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.
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
Functional Manager at Gemeente Epe (201-500 employees employees)
Use Cases and Deployment Scope
We use TOPdesk as a notification system. We have been using TOPdesk for a long time and are very satisfied with it. It is very user-friendly and the service from TOPdesk itself is TOP. The energy that is put into new customers but certainly also to the existing customers is really fantastic. Hope to be able to use these services for a long time to come.
Wij gebruiken TOPdesk als meldingensysteem. We maken al heel lang gebruik van TOPdesk en zijn er zeer tevreden over. Het is zeer gebruiksvriendelijk en de service vanuit TOPdesk zelf is TOP. De energie die gestoken wordt in nieuwe klanten maar zeker ook naar de bestaande klanten is echt fantastisch. Hoop nog heel lang gebruik te kunnen maken van deze diensten.
IT Consultant in Information Technology at Meander Medisch Centrum (1001-5000 employees employees)
Use Cases and Deployment Scope
TOPdesk is mostly used by my customers within several market types like Health, IT, Telecom. The last couple of years I’ve seen the struggle that most health organizations have with their service management processes. Using a TOPdesk configuration that actually works effectively in relation to the organization processes. Most of the health organizations I’ve seen do not take the time to determine their SR needs and just start with a TOPdesk configuration and don’t evaluate enough to adjust their processes.
Pros
Knowlegde items are greate
Overall TOPdesk as Servicemanagement tool
Cons
Motivate customers to not just start but do an indekt analysis which might take more time but in the long run is much more efficient for the organisation
Continiously check with customers to see how they are developing
Return on Investment
Organisation is getting used to fixed TOPdesk relaxed processes
Alternatives Considered
Jira Service Management, ServiceNow DevOps and YouTrack
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
System Administrator in Information Technology at JET e-business (51-200 employees employees)
Use Cases and Deployment Scope
We use TOPdesk in our organization as a helpdesk IT service management solution, documentation and changes management, knowledgebase and self service portal. It is maintained by our support and customer relationship team, and used in all other teams in the company, in order to attend our clients needs, solicitations and support ticket level 1 and 2. TOPdesk resolves the need of tracking all clients solicitations for services, features and software bugs.
Pros
Support ticketing
Change management
Automated workflows
Service history
Ticketing scalation
Cons
Selection filters
Selection result searching
Mentions
Time tracking
Return on Investment
Positive ROI
SLA's definitions and following up
KPI's dashboard
Alternatives Considered
Freshdesk, Freshservice, SAP Business One and Atlassian Jira
Other Software Used
Hyper-V, Amazon Route 53, Amazon Simple Email Service (SES), Cloudflare, Azion, Azure DevOps Services, Microsoft 365, NAKIVO Backup & Replication
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
Verified User
Engineer in Information Technology (51-200 employees employees)
Use Cases and Deployment Scope
It's our main ticketing and time registration tool for the helpdesk. It was very customizable to our needs which we appreciated a lot since we had 1st, 2nd, 3rd line support and a separate offsite helpdesk team as well. With the templates and saved messages we could escalate tickets very easily and this saved us a lot of time. We could easily make a new project and start booking time on it and afterwords used some reporting to report it to management. Would recommend it to anyone looking for a tool that just works and does what it needs to do.
Pros
Customization
Project management
Ticketing flow
Time registration
Cons
Out of the box experience might be too basic for some advanced users
Return on Investment
Cost saving with all of the features TOPdesk has provided
Vastly improved efficiency compared to our previous tool (over 30%)
Much faster resolution and response times to our end users
Alternatives Considered
Cherwell Service Management (discontinued) and Freshservice
