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Filter 226 vetted TOPdesk reviews and ratings
Reviews (1-25 of 108)
January 14, 2020
TOPdesk, what's in a name?
TOPdesk is used by several departments: IT, Facility Management and Quality Management. The top users are the IT employees. The rest of the organization is well known with the SelfServiceDesk to submit incidents or changes and to track the status of their requests. It helps to centralize the support questions (IT, Facility Management ) and accident registration (Quality Management) from the entire organization. The CMDB is leading for the purchased hardware (varying from SIM-cards to beamers etc.) and to keep track of it.
- 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).
January 13, 2020
TOPdesk Review
[It's] Used by the whole organization. It addresses any ticketing management needs to maintain records and IT/Web/GIS/Design communications with staff.
- 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.
January 10, 2020
TOPdesk is just the way to go in the current IT Environment!
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.
- 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.
January 09, 2020
TopDesk is Great
It is being used by various departments across our organization mainly as a ticketing system.
- 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.
January 07, 2020
Top Bo's TOPDesk Review
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.
- 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.
January 07, 2020
TOPdesk is the first thing I open in the morning...so it's on the top of my list on my desktop.
We use it as our main ticketing system across the company. We used to use it with a previous company we owned. Tickets are either emailed to TOPdesk and a ticket is created automatically, or we manually create them. We also use it for our Change management approval process as well.
- The ability to customize it.
- Ability to access anywhere there is an internet connection.
- Cost.
- 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.
January 07, 2020
TOPdesk Review -- 10 years of TOPdesk
We use TOPdesk for incident, change and asset management internally and also for our B2B customer base. It gives us a central location to manage our global customer's issues and needs, and provides a simple way to delegate and track workflow. Additionally, the data we are able to report on allows us to pinpoint areas of improvement.
- 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.
September 28, 2019
Great features and usability
TOPdesk is used by the entire organization to record, manage, and track incidents. It is used internally for (e.g.) IT and Facility Management, but we also record all questions and incidents from citizens. TOPdesk lets us track every call from start to end and lets us easily collaborate across all departments.
- 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.
January 14, 2020
TOPdesk: a movement of service.
It's used by a department. It's used for incident management for our external customers for incidents in the industry related to software, process, and hardware.
- 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.
January 11, 2020
Museum multi-department TOPdesk review
TOPdesk is used in a mix of 3 (totally different) departments in our organization, it's caught incidents, requests, and informational items. The total number of engineers is about 20 at this time. The ease of use is a big plus for our organization, and that it is available in the Dutch language.
- Feedback to the employee is very flexible
- Ease of use
- SAAS application, available anywhere, anytime
- Way of editing feedback email is in HTML, what can be a pain to edit for some
January 10, 2020
Already for 10 years a happy topdesker
We have been using TOPdesk for many years. And especially the new version is really appreciated. The whole organization is using it. We register our calls at the ServiceDesk and track the progress of the solution. The report tool is powerful and helps with reporting for our clients. The self-service tool became available a while ago. We will see if it works.
- 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
January 08, 2020
TOPDesk - The right tool to get the job done
We use TOPdesk within our organization to register and follow up on issues that users have with the various other systems that are used. It is very useful to track each issue and communicate with users without the hassle of sending/reading separate emails. Users can also use the self-service desk to see what the status of the issues is, without the need to check with someone within our department.
- 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.
January 08, 2020
TOPdesk as single tool to service the organization!
We are using Topdesk as a service management tool to support the organization and to have one tool where the IT department can do all administrative work.
- 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
January 07, 2020
Introducing TOPdesk in a sales environment
We started using TOPdesk to be able to meet SLA criteria for an ICT hardware and services contract with the Dutch government. We have defined multiple services, each with their related SLAs. Every customer interaction between the Dutch government and Bechtle-Buyitdirect is logged and processed in TOPdesk. SLA performance of the contract is reported on a weekly basis for each related service. Based on the positive results we currently expanding the use of TOPdesk within our public vertical. We mainly use TOPdesk to support the RMA process for a demanding set of our public customers.
- 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.......
January 07, 2020
TOPdesk review
We use TOPdesk as our primary system at the IT service center (department). We use it for everything we do and use it in combination with our customers.
- 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.
We have been using TOPdesk for many years in our company. We started out using the incident module and over the years added support for self-service and the change management module. Before TOPdesk we didn't have any tool specifically, so TOPdesk brought a much-needed overview of all incidents and changes. Nowadays it is vital, also for our compliance needs.
- 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.
January 07, 2020
TopDesk! Can't imagine my work space without it!
It's a great way to manage incidents and changes. Also, a great product to keep track of a CMDB which makes it all very organized.
- 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
February 07, 2019
TOPdesk is TOPs in the field of Helpdesk/Knowledge Base systems.
The ECNO Shared Technology Services team uses TOPdesk as a one-stop ticket management and queue system for both our internal processes via Change Management, and for our external clients at 33 different school boards to enter support requests for our products and services. It provides both real-time monitoring of our current support requests shared between a team of 3 remote technicians, and allows historical data to be stored and accessed by both our clients and internal teams.
- 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.
April 11, 2019
Lesli is very happy with TOPdesk Lite!
Lesli uses TOPdesk Lite for incident management: all IT-related calls are registered in TOPdesk. In this way, we are able to follow up on the calls and monitor them. The reports give us an idea of the number of calls, but also of the area in which the most calls come in.
- TOPdesk Lite is easy to implement.
- The Dashboard shows at a glance how many calls are open, which categories these calls relate to and how the calls are received.
- In addition, there is a multitude of reports available to help you find out for yourself what you would like to know from your data.
- The mail import functionality saves a lot of work: by sending all calls to one email address, they are automatically imported into TOPdesk Lite.
- One of the improvements I would like to have is the ability to make my own reports in TOPdesk Lite. At the moment I can use (quite a number) of pre-defined reports. But for the report I really want, I still have to export the data to Excel and create in Excel my TOPdesk report.
- For Topdesk Lite, I would like to have the possibility (at the start) to do the import of old calls that were registered in another system (or in Excel, in my case) myself. The only way it can be done now is to let Topdesk do/make the import itself (and this means extra costs). Also, the template for People (Pesonen) could do with more instructions.
March 21, 2019
TOPefficiency with TOPdesk
In our company, we use TOPdesk in technical customer support and also in any Customer Service department. TDPdesk has allowed us to do this with more organization and agility using its intuitive billing system where we can manage the tickets and chats of our clients. With this rapid communication generated by TOPdesk, it is possible to have a quick visualization of what is happening and what problem our client faces so our team of support is organized and can find the most appropriate solution to the problem quickly.
- Ease of use: TOPdesk has intuitive interfaces, you find everything you need without problems.
- Another positive point, and this I believe to be unanimous among its users, is the quality of the self-service portal. It is fantastic if you manage to insert a good database and knowledge, this will help in cases of small problems where the client will quickly find the solution and they don't need a call, saving the time of the support and relationship team.
- Another point I like about TOPdesk is its constant upgrades. this shows that the development team remains committed to bringing improvements to the customers of the product.
- The TOPdesk support and customer relationship team are incredible, they are solicited and provide quick service to any problem you have with the product.
- I would like the form designer that comes integrated with TOPdesk to be improved, not that it is horrible or something that can not be used, but it would be interesting if it was given more resources that would allow you to make forms that are not so basic and limited.
- The process of installing TOPdesk is somewhat complex. I think it could be more intuitive, although if you have a serious problem with it, their technical support offers great support and accompanies you throughout the installation process.
February 13, 2019
Customer sherpa can get you there, a journey together.
After a lengthy review of our internal processes, procedures and systems we identified a need for an ITSM framework and application to help support it. All business requirements were defined and documented, prior to completing a formal RFP for a new platform. After a lengthy analysis TopDesk was able to meet all our documented requirements and deployment timelines. We are currently running TopDesk to manage how we work with IT requests for our 4000 users. Our current deployment is focused inside the IT department, but we have growing interest from other departments for workflow management and request tracking. We are on track to becoming a business partner with our departments and sites by improving IT's responsiveness, documenting expectations and over-communicating. Along with the platform we have defined 100 "cubed" mantra; 100% of all reactive issues will be tracked, 100% of all proactive work will be scheduled and 100% of IT work will be documented. We are now consistently getting IT done!
- 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.
February 08, 2019
Great product for ease of implementation, but back-end customization can be limited.
We use it within IT for: Ticket management, change management, inventory control, and the self-service portal
We are planning to onboard the maintenance department.
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.
February 18, 2019
TOPdesk? Simply the best.
We use TOPdesk to register IT-related incidents. The program is used primarily by the IT department but other departments are seeing the benefits of TOPdesk and some of them are starting to use it as well.
- 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.
October 09, 2018
Topdesk upgrade succesfull at Thomas Regout International B.V.
At Thomas Regout International we are using TOPdesk for about 10 years now in the ICT department for Incident Management.
Because of the restrictions of our version of TOPdesk we didn't have the opportunity to use it for more.
We did finally upgrade our light version to the professionel cloud version of TOPdesk and intend to use Problem Management, Change Management, Operation Management, Knowledge Management, and Asset Management.
- 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.
August 30, 2018
TOPdesk helps to organise your IT department
TOPdesk is used within the organisation as SPOC for IT related problems and questions.
- 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.
TOPdesk Scorecard Summary
Feature Scorecard Summary
About TOPdesk
Excellent service management made easy
TOPdesk is a service management solution that aims to help users improve customer communication, manage workflows and keep track of assets. According to the vendor, the software is simple and attractive, making it pleasant to use and quick to adopt. On-premises and SaaS deployments are available.
4 key differentiators:
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.
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.
Categories: Facility Management, IT Service Management (ITSM)
TOPdesk Video
The Total Economic Impact™ Of TOPdesk Enterprise is an October 2016 commissioned study conducted by Forrester Consulting on behalf of TOPdesk. For more information: page.topdesk.com/tei
TOPdesk Integrations
BeyondTrust Remote Support (formerly Bomgar), Snow License Manager, QlikView, Qlik Sense, Lansweeper, Nagios Core, Okta Workforce Identity, Microsoft Azure, Microsoft BI, Microsoft Dynamics 365 Business Central (formerly Dynamics NAV), OneLogin, Microsoft System Center, Microsoft System Center Configuration Manager (SCCM), Skype for Business (formerly Lync), Ivanti IT Asset Management Suite (formerly LANDESK IT Asset Management Suite), Ivanti Endpoint Manager (formerly LANDESK Management Suite), Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), RES Service Automation, Microsoft Active Directory, UMRA Access & Identity Management, Mavim Rules, ISM
TOPdesk Competitors
Pricing
- 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
| Consumers | 0% | |
| Small Businesses (1-50 employees) | 5% | |
| Mid-Size Companies (51-500 employees) | 55% | |
| Enterprises (> 500 employees) | 40% |
TOPdesk Support Options
| Free Version | Paid Version | |
|---|---|---|
| Phone | ||
| Live Chat | ||
| Social Media | ||
| Video Tutorials / Webinar | ||
| Forum/Community | ||
| FAQ/Knowledgebase |
TOPdesk Technical Details
| Deployment Types: | On-premise, SaaS |
|---|---|
| Operating Systems: | Windows, Linux |
| Mobile Application: | Apple iOS, Android, Windows Phone, Mobile Web |
| Supported Countries: | Global |
| Supported Languages: | English, Spanish, German, French, Portuguese, Dutch, Danish, Swedish, Hungarian, Italian, Polish, Norwegian |