other vendors in the market.

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All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes.

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One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information.

If you look at the competitors in the market they all have more artificial intelligence features. You are able to go to your help desk site, see a few questions and after that, you answer the questions for the ticket and the problem is solved. The TOPdesk version does not have this type of feature.

Our on-premises system is outdated, and the cloud versions do not have certain advantages that the competitors possess currently.

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We cannot change the projects. If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket.

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Change management implementation, facility management, and making reservations on assets can be improved.

In the next release, I would like to see more artificial intelligence algorithms within the software. This would have more self-learning capabilities and additional features. 

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The solution's change management module could be better.

The fact that it's very modular is causing headaches when working with reporting. 

We've found that many clients who use the solution need to have other reporting solutions on top of it because the native solution is lacking good reporting.

The solution lacks some functionality and integration with other modules which makes it difficult to run big projects.

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This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package.

This solution can integrate with most products, but it is based on consultancy fees.

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This solution would be improved if you could avoid repeating cards. An operator is also a user but requires creating two different records.

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