TOPdesk would be great for bigger sized companies where there is a reasonable number of support questions. I think it is less suitable for maintenance departments who want to plan replacements and keep track of (almost) outdated equipment.
[It's] Used by the whole organization. It addresses any ticketing management needs to maintain records and IT/Web/GIS/Design communications with staff.
TOPdesk is used almost across the whole organization. But also our customers have access to it. TOPdesk is used by customers and our internal user for filing incidents and changes. We also hope to implement the project management and change control modules in the near future.
TOPdesk reps have been an invaluable resource. Anytime we have had questions or concerns, they were solved with a quick email or phone call. The initial web conference walkthrough of TOPdesk was very helpful.
We use TOPdesk to track issues in engineering and information technologies. It is used to track the hiring process for human resources and information technologies. Is used to track information on vehicles. It is also used in conjunction with project management.
It's good for IT ticketing, but the users in the office find it too hard to log in and complete the ticket. 99% of user tickets are created by an email to TOPdesk.
TOPdesk is well suited to managing internal and external incidents and changes. We have not run into a customer type who would not benefit from the functionality. The only potential issue would be cost. Perhaps the price is out of reach for smaller groups. The customization really goes a long way.