GLPI vs. Heimdal Patch and Asset Management vs. TOPdesk

GLPI is
well suited to an on prem environment, I work for a company that values open-source
software and European solutions.
I have no
experience with GLPI cloud hosted solution or their support as we have in house
devs that fix and improve our installation, their community in the support forum
is excellent if you have a question or want advice on an issue.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

Heimdal Patch and Asset Management has really helped us consistently patch our endpoints in what has become a much more flexible work environment. It picks up updates immediately upon release (looking at you patch Tuesday!), lets you set automatic install windows for "zero touch" deployment where appropriate and more manual control for clients you may want a slower roll-out for. Support staff are knowledgeable and quick to respond!

Incentivized

Invited by the Vendor

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It is an easy-to-use platform with a lot of capabilities. We use it for knowledge databases and it makes my work as Application Owner way easier and faster. It also provides a clear view of the issues running in our organization. We can clearly see where our colleagues are having problems. It also provides a clear view of my support tickets. Also, the reporting tools and the asset management are very nice.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

• Tickering
• Inventory
• FAQ

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Independently Invited by TrustRadius

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• Fast updates of well-known 3rd party applications
• Fast Management with only seldom cases in which we need to stop a change
• Quick Support-Team that will handle problems professionally
• Good amount of settings in the Dashboard with Group Policy options to allow custom settings for different Departments or Sub-Companies

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Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• TOPdesk's UI is pretty intuitive. Its often not needed to explain colleagues new functionalities as they are self-explaining.
• TOPdesk is visually cleaner compared to interfaces of other ITSM tools
• TOPdesk offers a lot of UI's that are easy to customize, like the home dashboard
• TOPdesk support is really good. Once we notice we do not get an answer that works for us, the issue is escalated directly to a specialist on demand.

• Lack of auto update mechanism.
• Admin interface is somewhat dated.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

• Interface could be more user friendly but when you know how it works its allright
• Easier way to quickly see what updates are installed on what machines

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Invited by the Vendor

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• assigning rights is too extensive, making it very complex to manage this up to date.
• Topdesk has gained so many features that it is difficult for a new user to become familiar with it.
• action sequences remain tricky and certainly not for everyone to understand.

If I could choose a new ticketing/asset/ITSM tool and a company I would definitely go with TOPdesk. I like the fact that the support team is also in Dutch and the pricing at the time we purchased it was very affordable. It had all the features we needed and since then the product has come a long way and has many built in out-of-box features that require much less config and setup time. However still very customizable so can be adapted to any customer/environment.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

We’ve used
GLPI for many years and the interface has gotten better with every major
release, the dashboard is easy to use and customizable.

With the
massive catalogue of plugins, you can change or add so many features and if you
have the right team, you can turn it into a completely unique piece of
software.

So, if the
default setup isn’t to your liking you can tweak it extensively.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

In short, we've been able to remove many pain points, automate multiple things, and empowered the end-user by being able to manage more items via the Self Service Portal. We've been able to do more than we were able to do with our previous ITSM platform. The TOPdesk development team added some things recently that will allow us to make some other things more efficient.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

Like I said somewhere else in this review: the helpdesk of TOPdesk is top of the bill! In the Netherlands, that is. I can not plea for the helpdesks in other countries, but I guess the TOPdesk organization will make sure the quality of the helpdesk is the same in every country.

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

Although being a SAAS solution, TOPdesk performs pretty fast. One can imagine that any SAAS solution is slow or has hiccups, but we have not experienced such with TOPdesk. Pages load quickly, logging in goes smoothly. We have made reports on premise in the past - that always took some time, as you might expect with such complex tasks. It seems that in the SAAS solution TOPdesk somehow has managed to make it even faster!

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

Most if not nearly all questions are answered within the same or a few days. The helpdesk is very knowledgable about their product and are always willing to help. The only downside is that for more difficult questions it can take a while due to the experts being further removed from the helpdesk. But they are always willing to answer questions, even if they are not directly related to a problem with the service.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

We had Topdesk in-house here training staff for almost a month (2-3 hour meetings 3x a week.) It was invaluable and we were able to take that training and share with the rest of our IT staff. Once implemented we were able to fly from there. The challenges we found were in how to get started. Once started the knowledge base offered from Topdesk has been invaluable.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

Online training documentation is easy to access and consume. There is no real challenges with finding information on how to use the product and some really helpful knowledge base items that show us how valuable these options are in our own implementation of it. The online training we've used has been self driven

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

It was a challenge to port over years of the same thing and we ended up keeping old ideas in Topdesk that we will eventually weed out as time passes and we learn how users view categories and flows of tickets. Planning is key but bear in mind that just because you used to do it this way doesn't mean you still have to

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

We selected GLPI because it is free software, and because of the potential it expected to have. We do not consider other alternatives.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

We Kaseya VSA as our RMM tool and this also incorporates patch and asset management. Although it overlaps Heimdal Patch and Asset Managment, VSA has a different database of 3rd party software. We use both solutions to give us a greater coverage of patches to ensure as many vulnerabilities as possible are patched.

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Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Spiceworks is an easier-to-use Help Desk solution but it lacks all other features that Topdesk has. Freshdesk was just too much for our environment. It was cost-prohibitive for our intended use. TOPdesk fit our org size and budget better than the others.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

TOPdesk is very flexible and scalable. Every department in you organization can you the software. Perhaps some persons need some training, but that can be provided by TOPdesk ot some keyusers.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Quick resolution of incidents
• User satisfaction measurement

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• A slight positive ROI according to the Heimdal Patch and Asset Management dashboard
• Malware detection rates are excellent with detections occuring live rather than during scheduled scans

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

• A good number of incidents can solved more quickly. Those cases can be solved by the customer itself and in TOPdesk it is very easy to send the self-service-solution with your answer.
• It is easier to report some things based on categorization and good search filtering
• If there are two or more tickets, they are difficult (or impossible) to merge correctly. There is a merge function, but there is for example, only one client possible. A solution where you close one merged ticket and send separate emails to every single customer would be really nice!