TOPdesk Features

Incident Management (5)

Automate Ticket Routing: As reported in 19 TOPdesk reviews. Routes tickets automatically to the appropriate user.
Ticket Prioritization: Prioritizes tickets based on factors configured by the user. 20 reviewers of TOPdesk have provided feedback on this feature.
Ticket Notifications: Notifies the IT team when a ticket needs action. This feature was mentioned in 19 TOPdesk reviews.
Knowledge Base: Based on 18 TOPdesk reviews. Provides a forum for answers to common questions.
Knowledge Base/Ticket Integration: As reported in 18 TOPdesk reviews. Integrates knowledge base articles into a ticket.

Mobile: Enables access to service desk features via mobile device. 15 reviewers of TOPdesk have provided feedback on this feature.
Self Service: As reported in 18 TOPdesk reviews. Enables employees to view the status of their tickets.
Active Directory: Based on 16 TOPdesk reviews. Provides a directory of all users within an organization.
Multi-Channel Access: As reported in 16 TOPdesk reviews. Enables access to service desk features through multiple channels such as email, phone, or the portal.

Change Management: Based on 10 TOPdesk reviews and verified by the G2 Product R&D team. Tools to track and implement required IT changes in a system.
Asset Management: Based on 10 TOPdesk reviews and verified by the G2 Product R&D team. Tools to organize and manage all IT assets within an organization.
Reports & Analytics: Based on 10 TOPdesk reviews and verified by the G2 Product R&D team. A means to view and analyze a large amount of data in order to gain business insights.

Help Desk: Based on 10 TOPdesk reviews and verified by the G2 Product R&D team. A place for users to submit tickets when they require IT help.
Incident Reports: Based on 10 TOPdesk reviews and verified by the G2 Product R&D team. Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur.
Process Workflow: Based on 10 TOPdesk reviews and verified by the G2 Product R&D team. The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met.

Ticketing System: Based on 10 TOPdesk reviews and verified by the G2 Product R&D team. Provides a service desk for users to submit tickets for IT-related issues.
Performance Logging: Tracks action-by-action asset performance with machine- or human-readable logs.
Alerting: Based on 10 TOPdesk reviews and verified by the G2 Product R&D team. Creates alerts when tracked assets encounter errors or performance issues.
Automation: Based on 10 TOPdesk reviews and verified by the G2 Product R&D team. Automates repetitive tasks associated with IT service operations and maintenance.

Reporting: Based on 10 TOPdesk reviews and verified by the G2 Product R&D team. Provides graphics, dashboards, and general reporting around IT service, assets, and incidents.
Administration Console: Provides administrative tools for routine maintenance, upkeep, and tracking.
Access Management: Based on 10 TOPdesk reviews and verified by the G2 Product R&D team. Gives administrators control over user privileges and accessibility for IT assets.
Asset Management: Based on 10 TOPdesk reviews and verified by the G2 Product R&D team. Gives administrators control over hardware and software resource allocation and tracking.
Policy Dictation: Controls policies and configurations across business applications and hardware.

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives