Reviews (1-25 of 103)
- TOPdesk provides easy to customize reports based on user or organization designed selections, allowing the data stored inside the helpdesk solution to be extracted, analyzed, and acted upon. Using simple visual queries, any user is able to build data extracts on the fly
- Importation of data is easy to arrange and insert into the system. From existing support requests to a customer knowledge database, the data can be imported once, or as part of a constantly updating system for user changes, asset management, or user-facing data.
- The ability to reply to emails to update tickets, both as the person making the support request and as the person working on the support request, makes it much easier to keep everyone informed as to the progress of the tickets and the eventual resolution.
- The initial setup curve is very high, with it being strongly recommended that you involve the company in the design and setup phases to be able to get the most out of the program. The complexity of the setup is more than offset by the functionality of the product.
- Consulting approach to implementation
- Ease of use
- always on (Cloud)
- System is made up of modules which is good for the scalability, however, there is duplication of configuration effort if you have many of the modules. Ie. L1 and L2 tickets require all actions and events to be duplicated if they are the same.
- Survey module might be better suited as an integration with market leader engine.
- SSP forms could be more flexible if they were HTML capable to provide users a better UI
- Enable the ability to import and export forms, templates, configurations via a customer marketplace. We could upload a good template or rule and other customers could down load it and use it (with a few configuration changes)
- Knowledgebase articles could be HTML capable for improved user UI. Allow users to subscribe to KB articles and social media.
- Allow users to update their user profiles with additional details (ie cell #, social media links, education, courses etc.)
- Add education and training/courses to user profiles. This could provide organizations the ability to manage training.
- Add task management. Not everything is a ticket. Many department activities that are requested or managed do not need to be a support ticket. Often meetings generate tasks that could be added to Topdesk. A task could be attached to an operator with task name, description, due date, perhaps even a checklist. Then email templates can be added to notify the requestor when complete.
- Project module is lacking some of the basic details and metrics found in portfolio management (budget, summary, start date, target date, expenses, assets, time management). Project templates could be improved.
- Could use a time and expense management. Expenses, time by ticket, project, task and/or a simple timesheet and expense sheet for approvals.
- Finish the Asset modules to eliminate working with 2 asset modules.
TOPdesk Review: "Great product for ease of implementation, but back-end customization can be limited."
We are planning to onboard the maintenance department.
- Change management request for cell phones with dual approval.
- Change management request for VPN access with dual approval.
- Inventory control with TOPsis scan.
- More customizing flexibility in the SSP... ex.: iFrames.
- All change management approval process visible within the SSP during manager approvals.
- 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.
Review: "TOPdesk is the first thing I open in the morning...so it's on the top of my list on my desktop."
- 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.
- Very good incident management tool. Within one year we will be using this for almost all our departments to manage their incidents and questions.
- Good Change Management Tool. From the incident management module we can start change management for some issues with a nice workflow beyond it.
- The Self Service Portal is for the users an archive for a lot of procedures, users can manage their own call, questions etc. And because we are gonna use TOPdesk for HRM and Payroll all our employees will have an account and we will all be speaking the same language.
- Because we are using the new Topdesk version just for a short time it is difficult to answer this question.
- We will be evaluating the application all the time and will communicate any missing functionality with Topdesk.
- It is a easy to use tool, with many out of the box standard utilities which help defining the IT process.
- The CMDB module is a great way of keeping sight of hardware en software. We use it for creating reports and keeping track of our items.
- The change process is very comprehensive and can be used for different types of workflows.
- For us the change module is to comprehensive, and we use it only in a light form.
- Incident management and following up. The knowledge base is very helpful for us to look back to previous issues and to know what the solution was.
- We like the plan board so much - it is easy and native.
- Contract management is helpful for us to know when contracts are ending and with the e-mail warning, we are able to extend the contract before the contract is overdue.
- Sometimes the interface is a bit confusing as there are parts in ettings management and other parts in the module management.
- Here in Rwanda internet is not stable, so when there is a short hick-up the connection has been lost and will not come back automatically
- Registering incidents (quick and complete)
- Monitoring status incidents
- Reports and overviews of incidents (for management)
- Sometimes hard to find incidents and other items, also regarding to the configuration
- Complicated menu structure
- Hard to understand the process flow
- 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.
- Registration of incidents is very easy and doesn't take a lot of time. By pre-configuring options for the registration process, you can add a first or second line incident very quickly with all the information needed for the person who is going to solve the problem.
- Registering new hardware is simple and goes very quickly. For example, adding 100 new laptops (all the same model of course) is done in a few minutes time. Just add one complete new item and after saving this item you can copy 99 more. Just change the serial number and your ready.
- If anything goes wrong with the program, or you just simply do not know how to register something or how a certain list has to be made, you can just call or e-mail the TOPdesk tech department and they will help you get on your way again.
- I really cannot think of anything that I miss or would like to improve on TOPdesk. Every update or new version has the right tweaks so you do not have to learn the program all over again and this is a big plus.
- The Self Service Portal is very powerful and easily customized with forms. Also getting results from within the knowledgebase while typing the subject of a new call, prevents some users from submitting a new call, because they already found the solution to their issue.
- Intuitive interface for the Self Service Portal and the operators. TOPdesk is not difficult to use.
- Inegration between the different modules in TOPdesk. For instance: an incident can easily be promoted into a change.
- The Self Service Portal can use some more customizability. It would be great if it would be possible to drag and drop certain modules on different places on a (sub)page. For instance the location of knowledge items of major incidents and field with just text.
- KPI's could be better. For instance a KPI that could trigger on the percentage of calls that have gone past their target date. Absolute number don't work in all situations.
For the IT department TOPdesk fulfills it's role as a service desk tool and CMDB. We have all the businesses we support listed and their hardware in the CMDB. And hardware and user are linked.
- TOPdesk is very good in automating emails.
- All user questions can be routed through TOPDesk.
- Powerfull CMDB.
- Ease of editing the CMDB.
- Mailing updates to customers with a one click button (though that might be a local (lack of) configuration).
- Timer for working on tickets.
- Ease of use: TOPdesk is straightforward and easy to use for both operators and users.
- Support: the support provided by TOPdesk is of high quality level. I have always been satisfied with support.
- Flexibility: TOPdesk is customizable enough to allow it to fit within your organisation.
- Security: it is not so easy to set up and maintain a different level of access to the actual data in TOPdesk.
- Reporting: Reports are not so flexible. The new Reporting API is allowing for more flexibility but still needs improvement and focus.
- Self Service Desk for endusers works fine. Information about our services is easy to present. We use forms to guide user input and present the info to the right operator.
- We use incident management, change management and operational managent (recurring activities). It is all presented in one tool. Dashbords can be better to give more overview but the current release is almost fine.
- Single Sign On with Azure AD works great!
- Topdesk offers a Kanban planning overview. Incident management uses the Kanban board. Change management does not. This is a big loss.
- New asset managent is not completed. Reports and selections on assets are not availible. Basic function I think.
- Contract managent version history is not always easy to understand.
For our customers, we also have planned reports for SLA reports.
- Support by TOPdesk is excellent. Until now, we didn't have any issues when support was requested.
- The latest version supports ADFS/SAML authentication. In the former version, this was an add-on you should buy.
- Continues development of the product bearing in mind the user's input.
- Copy and paste functionality of pictures.
- Approval by "managers" of simple changes. Currently, only Extensive Change has this functionality.
- Rich text formatting in Change Management module.
- Rating of Changes, currently only a rating of an incident can be used.
Less suited for: For Change Management (simples changes) we miss the functionality that a "Manager" can approve a change from within the Self Service Portal.
We also hope to implement the project management and change control modules in the near future.
- Provides a very nice front-end interface for the end-user community.
- Provides a thorough web-based interface for the operators (back-end technicians).
- Provides a great deal of flexibility concerning the organization of operators into groups, as well as delegating very granular control over what they can/cannot do in the operators interface.
- The inventory system - while boasting some cool features such as historical modifications to a system - suffers from one core issue: It is very easy to introduce duplicate records into the system and lose connections between PCs and other objects (licenses, users, support tickets) due to TOPdesk's use of the host name as the primary key in their database.
- The AD import system is not properly fleshed out, and requires extensive modifications by TOPdesk before it will work. For instance, it won't pull in any addressing information for any of your users by default. It will also pull in blank entries if an account lives in the OU structure you're scanning and that account has a manager whose account lives outside the OU structure in question. Likewise, similar blank entries can be created if an Exchange contact is set as the manager of a user account within your OU.
- The knowledgebase is decent, but it lacks [A] any real formatting (no numbered or bulleted lists, making procedures difficult to write) and [B] granular control over who can do what (if you give someone in HR the ability to write/edit knowledgebase articles, they also have access to all the IT knowledgebase articles). I believe TOPdesk will be improving this approach in the future, but nothing yet.
- The trigger/action system (handles all email notifications) is very difficult to set up. It's a powerful system in that you can compose highly customized emails, but without any sort of basic guide or templates it's a very steep learning curve to get working. In my own system I have nearly 40 triggers and nearly 70 actions just to handle who should get what, and it took months to set up - a core reason it took so long to roll out the product. These triggers are not well documented either, so many of them require trial and error to the nth degree.
- Some aspects of the system are inherently broken. For instance, you can create a trigger to trip whenever someone posts a comment to a ticket, then have an action set up to email all the linked users of a ticket. But if there aren't any linked users then the operator gets a post-comment prompt asking who they want to send the email to, instead of the system being smart enough to know that it shouldn't try sending the email at all.
- Linked users have no visibility into someone else's ticket. This is odd, because TOPdesk has enabled this feature for [A] users of the same location (where it isn't always applicable) and/or [B] users of the same department (where again, it isn't always applicable). What TOPdesk should do is give *ANY* linked user the ability to see another user's ticket via the self-service portal, but they haven't done this. The result would be a linked user getting an email notification for a ticket which they don't have visibility on, resulting on additional emails back and forth looking for information.
- On a related note, the two existing visibility options listed above (location-based and department-based) can introduce security holes. Consider a handful of users at a single location or within a single department, then consider that two or three of them are basic users, then there is an assistant manager, and finally there is a manager above everyone. You can easily give the manager visibility of all of his/her subordinates' tickets, but if in order to give the assistant manager visibility over his/her subordinates, you must also give him/her visibility to the manager's tickets.
- The mobile operators site restricts ticket visibility to only [A] an operator's own tickets and [B] unassigned tickets within that operator's group. So if you have a 10-person support team with a single manager, then as soon as the manager assigns at ticket to one of his/her techs, the manager loses visibility of the ticket. This is especially problematic if you have a manager working in the field on a mobile device 100% of the time (as I do). The only way for the manager to see all tickets is to simply not assign them to anyone, a pretty dumb approach to a problem introduced as part of a poor design choice.
- As a general rule, TOPdesk has introduced many great ideas, but they are often burdened by the singular approach the TOPdesk designers have taken. As stated above, yes, you have an inventory, but it's borderline unusable because of their choice of primary keys. Or yes, you can link multiple users to a single ticket, but they can't actually SEE the ticket. Or an operator can use the mobile website, but they can't SEE tickets assigned to other members of their team within the mobile website. Things like that. And the most frustrating element is that when you bring these points up their response is almost always 'Why is that a problem?', or 'Why would you want to do it that way?', or something similar which avoids confronting the design issue head on in favor of putting the onus on the customer to justify why something should work the way it works in countless other help desk applications.
- Don't get me wrong - TOPdesk is a very decent product and has the potential to be GREAT - but after 8 months of prepping before we turned it on, it didn't surprise me in the least that so many individuals (operators) in our organization reported problems and frustrations with it.
- UPDATE: Since my first review we have upgraded TOPdesk to the latest version and found several previous problems have been fixed (so they no longer appear in this review). One such example was documents attached to KB articles, which show up out of alphabetical order (still a problem), but which previously were not returned during searches. They now are, making the misordering of the files not much of a problem any longer.
- The point is that TOPdesk is always improving their products, and this gives me great hope going forward that our satisfaction with it will only grow.
Horrible if you want to use inventory, write elaborate knowledgebase procedures, or set up any sort of intelligent email notification system without spending years of your life getting things set up. Very poor documentation (getting SSL set up was a chore, installing the product was not easy, etc...).
- Easy to enter tickets by mail from the users.
- TOPdesk could be used directly out of the box.
- SaaS makes it easy to setup it up and scales within the region.
- Excellent support during and after the go-live by the people from TOPdesk.
- SaaS implementation could be easier if it would be done by TOPdesk as an extra service. My IT department had some difficulties due to lack of knowledge in this area.
TOPdesk has enabled us to have a more consistent experience for issue management across the areas which are using it. This includes a more streamlined way to pass calls between different areas of the University and track progress. Use of the other features such as asset and property management has allowed us to more tightly couple this data against call data and avoid having to manage them in disparate systems.
- Self-service Portal is very good, particularly with the latest version. If you populate the knowledge base well, users can often find the help they need before needing to raise a call
- Escalation and routing of calls is very straightforward which allows the operators to work efficiently when dealing with calls
- Separation of different teams within TOPdesk works very well so that they can manage their own calls without seeing each others
- The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria
- The built-in form designer within TOPdesk is adequate but could do with better features to allow for more dynamic forms. It would also benefit from being able to post data to custom fields rather than just into the Action box. There is quite a step up between the built-in form designer and the custom XFG form engine which is the only other solution which TOPdesk provide
- Asset management could do with some improvements as it can be a little inflexible when needing to customize the data being held as well as build processes around it
- The signaling system is outstanding. Everybody can work with it. It is clear and easy to use. Information can never be lost.
- The new knowledge system works really well. Colleagues are able to search for items. The connections between several items make it all easier.
- The variety of possibilities and connections between items is very nice.
- Some features within the knowledge database could improve. Such as layout possibilities, inserting images (quite difficult), search possibilities (does not search for half words for example).
- We would like to have more flexibility within the system. For example, we would like to be able to determine which items are obliged within the reservation module.
- The possibility for more 'open' courses at TOPdesk would be nice. I would like to follow some courses, but most are for a team internally. I'm alas alone.
- It's very easy for users to log calls.
- The knowledge base is a very powerful tool to assist in self-service.
- Since TOPdesk is based on ITIL it's very easy to grasp how the individual modules relate to one another.
- Insightful reports are relatively easy to set up.
- The ability to use a smartphone (or even tablet) to scan a barcode or QR-code to log a call relating to that asset would be a great improvement.
- When logging a call, the user could benefit from instant suggestions taken from the knowledge base.
- Integrated chat w/ internal support staff would be a nice feature.
- 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.
If they only have a few users, then it is less appropriate. It's easy to use and can be used in small and large companies. You can setup TOPdesk to your own preferences.
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.
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|