- Change management
- Object management
- The ability to link every object and change an issue with each other.
- Right now we're on a bit of an older version (updating soon!), they could use better browser compatibility
- Parts of configuration are still on the server instead of in the app. It takes a bit more time
- 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.
- Dashboards, it is possible to create all kind of dashboards in Topdesk, that help us to improve our services
- Self Service Portal, the Self Service Portal is very user friendly. We don't even need manuals for our customers.
- Monitoring, it's very easy to monitor all tickets & changes from all our customers. With one click you can see the status overview
- More detailed financial reports
- Very intuative for our end-users
- Easy to make adjustments in forms and pages
- Nice self-service portal functions for out-of-the-box use
- Copy and past-ing of images isn't possible
- E-mail forms will Always need to create a ticket. It would be nice to create forms without a ticket function.
- 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
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
- Keep track of all the items, solved or unsolved. It is a database where you can track and trace all the issues.
- With this information, you can find the best and worst of the supported products.
- The TOPdesk application makes it much easier as the previous mail solution for support. An incoming issue can be sent to help desk member. If it can't be solved by his knowledge it is easy to transfer it to a second line help desk and even go to our development team.
- There is never a question lost in this situation.
- For me, it suits our needs.
- Easy to administrator the worked time on a ticket and also when multiple users work on the some ticket
- There is a great function to let different TOPdesk environments [work] together, in this way you can share tickets with your customers
- Great report generator to get management information from TOPdesk
- It is a super way to register hardware and create tickets on the hardware to see the complete history of a product
- It would be nice if there was a clock function, [so you could] start the clock when you start working on a ticket and stop the clock when you are ready.
- No mobile version (app) for the phone. Field engineers are now using the web version.
- Super for registration of hardware and work. Easy to use and good detailed information.
- You cannot use it as a CRM or to make offers or invoices.
- 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.
- It transforms from static to flexible.
- It implements new functionalities like asset management.
- They listen to the wishes and needs of their customers.
- Flexibility in incident management (like asset management)
- Artificial intelligence based on categorization etcetera are very welcome
- Easier use of filters
- Software/ hardware lease contracts. You can add end dates, alert dates, lease amount, duration number in days/months/years. Activate and not active anymore. But still, have a good overview
- Machine registration. You can sort by date who is the supplier. Estimated end of the live period. Maintenance plan. Contract info. Repair history. Contact info. This is a very complete module
- Organisation overview is also very complete.
- One thing that can be better is the configuration for sending emails. For this, you need the help of TOPdesk. This would be better if a customer could set this by them self
- As I already mentioned. Sending mail configuration could be better and should be maintained by customer.
- Maybe more mobile friendly
- The greatest win for our organization was moving to a managed hosted platform. This gave us improved access for our remote users and increased service availability.
- The modular nature of the TOPdesk products allows us to only use the features we need. Additionally, the license model gave us increased opportunity with who can use the products.
- Almost all aspects of the product are customizable which means we can expand the product to other departments for their service needs.
- Sometimes desired feature sets are only available with additional modules such as change management module for workflow automation.
- Process automation can be the trickiest to configure and self-help documentation can be lacking.
- Keeps developing
- Excellent price / quality ratio
- Needs more rich text options
- Response time reporting
- Renaming fields / changing lay-out would be nice
- Self-service portal has very limited reporting options and no export functions
Will work fine as a guideline for setting up your business but is a no go for situations where organisations want to deploy very elaborate and customized processes.
- customizing the tool to their own needs
- flexible, powerful
- good reporting facilities
- make it easier to delete records which not being used
- a better overview of following process steps and show the consequences of doing some actions.
- improvement of the user guide
- TOPdesk can be used for contact tracking during support sessions.
- Support documentation on the self service desk is limited in the options and workflow.
- Reporting options are limited.
- Simultaneous updating of one issue by triggers or other representatives gives "Already updates" errors.
For an out of the box solution there is a high level of customability, however as every out of the box solution it will never support your processes fully and there is the risk of altering your well appreciated existing business processes to suit the tool.
- Incident management: In my opinion, is the core process for TOPdesk. Call agents can easily register tickets, you can send status updates to your clients and send an information email when the problem is solved.
- Selfservicedesk: You can give customers access to the SSD so they can apply a new incident, but they can also follow any ticket they applied earlier.
- Possibility to connect with Azure AD. We run LDAP connection so we can import all our employees and students. In the future, all our users will be known in the Azure AD instead of our on-premise AD.
- Very good customer service
- In general a nice product to use, too bad we do not use it to full extent
- Honestly, I don't have any examples. if I have to say one thing it is that I have to search often for features in the admin part. Maybe because I don't use it often enough maybe because its a little confusing?
The self-service desk is used for customers to enter their problems. For projects, we use the operator part.
- Simplicity in use. Incident management is straightforward.
- Ease of configuration. Users and permission groups can easily be added. Graphical overview is a pro.
- Modularity. Incident management and change management.
- Self-service desk: Option to be able to add more functionality for certain goals. In our situation, we would like to have the possibility to change some fields when the incident is created. For example the customer priority or status. In that way, we can use the self-service desk in projects
- The Kanban board is new. We would like to have it in Change management also. Extra columns on the board - you should be able to configure it per operator group.
- The user interface is not the same in all places. In certain cards the edit button is visible while on other cards it muc be chosen from the drop-down menu.
- Incident management suited for facility management.
- For use of ticket handling a project, it is less appropriate. There you should log in as an operator.
- Versatile enough to be usable and add value across multiple support functions - makes ROI and efficiency conversations more obvious
- Great modular building blocks - enabling progressive development and improvement in planned phases
- Readily configurable to fit in with desired style and branding - adding to the alignment and common experience for end users
- Has all the essentials for empowering the end users to self service - shifting support level, delivering more timely and cost effective resolutions
- The only area of challenge for us with TOPdesk fitting in with our wider technical architecture is that not all of our more obscure tools had existing interfaces or APIs, but this is hardly a bad reflection on TOPdesk
- TOPdesk provides a clear, cohesive and intuitive customer experience
- Self-service portal enables reduced contact via less ideal modes i.e. email or phone
- Promotes effective parallel resolution to complex calls and more effective collaboration between support service areas
- A customer-focused, people-centric pan-organisation support tool which has done all we were seeking - even though we were seeking a lot!!!
- For incident management and follow up it is well suited.
- TOPdesk is very scalable.
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)||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|