The helpdesk that I started working for about 6 months ago had recently implemented TopDesk Enterprise 4.0.9.234 into an otherwise unstructured support department. Myself and a couple of other guys were drafted in to help put it into action.
I have many gripes with this software and know that there are better solutions out there but we are stuck with this one and I wondered if anyone else uses it, what they think of it and if they have overcome any serious problems/gripes with it.
My main issue is the way tickets are communicated to the caller. At the moment the caller is sent a link when new info is created and they have to log on to add their own info and read existing info. For starters, why can’t it use pass through authentication and secondly, why does the caller even have to log on to Topdesk? Why cant they just reply to the email and the info automatically be copied to the ticket.
One more thing, why can’t the user send an email to the helpdesk and the ticket automatically created instead of helpdesk staff or the user having to create it?
Your issues, thought, solutions and questions are very much welcomed and appreciated!