TOPdesk Reviews and Ratings

Use Cases and Deployment Scope

The software allows us to easily create workflows for problem resolution, while also providing a way to integrate accumulated knowledge, solutions and assets. By using TOPdesk we can incorporate many diverse software initiatives into one platform, saving us time and money. The integration points allow us to easily patch in identity and communication information from existing systems.

Likelihood to Recommend

TOPdesk is a full helpdesk application solution with many integration and configuration points. You can pretty much do anything you desire as far as developing tiers of support and ticket escalation paths. Assets can be defined and collected for further assignment and review. The solution can do many things, but many things takes time to setup.

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.

Likelihood to Recommend

TOPdesk is very appropriate to work as ITSM solution based on ITIL framework. It is very easy to define services, SLA's, task and ticket escalation, changes. But it is very complex to implement, and requires the involvement of all teams in the company attention to be deployed, and consultation is needed to do a well covered implementation plan.

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.

Likelihood to Recommend

We had a smaller team of 6-7 people and for us it was perfect. It was very easy for us to book time per ticket and keep track of what we were spending the most of our time on. Escalating tickets was easy because of the prebuilt emails and message saving features. The typical features are all there of course such as incident, project management, etc. TOPdesk is highly customizable and we felt like we always had a good oversight of the KPI's, time management and customer satisfaction ratings. Our management liked the reporting features, the customizable dashboard and the data visualization. In my personal experience, TOPdesk also had the best search feature, and with the tags we were also very easily able to find the tickets we needed.

Use Cases and Deployment Scope

We use TOPdesk as a ITSM tool for Information services and Facilities.

Via our Selfserviceportals our users can create changes, incidents and reservations and link services to them. They can keep track of their open tickets and respond to questions send from a operator. The standard processes help with problemsolving.

Likelihood to Recommend

TOPdesk fits best when orginazations dont use ITSM tooling yet. It helps create process and streamlines them. When processes are not in place yet, TOPdesk won't fix that problem for you. TOPdesk is based on the ITIL framework, but also suports an agile workstyle by working with the integrated Kanban board.

Use Cases and Deployment Scope

Incident/ ticket management

Likelihood to Recommend

A channel for registering and signing up at the same time. Making it measurable and providing an indication for the registrant also makes it user-friendly. However, the amount of information is difficult to funnel. Information is important and for large companies to get other departments to work on this.

Use Cases and Deployment Scope

TOPdesk is our ITSM tool, with asset management, change management and incident management included

Likelihood to Recommend

in small organisations it is a nice/good tool for everything a organisation needs.

But for bigger organisations the amount of possibilities can be a bit to much and therefore it will be to big to control

Use Cases and Deployment Scope

As we are a MSP with many customers, we do use TOPdesk mainly for our Support Services. We do offer our customers many ways to report an incident or submit a request for change. This is possible through our Servicedesks by phone or email, via Self Service Portals or via TOPdesk's mail imports. Additionally we often create connection with the TOPdesk application of our customers or with other ITSM tools. To monitor the agreements like SLA's or KPI's we also use TOPdesk's module for our Service Contracts.

Likelihood to Recommend

As TOPdesk is pretty intuitive it is often not needed to instruct colleagues on how to use TOPdesk. Most modules and fields do explain themselves. This means there aren't many additional instructions needed for the applications itself. Most information we do need to support our colleagues on based on organizational processes, not our ITSM tool of choice. And if there is more information needed, the knowledge base system can be used for this. On the other hand this could create the idea that no additional instructions are needed. Which might be true for the application itself, but not for how it is being used within your organisation.

Use Cases and Deployment Scope

We are a Managed Service Provider in IT service and we use TOPdesk to contribute to our operational processes. First from off ITSM perspective via TOPdesk we manage incidents, changes and problems. Beside we also use TOPdesk to address all our (customer) assets. Next to that TOPdesk offers a various amount of modules who help you manage the tracking of your operational processes e.g. KPI and SLA management, contract en service management, Knowledge base function, Self Service Portal, operational management and a wide range of possible automations in actions. It is a very user friendly system also from a configuration point of view.

Likelihood to Recommend

Good in ITIL/ITSM best practises. The tool offers all features en possibilities to implement the best practice way of working from ITIL/ITSM perspective. It is very user friendly to implement and get started.

Bad in data enabling, selections and reporting. It could be hard to make a right selection and/or report from out of TOPdesk.

Use Cases and Deployment Scope

We use TOPdesk as out ITSM tool, both for our internal ITIL processes, as for our customers.

We need one tool to service our costumers, register calls, process changes and manage assets.

Likelihood to Recommend

It suits very well for giving support to our customers.

I would recommend using different TOPdesk environments for internal and external usage.

Use Cases and Deployment Scope

We use TOPdesk in two different environments. We have one environment for our internal organization and clusters (Lely TOPdesk), and another environment for our clusters, centers, and farmers (LSS TOPdesk). We use TOPdesk primarily as our IT service management tool to streamline incident and request handling within the organization. It helps us centralize support tickets, track progress, and ensure timely resolution. One of the key business problems it addresses is the lack of visibility and structure in our support processes. By using TOPdesk, we’ve been able to improve communication between departments, increase efficiency, and provide better service to our end users. Our use case covers IT support.

Likelihood to Recommend

TOPdesk is well suited for structured service management environments such as handling internal IT incidents, facility requests, and HR-related service requests. TOPdesk is also useful when multiple service departments (IT, Facilities, HR) need to collaborate in a shared platform while keeping their processes separate.

TOPdesk can be less appropriate when multiple service departments (IT, Facilities, HR) need to collaborate in a shared platform while keeping their processes separate.