Replicon's Project Time Tracking suite of applications allows users to track billable time, manage project hours and cost, track project expenses, as well as manage paid time off.
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TOPdesk
Score 8.7 out of 10
Mid-Size Companies (51-1,000 employees)
TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.
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Pricing
Replicon Project Time Tracking
TOPdesk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Replicon Project Time Tracking
TOPdesk
Free Trial
No
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Optional
Additional Details
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The TOPdesk license model:
- Modular: Organizations purchase only the modules needed
- Saas or On premise
- Supports unlimited number of assets.
- End users OR service agents based. For flexibility in the number of agents for e.g. extra busy times of the year, the end user license allows adding agents without any restrictions, no day passes needed.
I believe it is well suited for a small sized company, like my previous one, that does not want any IT overhead to onboard a new tool. This tool is available online and can be accessed via the internet. It has all the necessary components to help you record your activity. But the solution in its current form is not scalable. [I've] Given few of my reasons I feel this is not well suited for a large company (like the one I currently work at).
I think TOPdesk is best fitted in small to medium businesses, if there is someone capable of programming the rule sets. Those can be hard to create properly or maintain over time. The knowledge base and Self Service Portal can provide users with some insights and help, even if the SysAdmin is unavailable at that time. I don't think it is suitable for larger companies, because I personally think it will get quite messy then.
It allowed me to fill my work time sheet. Every week I had to fill this. Based on the numbers the company keeps track of which days I worked.
It reminded me to fill the time sheets constantly and also notifies me when it gets approved. So I never really forgot to fill it.
It allowed me to see my vacation days left, and plan ahead.
It had a list of holiday dates which was very handy to plan my trips or vacation.
It had categorization by department and my view of time sheets was only limited to me. I could not see others time sheets, and except for my manager, nobody else could look into mine.
It had internet access, which meant I could fill my sheets anywhere. It came in handy while working from home where a VPN connection may not be present. I also guess that this service being online meant no extra effort from IT department side.
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.
The UI in my opinion was too simple. Calendar views were pretty stale.
I don't believe there was a mobile app for this, or this site worked nicely when opened on small devices.
A better view of my time could have been shown. At the time I could only see small excel like boxes filled with numbers. Graphs, or some other visualization of remaining days would have been lucrative.
Very stupid login page. We had to fill "company name" at the login page and this name had to match exactly to what was set in the database. It was frustrating and I always had to refer my notes to get that right.
There wasn't any preselection option which made it hard to do it fast. If I can only set a few fields (because we had long list of dropdowns to choose from) then this process could be much smoother.
A major issue was not being able to see my team-mates schedule or calendar. E.g. when are they taking vacations. So I had to pester them offline to get this information. Many times due to inter-team miscommunication we didn't know about others vacation days during planning. A central place where I could see this information would have helped me a lot.
The requirement to fill out certain fields before a ticket can be closed can be cumbersome. This could be a requirement for some organizations though.
The field mappings from Azure AD to user data could be a little more precise. Some of the fields just don't translate.
When setting up the system to intake emails as trouble tickets, it can be tricky when people reply after a ticket is closed. It will create multiple tickets from this.
As the project manager for the system, I find it to be intuitive and helpful to keeping our technicians in the field and working rather than running back all the time for paper copies of work orders. I think once we have a solid year under our belt there are things that we can work to expand on. The technicians like it because they can look back at old work orders to see what we did in certain locations to make repairs. All the notes are contained on the system rather than relying on someone else to put them in and dig them back out. The system benefits the technicians when they use it to their advantage. We are also finding reduced calls to the office asking about work order statuses. The customers are getting real-time updates on their requests.
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.
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.
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!
TOPdesk is easy to use and affordable with all the major features required for any organization to smoothly manage its services. We were not quite sure at the beginning if we should go with the TOPdesk for IT service management but we started getting used to it in just a few months. Now, after using it for 3 years, it has been a backbone tool of our organization. The customer support provided by TOPdesk is fast and reliable.
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.
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
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
I believe it is not in my power to select the best tool. It depends on whatever company I work for. It just happens that we use a different system (and I don't even know if this is an internal system, or another online tool). But I do like my current system. It has a better UI, and more detailed insights about my time. It also shows my pay stubs and other small neat information like tax papers to help me organize. It also has notifications when something new comes up. All these features I think I lacked in Replicon (or maybe my company didn't have access to these).
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.
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.
Replicon helped me maintain a record of my time. This helped during my assessment where my manager could see my work hours.
Replicon was easy to use, so I didn't spend my precious time filling sheets in this site. As far as I can remember, this site only gave me problem once, but was never down.
Though a good tool, I actually never got the use case of recording your time sheets. I think it will be pretty hard for an employee to just fill the time sheet and not show up for work. There are so many meetings and people around you, that you cannot fake your presence. So I feel there is no need to fill time sheets. It is a functionality with no real world solution.
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.
