February 07, 2019
TrustRadius
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.https://media.trustradius.com/product-logos/DY/sg/CARZX2SALMK8.JPEGTOPdeskTOPdesk is TOPs in the field of Helpdesk/Knowledge Base systems.2019-02-07T16:59:13.311ZThe 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.,5,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.,10,TOPdesk has provided ROI of allowing our team more freedom to solve larger problems by directing users to Self-Service solutions through TOPdesk's self-service portal.
The clear delimination of work status on tickets allows our team greater efficiency to collaborate on solutions and issues. By updating support requests and being able to update either just the assigned technician or updating the user on the steps to attempt.
The Self-Service nature of ticket entry helps the members of our 33 different school board clients direct their tickets down specific pathways to either a solution, or allows us to direct the tickets to the team/technician responsible for the issue for a quicker resolution and less ticket churn between different teams.,JitBit Help Desk,9Jason BarkerLesli is very happy with TOPdesk Lite!2019-04-12T00:29:34.898ZLesli 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.,1,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.,9,Introducing TOPdesk Lite means for Lesli an increase in efficiency. Users send their questions, problems, etc. to ONE email address and that is then automatically imported into TOPdesk. All follow-up takes place in TOPdesk so that all information about a report is gathered together.
The use of Topdesk means an enormous saving of time for me. By registering and following up with TOPdesk, IT support is much more structured.,,10Edith BaijensTOPefficiency with TOPdesk2019-03-21T18:13:46.241ZIn 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.,17,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.,9,Well, when you deal with consumers and they face some problem or difficulty, they want a quick solution, otherwise, they let themselves be customers. TOPdesk helps us with this by keeping the customer satisfied and "faithful" with our company. TOPdesk's self-support portal also helps us by popping up a lot of the time and supporting relationship team expenses.,KronoDesk and Zendesk,10Marcio VizoliCustomer sherpa can get you there, a journey together.2019-02-12T21:57:15.053ZAfter 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.,8,It will allow us to change the IT culture towards service centric and project centric approaches.
Dramatically improve self-service
We should be able to do more, more quickly.,ServiceNow and Cherwell Service Management,9,3,Manage IT requests - never lose anything
Manage staff workload
Self-service for users,Non-IT departments responses to tickets and provide updates with being an operator,Asset management, cost tracking, contract tracking
HR user onboarding and off-boarding
Implement single Point of Contact
Operator training and education/course management,9,SolarWinds N-central, LastPass, Microsoft 365 Business,Yes,Price
Product Features
Product Usability
Product Reputation
Positive Sales Experience with the Vendor,We had a very detailed evaluation process with manage parts and a 8 hour vendor demo.
If I had to do this again I would be more specific on the detailed features we were hoping for.Peter ScantlandGreat product for ease of implementation, but back-end customization can be limited.2019-02-09T05:47:03.853ZWe use it within IT for: Ticket management, change management, inventory control, and the self-service portal
We are planning to onboard the maintenance department.,20,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.,8,It gives us a clear picture of our day-to-day activities.
Able to generate reports for management.
Giving end users the ability to solve the little problems via the SSP.,,7Dan Moncion
Windows, Linux
TOPdesk
223 Ratings
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