Reviews (1-25 of 115)
- Easy for end users.
- Detailed audit reporting on tickets.
- Great support team.
- Great implementation team.
- We use SSRS for producing reports as the built in reporting system is not quite as granular as our admin team wanted.
- Automatically reads designated mail folder and creates incidents from this; this function is saving us a lot of time entering incidents. In this way, we can respond much quicker to incident calls.
- Escalation of incidents. We use this a lot, because we don't want our servicedesk to be occupied with stuff they cannot solve in a fashionable time. In this way customers are getting the correct response much quicker.
- Report engine. Creating reports is really nice and you can make them the way you want them. This gives us the flexibility to create reports with all the necessary information for our customers.
- Give best practice tips when designing your Topdesk environment, in this way you won't run into discussions with a Topdesk consultant about the way you run things!
- Make it easier to design some work forms for jobs you do for customers and let them sign off.
- Get more functionality available as an add-on, there are examples where you need to buy enterprise license just to get a hold on some of those features.
- Managing the support flow
- Ticket notifications and communication
- Flexibility for organization planning
- Top-notch support
- Could use better tutorials or a reference for more complex change requests
- Had some trouble with the API slowing down the SaaS server--too many hits
- Versatility. The ability to customize the interface.
- The ability to customize workflows for Incident and Change management is the best I have seen.
- The ability to segregate customer groups and manage them in one instance of TOPdesk is great.
- Would love to see stronger Self Service functionality, such as AI.
- Would like to see TOPdesk further embrace customer management of the platform.
- This is a bit more subjective: The interface continues to improve, but I would like to see it be a bit more intuitive.
TOPdesk is fulfilling a number of needs within our organization. First, TOPdesk gives us a centralized "help" location within our company so our employees can have a "one-stop shop" for all of their support needs. Secondly, TOPdesk is providing a centralized knowledge base for our departments and specific products for our employees. Lastly, TOPdesk offers an array of modules that many departments can utilize and share information or assets via.
- Large knowledge base repository that is searchable from basically anywhere, offers suggestions to the users, and can support images and gifs.
- Interdepartmental workflows--tasks can start in one department but end up triggering activities in tasks for other departments (employee on-boarding, for instance)
- Because there is so much functionality built in, the UI can look a little clunky for the operators.
TOPdesk would likely be overkill for a smaller organization that can probably get by using a less robust system.
- Implementation was super easy and they trained us during this time. We were totally self-sufficient after implementation, meaning we could configure the system without calling TOPdesk for help.
- The Self Service Portal is my favorite part. We have tried to push adoption of a SSP in the past but until TOPdesk, it never took off. It is so user friendly associates would rather use it then call our help desk.
- You can only drill down to 2 categories. I would like 3.
- Change management - Detailed activity management with workflow.
- Incident management - Simple, user-friendly interface, multiple pathways.
- More functionality around resolution codes and status.
- Ability to switch from simple to complex changes more easily.
It is also well suited for use for finance functions where internal controls are required (like vendor set-up and change). I haven't used some of the other functionalities yet, but expect it would be useful in other areas as well.
- The interface is well designed and through the years this has only improved.
- Reasonably easy to customize for your own needs. The management of the application is not too complex.
- Good and professional support from the TOPdesk support team.
- I would like to see more functionality for TOPDesk reports. It is not possible to create a complete report with several indicators from different categories. It would be great if I just could combine everything into one big management report which I could send monthly (automatically).
- Splitting the use for different departments in one TOPdesk environment is quite difficult. There are possibilities, but there can easily be cross contamination.
- The SelfServiceDesk is quite basic (but functional). It would be great if you could enrich these with widgets to retrieve realtime information from your environment (like specific uptime or live service status from business applications).
- Workflow Managments and uptime.
- Easily create forms for any new self service desk. Fast implementation of new workflows.
- Creating new users and archiving old users.
- Customizing more complicated workflow with different external teams.
- More options in creating more elaborate forms, adding pictures for example.
- more integration options for Azure, we currently cannot integrate fully with azure and manually upload everytime we create a new user.
It is well suited for ticket history and records retrieval.
It is not suited for team collaboration or collaboration with external users.
It is not suited with integration with office365.
- It creates a very plain system wich is easy to understand for the employees.
- The amount of features within TOPdesk makes the sky unlimited. It is so advance that there simply isn't a "no" when you want something done in TOPdesk.
- On the management side, it's pretty hard to find and edit specific items if you don't know where to find it. It could be a bit more organized and easy for people who have to manage TOPdesk in their environment.
- An employee is able to enter an IT problem or communication request in TopDesk.
- IT then receives the ticket and services it appropriately.
- We looked at using it as a project management system but found that it was more cumbersome for the novice user than some other systems that we looked at.
- The tracking of issues is excellent.
- Data entry is fast and logical.
- Time tracking is very good.
- It desperately needs the ability to search multiple categories at the same time.
- The export tool is very weak and complicated.
- The ability to edit self-service forms if they are incorrect would be very nice.
It does a very good job of repetitive change management. It is much weaker in off-the-cuff changes for tracking
- The ability to customize it.
- Ability to access anywhere there is an internet connection.
- Maybe a little easier to customize.
- Fix the Canadian phone support number. I called a few times and it just rings and rings.
- Be able to drag and drop a pic into the comment area while updating a ticket.
- Fast to address incidents, reported by telephone
- Fast tool to get information about customers
- Modular, so we started with only incident management, but now we have change management, operations management, and object management
- Fast replies of questions.
- In the SSP it is not possible for our customers to get an export of their own incidents in, for example, Excel.
- Email notification of incidents in the organization, For example, to client managers at our site and customer site.
- Integration with other tools like Power BI, report manager.
- User-friendly graphical interface
- Good reporting tool
- Possibility to build a knowledge base for FAQ
- We are not using all of the modules, so I would like to be careful with comments. Maybe some functions are available in other modules
- CSM functionality
Less suitable for Customer Support Management.
- Very easy to use, it's rather self-explanatory.
- Default it offers a lot of functionalities, like Plan Boards, Task Boards, Time Registration, Knowledge Management, Contract Management etc. and one can choose to use it (or not to use it, if it's not needed).
- Very configurable so that you can set up your organizational needs very well.
- Can't name any real Cons for the system. There will always be some small improvements which would be nice to have, but in general, everyone should be able to get up and running in no time and reap the fruits of being able to track issues decently.
- Single source of data for administrative purposes
- Quick tickets are real time savers!
- Showing relations between objects.
- No WYSIWYG editor, real pain in the ass.
- Building configurations of different objects can consume relatively a lot of time
- Search engine can be optimized
- Easy to understand end-user interface (both internal as well as self service portal)
- Easy to configure / maintain
- Easy to add new developed features to your SAAS platform (marketplace)
- Easy import facility to do relative simple data imports for base entities
- Search for specific data in your recorded interactions (both internal as well as from the self service portal)
- Reporting / Dashboards: There is still demand for reporting detailed lists of data. Also there is a growing demand for combining data from multiple entities and/or multiple systems (the last I understand this is out of scope of a system). Last, the output shows quite basic.
- Using custom fields in your SSP web forms. Currently, every field you enter (despite some standard ones like objects, contact details, category, short description,...) is stored in the request field. This makes it difficult for further process this data using HTTP actions.
- Plugin to push planned tasks to outlook is difficult to setup. Take a look at Salesforce.......
Provding support services in the public domain. We noticed it is really an advantage since many of our customers in the public domains also use TOPdesk.
Quick start for base first- and second line processes with less human resource effort. TOPdesk OOTB comes with ready to used first- and second line processes. There is not much knowledge and effort required to get started and keep your base configuration maintained. Also the license model is flexible to grow with your business. Overall this allows you a quick start of using TOPdesk with a minimum of exploitation effort and costs.
- With the help of the topdesk, the projects, incidents and changes are billed to the customers
- At the moment we have an improvement that we first have to make that already is already offered by the topdesk in functionality but it lacks time and know how to further refine and fine-tune this.
- Cross-referencing tickets is easy by just typing the incident number.
- There are many reports available out of the box.
- Single Sign-On using SAML makes it easy and safer to log on.
- Almost inherent in these products is the sheer volume of forms. TOPdesk doesn't make it easier compared to other products (but also not harder)
- Probably the version we use (on-prem), but there is a firefox issue where the "x" (lower case) key does not work in the actions field. The capital works fine.
- Very well organized for incident and change management
- Great way to manage a CMDB
- It's a bit hard to find all the features if you're an admin and new to the product. Could be a little bit more specific
- It is very easy to use. Explaining it to a new user takes 15 minutes at most.
- The great API features make integrating other applications a piece of cake.
- Modular build, and easily customizable, so you only see what you use.
- Fast and reliable.
- Its mobile usability could be better. Simple features are missing, like adding photos to an existing call.
- The self-service portal should be a little bit more customizable.
TOPdesk Scorecard Summary
Feature Scorecard Summary
1. Easy to use, quick to set up
2. Suitable for IT, FM or HR.
3. Seamless integrations with other packages.
4. Guaranteed service excellence.
5.Attractive and flexible licensing model TOPdesk has 20+ years experience in helping 5000+ organizations worldwide deliver the best service.
- Has featureFree Trial Available?Yes
- Does not have featureFree or Freemium Version Available?No
- Has featurePremium Consulting/Integration Services Available?Yes
- Entry-level set up fee?Optional
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.
TOPdesk Customer Size Distribution
|Small Businesses (1-50 employees)||5%|
|Mid-Size Companies (51-500 employees)||55%|
|Enterprises (> 500 employees)||40%|
TOPdesk Support Options
|Free Version||Paid Version|
|Video Tutorials / Webinar|
TOPdesk Technical Details
|Deployment Types:||On-premise, SaaS|
|Operating Systems:||Windows, Linux|
|Mobile Application:||Apple iOS, Android, Windows Phone, Mobile Web|
|Supported Languages:||English, Spanish, German, French, Portuguese, Dutch, Danish, Swedish, Hungarian, Italian, Polish, Norwegian|