Top TOPdesk Features

What are the Best TOPdesk Features?

Helpdesk Features

Ticket Assign
Ticket Tagging
Ticket Queuing
Ticket Linking
Ticket Routing
Ticket Transfer
Ticket Merge
Ticket Split
Ticket Rating
Agent Handoff
Agent Collision Detection
Issue Management
Ticket Lifecycle Management

Remote Support Features

Screen Sharing

Supported Channels

Voice
Chat/IM
SMS
Email

Document Management

File Sharing
File Transfers
File Attachments
Contract Lifecycle Management

Phone System Features

Softphone

Call Management & Administration

Call Queue
Automatic Call Distribution (ACD)
IVR

Portal Types

Customer/Client Portal

Collaboration Tools

Notes

Language & Speech

Speech-to-Text

Customizable Items

Custom Reports

Reporting & Analytics

Status Tracking
Dashboard
Surveys/Questionnaires/Polls

Report Management

Report Filters
Report Publishing

Drag-and-Drop Builders/Designers

Report Builder

Data Management

Database Maintenance

Systems/Administrative

Work Offline
Sandbox
Agent Console
Agent Management
Administrator Console
Administrator Management
Centralized Console

Integration Options

APIs

Third-Party Integrations

Google Analytics
Slack
HubSpot
Okta
Zapier
Trello

Microsoft 365

Power BI

Google Workspace

Gmail

Course Management

Course Library

Supported Technologies

Artificial Intelligence (AI)

After-Sales Service

Phone Support
Email Support
Chat Support
Product Guide/Manual
Service Level Agreement (SLA)

TOPdesk Top Features Related Review

Michael

Reviewed on 21 December 2019

Topdesk has done many enhancements

We have automated many services over the years using the self-service portal since it is extremely configurable. Also, it is a very functional system.

Pros

Has an extremely configurable self-service portal which has constantly evolved, and it has an available SSO option which is quite easy to install.

Cons

The default Fuzzy search option isn’t good-to disable it, I always use the quotes around a search term
Failure to recognize the X character, as we have an issue with usability with Firefox and the operator console, makes it very frustrating.

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