TOPdesk Reviews
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94 Reviews for UK Users
- Industry: Pharmaceuticals
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Top Marks
Reviewed on 01/03/2019
I was looking for a Helpdesk tool for my small, but growing company, branching across multi-sites...
I was looking for a Helpdesk tool for my small, but growing company, branching across multi-sites and countries and found a SaaS solution that I quickly realised will allow me to grow the system / teams and complexity as I need it to.
You can start with a really simple set-up but its complexity can grow to fit any company. This allows me to make changes as we grow without having to upgrade to other systems.
TOPdesk is modular which means you can start with some of the modules and then add them as your needs grow. It’s just a cost option and you’re ready to go.
When you purchase a product you want to be able to configure the system as your needs change and grow, with the training team on site to help your initial setup you go through some in-depth training allowing you to become the master of your system, with all the skills needed to make the changes yourself to the way you want it after the training team have left, no additional costs every time you need a change made.
TOPdesk support is second to none with timely solutions to your problems with most problems being resolved with first time fixes while on the phone.
Would I recommend TOPdesk to other companies? Yes without a doubt and if I was to move to another company who needed a helpdesk system the first team to call would be the TOPdesk team.
Pros
Topdesk can be as simple or as complex as you want / need it to be. It's ideal for small companies to large organisations, it will take it all in it's stride.
Cons
I still find the idea of having to use third party software for complex reports. The reporting side is not its strong point.
Response from TOPdesk
Wow, thank you Martin for your top marks. We appreciate the feedback and compliments!
- Industry: Government Administration
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Service excellence experts - supplier as a business partner
Reviewed on 14/06/2019
TOPdesk are beyond that of a supplier and more a business partner that many other suppliers could...
TOPdesk are beyond that of a supplier and more a business partner that many other suppliers could learn a lot from. They provide awesome support backed up by knowledgeable staff / consultants who share your desire for service excellence.
Pros
Does what is says on the virtual tin - the modules are well designed and fit for purpose and allow for customisation's when rarely needed. The software can grow with your own needs as and when needed making it a great return on investment and is not limited to 'just a insert team name here' system allowing for integrated processes and oversight end-to-end. The expansion into allowing microservices to bolt onto TOPdesk via the marketplace only add more value.
Cons
Its very minor but being able to save a complex form component - it would be great to save a small number (3 max) of complex built form components that can be re-used on other forms rather than having to rebuild it each time its used. e.g. long drop downs just for speed, consistency and efficiency.
Response from TOPdesk
Thank you Nick for sharing your thoughts in this review. We really appreciate you experience TOPdesk as your business partner. This goes both ways looking at all the constructive feedback you provide on roadmap topics for instance. Hope to have you with as as a customer and business partner for many years to come!
- Industry: Facilities Services
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Topdesk review
Reviewed on 12/12/2023
Overall I am very satisfied with the use of Topdesk. There is also internally satisfaction, and...
Overall I am very satisfied with the use of Topdesk. There is also internally satisfaction, and even more departements ate being connected.
Pros
Creating and following requests works great. Also the self service portal is very useful in the organisation to submit a request to the correct departement.
Cons
Configurating the Self Service Portal could be more flexible. For example field becoming visible on other fields and the formatting of fields.
Response from TOPdesk
Hi Ron, thank you for your review! We're glad to hear that TOPdesk is beneficial for your organization and that the self-service portal is proving useful. We appreciate your feedback on making the portal more flexible - we're always looking for ways to improve. Thanks again for your input, and we look forward to continuing to serve your needs. Best, Team TOPdesk.
- Industry: Fund-Raising
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Topdesk has improved over the years.
Reviewed on 10/09/2019
All in all this is a sound product that gets the job done. As it is very configurable we have over...
All in all this is a sound product that gets the job done. As it is very configurable we have over the years automated al lot of services via the self-service portal.
Pros
The self-service portal is very configurable. We have setup a nice look self-service portal that gets improved over time. Having used TD for many years, we have seen it grown over the years and like it.
The SSO option is available and as many people use it daily it is almost a must to use it. Setup of it was relatively easy.
Cons
We have a useability issue with Firefox and the operator console where an "X" character is not recognized. This will be solved by an update, but in the meantime it is annoying.
I don't like the default search option of "Fuzzy". I always use the quotes around a search term to disable that. I would like the default be changed or at least configurable.
Response from TOPdesk
Thank you for taking the time to write this review. We hope to have you with us for many more years to come!
- Industry: Education Management
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
A solution that doesn't try to do everything
Reviewed on 18/03/2019
TOPdesk is a solution that doesn't try to cater to every single aspect of Service Management. Its...
TOPdesk is a solution that doesn't try to cater to every single aspect of Service Management. Its core strength is its approach to Call, Change and Operations Management, which means it's very focused on Service Delivery. This means most people at the 'coal face' can understand how the TOPdesk system works with only a small amount of training.
It's fair to say the system has its own slant on how tickets should be dealt with and changes managed, but the overall effect is of a solution that appears simple to use while doing some quite complicated things below the surface.
I've found the company to be among the best in its proactiveness and involvement with customers, and their support function is extremely good. They're also very keen to work with customers on new features.
Pros
Extensibility and integration options.
Takes an uncomplicated approach to service management.
Cons
Built-in reporting.
No serious attempt to support Release or Deployment.
Response from TOPdesk
Hi Kevin, you're spot on. We aim to be "best of breed" in ESM/ITSM with heavy focus on service delivery. Thank you for the compliments and feedback. Most welcome.
- Industry: Packaging & Containers
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Let the great team of TOPdesk help make your life easier
Reviewed on 07/05/2019
Pros
It's very easy to tweak the software to make it work in line with your current processes. It helps shape them so everyone can easily follow guidance and procedures.
We currently use Incident, Problem, Change and Operations Management successfully and are very excited about continuing to improve our processes with such a knowledgeable partner at our side. Our audit rating and maturity levels continue to get better and better as a consequence as well.
Cons
Of course there are times that we'd like to do something that the software isn't quite capable of doing yet, but the labs team is constantly looking at new trends and often there is already something in development. If that is not the case the consultants are great in helping us develop workarounds.
Response from TOPdesk
Hi Stephanie, thank you so much for your review. Great to have such great experiences from a long time customer.
- Industry: Education Management
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Super Functional Tool For Ticket Management
Reviewed on 18/01/2020
Pros
This was a very big jump from our previous Service Desk management tool. It is very fast, has many features, is easy to use and has many different escalation routes. This helps in collaborating without having to start explaining things from the beginning. One of the features which I really love, is the ability to prioritise and categorise workload. The deadline function is also super helpful as it allows you to see when something needs to be seen to urgently. Finally, I love the fact that the search feature is very dynamic and very fast which enables analysts to search very quick for a ticket.
Cons
The worst part about topdesk, is learning how to use it. Most people will love their experience with using it, however, getting to grips with it can be daunting and off putting. There is no easy way out though and it does require very basic minimal technical knowledge.
Response from TOPdesk
Hi Juber, thank you very much for reviewing TOPdesk and the feedback. If there's anything we can do to help you please reach out. Happy to help.
- Industry: Retail
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
User focused on Self service portal and tickets
Reviewed on 12/12/2023
Building the self service portal for the store and managing the tickets is an good job where you...
Building the self service portal for the store and managing the tickets is an good job where you can manage creativity and skills. I see the possibylities but because shortage of knowledge not always executable
Pros
possibylities are endlless, for the person who report easy in use
Cons
new features and suggestions not always top of mind to share. Now the roads to walk are not clear
Response from TOPdesk
Hi Daniel, thanks for your feedback! It's great to hear that you find TOPdesk easy to use and versatile. We understand your point about new features and we're working to improve our communication.
Best,Team TOPdesk
- Industry: Medical Devices
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
That is possible in TOPdesk
Reviewed on 15/03/2022
When I started at my current employer, I said for a year "that is possible in TOPdesk." If for...
When I started at my current employer, I said for a year "that is possible in TOPdesk." If for example. someone asked for an overview of the status off tickets or Assets. After a year we purchased TOPdesk, which supports our daily work well. And provides much more structure and overview.
Pros
You get an overview of your assets and repairs and their status. Because everything is connected, you can easily make a list of whatever you want.
Cons
Integration with email is difficult between TOPdesk and the system administrator of our company. And that's why it still doesn't work
Response from TOPdesk
Hi Wesley,
Thank you for the review. We really appreciate it. If you have any questions feel free to contact us.
- Industry: Government Relations
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
TOPdesk review
Reviewed on 14/12/2023
Pros
User-Friendly Interface, costumTion, Customization automation, SSP, knowledgement system.
Cons
Customization Complexity. Overly complex customization requires additional time and resources.
Response from TOPdesk
Hey Jindi,
Thanks for your review! We're glad to hear you're enjoying our user-friendly interface and customization features. We understand that some customization can be complex and we're always here to help streamline that process for you.
Best, Team TOPdesk.
- Industry: Education Management
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
My Journey with TOPdesk
Reviewed on 14/06/2019
This is a great tool for Shared Services, and its potential as a one stop shop for all requests and...
This is a great tool for Shared Services, and its potential as a one stop shop for all requests and enquires within any organisation, no matter how large or small that might be.
Pros
Ease of use, plenty of self help guides and support, they are always introducing new features and actually listen to its customer base, which to a greater extent drives their development of the products.
Cons
Having to invest in extra modules.
Setting up the actions and events
Response from TOPdesk
Hi Rudy, thank you very much for sharing your review. We really appreciate it! We're all about Shared Services, so happy to read it fits your needs.
- Industry: Food Production
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Review Gert Ruiters
Reviewed on 12/08/2021
Maintenance contracts entered in TOPdesk now run automatically.
visitors are properly registered...
Maintenance contracts entered in TOPdesk now run automatically.
visitors are properly registered with the visitors registration module.
No phone calls anymore, tickets are created by the customers direcly.
Pros
Many modules which means that Topdesk can be widely used in the company
Cons
in asset management, for example, there are still some points that could be improved, but Topdesk is busy with this, I'll keep an eye on the roadmap.
API connection with other systems is not yet possible for all modules.
Response from TOPdesk
Hi Gert,
Thank your for making some time to review our product and services. We really appreciate it. We will always improve our product and we are happy to hear that you know where to find the updates.
If you have any suggestions or questions feel free to contact us.
Always happy to help.
- Industry: Paper & Forest Products
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
YOUR helpdesk package from a company who makes their helpdesk YOUR helpdesk
Reviewed on 05/04/2019
Topdesk has helped us to ensure we meet all aspects of our SOX compliance around incident and...
Topdesk has helped us to ensure we meet all aspects of our SOX compliance around incident and change management.
Pros
Topdesk is a very flexible modular helpdesk application, for which I not as of yet found limitation with. The support team encourage you to adapt the system to complete new activities they have not as of yet thought of.
The API and flows support built in by default make this a very powerful system
Cons
In all honesty, the only con, is that I cannot think of a con at a moment
Response from TOPdesk
Hi Barry. Thanks for sharing this review and to read we've helped you take the SOX compliancy steps. Smurfit has been with us for many years and we hope we can continue this great collaboration with you for many years to come!
- Industry: Accounting
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Helped us to improve customer experience and team workload at the same time
Reviewed on 01/11/2017
Self service to help staff help themselves. Better visibility of change status and Service desk...
Self service to help staff help themselves. Better visibility of change status and Service desk that now feels better equipped to deal with incoming tasks and still has headspace to turn those into good KB pages to share knowledge within the team and with the end users.
Pros
Self service portal flexibilty, the designer lets you set this up to look how you want it to rather than forcing you into a default look and feel. You can customise it so much you will never run out of things to do with it.
Cons
Time it takes to learn the package as there are so many options. Sometimes it takes a while to remember where the option you are looking for as the admin is. Also sometimes things change on the SaaS environment and we missed the update notice and had to contact support to figure out what had happened to a fearure. Now look at the update feed so we are ready for them.
Response from TOPdesk
Thank you very much for sharing your experience Lee! We really appreciate it.
- Industry: Government Relations
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Great support
Reviewed on 12/12/2023
TOPdesk is an user friendy application. Continuously innovative
TOPdesk is an user friendy application. Continuously innovative
Pros
The consultants has a lot of knowlodge. They response quick on the quistions we have.
Cons
We have no issues with TOPdesk.TOPdesk is a good product
Response from TOPdesk
Hello Johan, we're really glad to hear that you're pleased with the knowledge and responsiveness of our consultants. It's wonderful to know you're finding TOPdesk a good product. Your comments about the user-friendliness and continuous innovation of TOPdesk are really appreciated.
Best, Team TOPdesk
- Industry: Facilities Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
TOPdesk review Dec 2023
Reviewed on 12/12/2023
Pros
Overal usability and functionality.
Adaptebility
Cons
Not able to use ritch text and copy/paste pictures
Response from TOPdesk
Hi Diekus, we're happy to hear you enjoy TOPdesk's usability and functionality. Your feedback about rich text and picture pasting is noted - we're always aiming to improve. Best, Team TOPdesk
- Industry: Machinery
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
TOPdesk Change Management
Reviewed on 01/06/2022
Registration of a lot of company assets.
Loan registration
Automate processes for tasks for...
Registration of a lot of company assets.
Loan registration
Automate processes for tasks for operators in TOPdesk
Pros
Change Management is a nice product for automate processes for onboarding for new Employees en company Assets
Cons
To set your specific function is sometimes difficult.
With help of TOPdesk support you can set a lot of functions. They are very helpfull.
Response from TOPdesk
Hi Johan,
Thank you for the review. We really appreciate it.
If you have any questions feel free to contact us.
- Industry: Banking
- Company size: 501–1,000 Employees
- Used Weekly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 1.0 /10
TOPdesk still on top?
Reviewed on 03/01/2024
Although TOPdesk offers everything you would expect from an ITSM tool, and has proven itself over...
Although TOPdesk offers everything you would expect from an ITSM tool, and has proven itself over the years, i feel like it has been surpassed by their competitors, which offer a more modern experience for both users and administrators.
Pros
TOPdesk has been one of the most used tools of its kind for quite some time, and offers all functionality that you would expect.
Cons
The look and feel of TOPdesk are not as up to date as their more modern competitors.
Response from TOPdesk
Hey Mark,
Thank you for sharing your thoughts! We're glad to hear that you appreciate the functionality of TOPdesk. Your feedback about the look and feel of our platform is noted. We're always aiming for improvement and a more modern experience is definitely on our radar.
We understand that competition is fierce and we're committed to keep evolving to meet and exceed expectations. Your feedback is incredibly valuable in this process.
Best, Team TOPdesk
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Great package, helpful consultants and potential for you to develop into a joined up SM system
Reviewed on 05/02/2018
Pros
Flexibility to deliver virtually all we need by way of ITSM.
Configurable, but stable SaaS.
Fab self-service environment.
Cons
Niggles about reporting, but that's more likely to be user error. Still not 100% integrated with MS Exchange to share calendar appts for example.
Response from TOPdesk
Thank you Gordon!
- Industry: Sports
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Great tool for big and busy businesses, to make sure every todo is being taken care of
Reviewed on 25/04/2018
Pros
Managing tasks, getting things done and trusting your lists are a big part of why I like this. It offers so many functionalities and is still easy to learn. I also love that it's SaaS.
Cons
Although it's easy to learn, it's hard to master. We are missing some integrations, but we have yet to find a better software than this.
Response from TOPdesk
Thank you for the great compliments and do please reach out to our support or consutancy guru's if we can assist in mastering the software.
- Industry: Chemicals
- Company size: 5,001–10,000 Employees
- Used Monthly for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Good basic IT ticketing system
Reviewed on 11/04/2022
It is probably best suited for smaller companies without a need to advanced routing. TOPdesk looks...
It is probably best suited for smaller companies without a need to advanced routing. TOPdesk looks to be continuing to develop more modules. It would be helpful to see more focus on optimizing the core application, including a mobile app to make it even easier for employees to log trouble tickets when they need to.
Pros
The ticketing application was relatively quick to set up and deploy. It is easy to use by employees. It allowed employees to log trouble tickets via a button on our intranet rather than needing to remember a different application to visit.
Cons
The application is not flexible in terms of setting up workflows. There is a change management feature that seems underdeveloped and did not prove value-added to deploy.
Response from TOPdesk
Hello Sandy,
Thank you for your honest review. We really appreciate feedback from our customers.
We will keep developing TOPdesk and hope that we can fulfill all your needs in the future.
If you have any questions feel free to contact us.
Kind regards,
TOPdesk
- Industry: Hospital & Health Care
- Company size: 5,001–10,000 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
TOPbest!!!
Reviewed on 14/12/2023
Pros
The ease to learn the basics of the software
Cons
Sometimes i am missing some documentation about certain cases. But overal i can find what i need else i will contact the service desk.
Response from TOPdesk
Hey Remon,
Loving the wordplay in your review - TOPbest, that's what we aim for! Glad to know our software's basics are easy to pick up. We've taken note of your point about documentation - we're on it. And yes, our service desk is always ready to assist you.
Best, Team TOPdesk
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
its versatility and the quality of services
Reviewed on 06/04/2018
Pros
Wow, a company like TOPdesk does not deserve anything other than good reviews, as a client I'm really satisfied, I'm sure that in the field of help desks stands out a lot and is one of the best, its versatility and the quality of services are indisputable.
Cons
I really do not have any complaints to give, on the contrary, only excellent comments, I'm very happy, 100% recommended.
Response from TOPdesk
Thank you so much Estela. Compliments like these make our day!
- Industry: Telecommunications
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Very good work
Reviewed on 08/04/2018
Pros
Very good work done by TOPdesk leaves me in no doubt that it is one of the best companies currently in the field of help desks.
Cons
I'm really leaving without any complaints, very happy with the best service that they gave me. Excellent, highly recommended.
Response from TOPdesk
This is the cherry on the cake for us Ines. Thank you for the great compliment.
- Industry: Electrical/Electronic Manufacturing
- Company size: 201–500 Employees
- Used Monthly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Maybe the best Ticket System
Reviewed on 23/06/2022
Excellent
Excellent
Pros
It looks fantastic! Probably the best-looking Ticket System on the market.
Cons
Kind of hard to set up and maintain. Imports are done by Scripts.
Response from TOPdesk
Hello Nils,
Thank you for the review. We really appreciate it.
If you have any questions feel free to contact us. And if you have any tips for us about the set up you can also contact us.