What users are saying about
This review does not include a rating.
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
290 Ratings
This review does not include a rating.

TOPdesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
290 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Feature Set Ratings

    Incident and problem management

    iET ITSM

    Feature Set Not Supported
    N/A
    8.1

    TOPdesk

    81%
    TOPdesk ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.8
    88%
    139 Ratings

    Expert directory

    N/A
    0 Ratings
    8.2
    82%
    88 Ratings

    Service restoration

    N/A
    0 Ratings
    8.4
    84%
    89 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.1
    81%
    128 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.5
    75%
    97 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.0
    80%
    107 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    7.9
    79%
    114 Ratings

    ITSM asset management

    iET ITSM

    Feature Set Not Supported
    N/A
    8.3

    TOPdesk

    83%
    TOPdesk ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    8.8
    88%
    108 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    8.2
    82%
    95 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    8.0
    80%
    77 Ratings

    Change management

    iET ITSM

    Feature Set Not Supported
    N/A
    8.0

    TOPdesk

    80%
    TOPdesk ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.0
    80%
    107 Ratings

    Change calendar

    N/A
    0 Ratings
    7.6
    76%
    87 Ratings

    Service-level management

    N/A
    0 Ratings
    8.5
    85%
    89 Ratings

    Attribute Ratings

      Likelihood to Recommend

      iET ITSM

      N/A
      0 Ratings
      8.6

      TOPdesk

      86%
      139 Ratings

      Likelihood to Renew

      iET ITSM

      N/A
      0 Ratings
      9.3

      TOPdesk

      93%
      49 Ratings

      Usability

      iET ITSM

      N/A
      0 Ratings
      8.9

      TOPdesk

      89%
      24 Ratings

      Availability

      iET ITSM

      N/A
      0 Ratings
      8.8

      TOPdesk

      88%
      9 Ratings

      Performance

      iET ITSM

      N/A
      0 Ratings
      8.2

      TOPdesk

      82%
      9 Ratings

      Support Rating

      iET ITSM

      N/A
      0 Ratings
      8.4

      TOPdesk

      84%
      216 Ratings

      In-Person Training

      iET ITSM

      N/A
      0 Ratings
      7.3

      TOPdesk

      73%
      1 Rating

      Online Training

      iET ITSM

      N/A
      0 Ratings
      6.4

      TOPdesk

      64%
      1 Rating

      Implementation Rating

      iET ITSM

      N/A
      0 Ratings
      6.7

      TOPdesk

      67%
      17 Ratings

      Configurability

      iET ITSM

      N/A
      0 Ratings
      7.0

      TOPdesk

      70%
      7 Ratings

      Ease of integration

      iET ITSM

      N/A
      0 Ratings
      6.7

      TOPdesk

      67%
      11 Ratings

      Product Scalability

      iET ITSM

      N/A
      0 Ratings
      8.6

      TOPdesk

      86%
      8 Ratings

      Vendor post-sale

      iET ITSM

      N/A
      0 Ratings
      7.9

      TOPdesk

      79%
      6 Ratings

      Vendor pre-sale

      iET ITSM

      N/A
      0 Ratings
      8.7

      TOPdesk

      87%
      5 Ratings

      Likelihood to Recommend

      iET Solutions, LLC.

      No answers on this topic

      TOPdesk

      TOPdesk is best suited for mid-size and large-size organizations where employees can use a self-service portal to quickly find answers, report incidents, book resources, or call for support. It is not appropriate for enterprises and governmental organizations where the privacy of information is a must.
      Read full review

      Pros

      iET Solutions, LLC.

      No answers on this topic

      TOPdesk

      • TOPdesk provides a clean and modern interface for all of its modules. Many of the modules have a similar look and feel, which makes it easy for users to utilize each one.
      • Its workflow system allows administrators and developers to define what needs to occur when certain events happen. This can ensure that processes happen in the correct sequence.
      • TOPdesk includes a vast API system to allow for external systems to integrate with it, and for TOPdesk to communicate with external systems.
      Read full review

      Cons

      iET Solutions, LLC.

      No answers on this topic

      TOPdesk

      • Sometimes it is clunky to assign something to a specific person, unless you know the dept. that person is in.
      • If your dashboards are not configured correctly, its very hard to find work assigned to you.
      • The search function is only skin deep, unable to pull information on what was said in the ticket.
      Read full review

      Pricing Details

      iET ITSM

      Starting Price

      Editions & Modules

      iET ITSM editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        TOPdesk

        Starting Price

        Editions & Modules

        TOPdesk editions and modules pricing
        EditionModules

        Footnotes

          Offerings

          Free Trial
          Free/Freemium Version
          Premium Consulting/Integration Services

          Entry-level set up fee?

          Optional

          Additional Details

          TOPdesk has a unique license model: - Modular: Select the modules you need and easily expand as your business grows - Saas or On premise - Unlimited number of assets. Successful asset management should not be dependent on the license of your product. - End users OR service agents based, whichever fits your situation best. If you are looking for flexibility in the number of agents for e.g. extra busy times of the year, the flexible end user license lets you add agents without any restrictions, no day passes needed.

          Pricing Info

          Likelihood to Renew

          iET Solutions, LLC.

          No answers on this topic

          TOPdesk

          We have a multi-year contract and plan on keeping the database growing with our inventory. Techs are getting used to it and seem to like the ease of use and reliability of the cloud system. We have never seen it go down before and maintenance windows have been short and easy to work around.
          Read full review

          Usability

          iET Solutions, LLC.

          No answers on this topic

          TOPdesk

          Sometimes I think some things are hard to find. I often do not know if I have to search in Settings or in Modules. In some cases the user has to do a lot of clicks for example to link a key to a user. Something could work a little smarter.
          Read full review

          Reliability and Availability

          iET Solutions, LLC.

          No answers on this topic

          TOPdesk

          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.
          Read full review

          Performance

          iET Solutions, LLC.

          No answers on this topic

          TOPdesk

          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!
          Read full review

          Support Rating

          iET Solutions, LLC.

          No answers on this topic

          TOPdesk

          Support can be hit or miss. Sometimes response times are great and sometimes we have to continue to follow up to get answers. It appears that if the issue is hard or time consuming we get less assistance than if it is a quick fix.
          Read full review

          In-Person Training

          iET Solutions, LLC.

          No answers on this topic

          TOPdesk

          The training was short but effective. 1 day to train key users
          Read full review

          Online Training

          iET Solutions, LLC.

          No answers on this topic

          TOPdesk

          Simple training, Just to know the basics
          Read full review

          Implementation Rating

          iET Solutions, LLC.

          No answers on this topic

          TOPdesk

          SAAS implementation on our end could not be done by TOPdesk due to the fact that they do not offer it. Ask directly from the beginning for support from a SAAS specialist.
          Read full review

          Alternatives Considered

          iET Solutions, LLC.

          No answers on this topic

          TOPdesk

          TOPdesk was picked as our new Helpdesk solution due to the Asset Management module and the ability to integrate to Active Directory. When we work with the product demo we enjoyed the way TOPdesk does its work flow. Just about any field in the system is customizable. I have found their knowledge base of the product to be well written and up-to-date.
          Read full review

          Scalability

          iET Solutions, LLC.

          No answers on this topic

          TOPdesk

          In connection with invoicing the various companies and departments, we have split these up within td. This is easy to get arranged.
          Read full review

          Return on Investment

          iET Solutions, LLC.

          No answers on this topic

          TOPdesk

          • The self-service portal has allowed us to shift left massively. Students can find the solutions themselves very often.
          • It has allowed easier collaborative working between teams.
          • We are more efficient as we do not have to ask the student to repeat their question and we can record everything necessary in the incident. This provides an improved student experience as well as improved staff efficiency.
          Read full review

          Screenshots

          Add comparison