- Support desk
- Incident management and change management are well suited.
- Workflow and attachments can be better, also project management can be better.
- 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.
- We are able to extend our support by allowing end users to self help. This is done with the use of the knowledge base packaged with TopDesk.
- We are able to effectively track help requests and meet SLA requirements
- Topdesk provides our users with a one stop place for all help requests and facilities management requests.
- We would like the ability to merge tickets. Some times we have multiple tickets come in regarding the same issue and have not been able to merge them together.
- The events reservation system is nice, but would like it expanded to support more events management instead of just reservations.
- 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.
It is well suited for ticket history and records retrieval.
It is not suited for team collaboration or collaboration with external users.
It is not suited with integration with office365.
- 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.
It does a very good job of repetitive change management. It is much weaker in off-the-cuff changes for tracking
- TOPdesk can be tailored to specific needs, by means of a broad range of functionality modules that can be added when needed or left out when not. This makes TOPdesk versatile and highly configurable, without unneeded clutter and complexity.
- Elaborate workflows are easy to create, can span various departments and can trigger custom notifications and automated actions at any point in the flow, dependant on any thinkable (set of) criteria.
- The user interface of TOPdesk is attractive, clear and consistent across modules. The comprehensive search, card (tab) management and personal dashboards make for an idividually customizable experience.
- The form engine of TOPdesk absolutely needs to improve. As it stands, it is usable only for the most basic of tasks. Conditional questions can only be triggered on the value of a single radio button. Checkboxes, dropdowns and the like cannot be used to steer the flow within a dynamic form, nor is there an option to create composite conditions. Furthermore, the styling is fixed and cannot be altered in any way. This is too bad, as the styling has various spacing flaws that you need to work around using empty text items. Questions cannot be copied within a form, nor from one form to another.
- 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).
We also use TOPdesk to track assets, user permissions, and licenses. I wrote some custom reports that enable us to perform quarterly management audit reviews.
- It is easy to use and enter information. It provides a cost effective way to document and track work activity.
- It allows for the creation and access of Knowledge Items to support self-service for users and document IT and other processes.
- Email sweepers allow for the automatic creation of ticket requests.
- Tickets can be categorized allowing them to be routed to the appropriate teams.
- It can be hosted internally which makes it more secure.
- Templates can be created to collect specific information.
- Email replies can be automatically sent to users alerting them of requests for more information or notification of ticket closure.
- We have encountered difficulty scheduling the creation of tickets (e.g. create tickets based on a weekly schedule to perform a service).
- Writing queries for custom reports to query the database is a little difficult since 75% of the column headings are in Dutch.
- The configuration flexibility is somewhat limited.
Room reservations and incident management works very good.
We don't use TOPdesk for planning purposes, we think it's not really suited for this task.
- Ticketing: recording and handling IT tickets
- Self service portal with knowledge articles for employees
- Asset management can be improved
- Searching assets in a ticket can be improved (more fields to search instead of only objectID)
- As a service desk tool, it is ideal for 1st and 2nd tier engineers.
- Less suited for transition from a project to service desk
- Incident management works well, especially with the self-service portal
- It is easy to add SLAs and do reporting
- Measuring and reporting on response times (instead of lead time) is not yet completely implemented (under construction)
- Topdesk is well suited for incident management in software development companies.
- Integration of change management module and incident management has room for improvement.
- The overview of open tickets is very clean and clear
- Registration of new incindent is very simple and quick to do
- The added functionalities in the ticket/cards (cursive text, yellow marking of specific comments etc) is very well appreciated
- My biggest annoyance with TOPdesk is the statistics and reporting tool, the mixture of needing to use selections and or filters plus the nearly impossible task to see employees' performance on a daily basIs is beyond comprehension.
- The layout of the self-service desk forms needs to be more adjustable. When hidden fields are used in forms the layout is warped.
As I said earlier from a manager's point of view, Microsoft Bi is better at interpreting the stats and figures then TOPDesk itself.
- Users have access to a very easy to use helpdesk system
- Support desk employees have a full overview of all outstanding and open calls
- As a manager, you have several tools to overview the performance of your department
- TOPdesk is definitely not the cheapest helpdesk tool
- TOPdesk is not a tool for building a complete document library
- Relatively logical and organized user interface. Although it has its quirks, the interface is practical and function with some degree of user personalization available.
- Workflow. Ability to organize dependency related workflows and templates is a key feature.
- Knowledge base. The centralized knowledge base is definitely a key feature for us, allowing us to collect, organize, and easily edit vast quantities of existing knowledge.
- User interface & layout. While the user interface is far better than any of our previous products, it does have some layout issues resulting in excessive mousing around for routine tasks, and not enough keyboard integration.
- Highly customizable. Sometimes the highly customizable nature of TOPdesk can seem daunting. Planning outside TOPdesk before embarking on customization activities is key to getting where you want to go with the product.
- 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.
- 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
- 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.......
Provding support services in the public domain. We noticed it is really an advantage since many of our customers in the public domains also use TOPdesk.
Quick start for base first- and second line processes with less human resource effort. TOPdesk OOTB comes with ready to used first- and second line processes. There is not much knowledge and effort required to get started and keep your base configuration maintained. Also the license model is flexible to grow with your business. Overall this allows you a quick start of using TOPdesk with a minimum of exploitation effort and costs.
- Easy configuration for your own process
- Continously improving with new and more advanced features
- Cross platform integration, objects for example can be reached by several modules
- Managing objects per person could use an update
- It's not that easy to get reminded (without email) when there are incidents, changes and problems issued to a user. You need to check more than one module for a complete overview
- It would be nice to have an option to use a user agreement when delivering a laptop for instance to an employee, which he/she need to sign
- Incident & Problem Management
- Basic Change Management
- Request Fullfillment
Review: "TOPdesk is worth considering as both a quick way to start using workflows and improving in depth"
TOPdesk is currently used in some parts of my organization (not linked with each other). Its current focus is to keep track of incidents reported by users.
The application is however capable of much more, of which I had a very good impression at a former employer. TOPdesk is able to support many demands on facility management, incident- and change management and much more. I like working with the application, both as a user and an administrator.
- TOPdesk handles incident management very well. It is relatively simple to get a good look at which incidents are submitted to various handlers.
- TOPdesk has an easy to use administrator module, which (with or without help from a consultant) brings you relatively quickly a professional set of communication tools with your users.
- TOPdesk is easy to integrate in your current IT structure and is able to be hosted both onsite or remote.
- To be able to use the more intricate features besides incident management takes a lot of study or hours hired from a TOPdesk consultant. However, if you have an organization which requires good facility and IT management (including handling objects, software licenses, company clothing, material, rooms and reservations) it can be your number one application. I even saw it being used for maintenance reports on vehicles!
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|