Likelihood to Recommend 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.
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For companies that have larger facilities or multiple properties - this software is superb. You can track every maintenance plan - daily/weekly/monthly/annually - so nothing ever goes undone. I'm talking daily cleaning to refreshing the paint in the parking lot each year - you can easily schedule all of this maintenance within the app. Asset tracking - everything from machinery to tools to doors - you can tag and track all. Break/fix over time is huge - you can use the reporting function to see how many times something has broken over time - so now you can assess if it's more cost effective to replace rather than repair.
Read full review Pros 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 UpKeep Maintenance Management
Tracking service issues - There's really no more excuses for not knowing when the machine was last serviced. Upkeep allows us to track that. Scheduling - Knowing in advance which machines will need maintenance in the future allows us to actively prepare for shut-down periods. General knowledge - Users can add their knowledge to the archives of each machine we have, helping to improve the trouble-shooting process. Easy to update, easy to make - It's almost too easy to create and update files for locations, assets, parts, and issues. Read full review Cons 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. Read full review UpKeep Maintenance Management
Periodic maintenance needs are still a little tricky keeping in the system without flooding the user with too many work orders. It does not immediately update all the time. For example, closing out work orders and the number of total work orders stays the same until it’s rebooted. Search functions need improving. Read full review Likelihood to Renew 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.
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We love how organized it has made our processes.
Read full review Usability 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.
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I think the platform is user-friendly but there have been some issues that colleagues have been complaining about. For example, the program tends to run slow from time to time. Reporting could be better. We could use more fields for categories under parts and assets.
Read full review Reliability and Availability 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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Performance 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!
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Support Rating 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.
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I cannot say enough great things about their customer service. From the start of the purchase, Upkeep was extremely helpful and informative. They have been ongoingly keeping us informed and available to answer any of our questions as they arise. They ongoing learning portal is also helpful when new features and changes happen with the interface.
Read full review In-Person Training 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.
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Online Training 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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Implementation Rating 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
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Everything went as planned.
Read full review Alternatives Considered 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.
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Previously had MEX, though had not implemented it throughout the business. It was way too difficult for the techs to use on the fly and was just a nightmare to implement. UpKeep, on the other hand, is a walk in the park.
Read full review Scalability 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.
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Return on Investment 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 UpKeep Maintenance Management
Compared to other task managers, the user cost for Upkeep is very high. But to the degree the staff are willing to work with you, it is completely justified. The concern with an organization my size are items slipping through the cracks whether that is internally or by our renter base. Upkeep minimizes this to a great degree. You need to get everyone within your organization to buy into upkeep. It can only be as good to the degree that it is utilized. Read full review ScreenShots UpKeep Maintenance Management Screenshots